2 Million Customer Feedbacks Monthly, All LGU+ Employees Review and Apply Them to Work

Customer Service Inquiries at a Glance through 'VOC Lab'
President Hwang Hyun-sik Encourages Use at Internal Demonstration
Future Application of AI Customer Service Center... B2B Utilization

LG Uplus announced on the 24th that it will operate a 'VOC Lab' that allows all employees to view customer opinions and requests at a glance.

LG Uplus announced that it operates a 'VOC Lab' that analyzes and processes up to 2 million customer center consultation cases per month, allowing all employees to view customer opinions and requests at a glance.
[Photo by LG Uplus]

The VOC Lab is a search system designed so that any employee in the company can easily check the 2 million monthly customer center inquiries and improvement requests. Similar to a portal site, employees can enter keywords of interest and view the full consultation content in both audio recordings and text. Customer information is anonymized.

Summaries automatically generated through AI learning can also be viewed by keywords or sentences. The summaries help understand the context in which customer inquiries occurred and enable comparative analysis by case.

Business units can quickly grasp customer demands and improvement requests and promptly reflect them in products and services. For example, if many customers ask about suitable roaming plans, the roaming-related department can check this in the VOC Lab and add a feature to the customer center application that allows customers to explore appropriate plans on their own.

From the customer's perspective, inconveniences can be resolved more quickly. Counselors can refer to past consultation histories and resolution processes on similar topics through the VOC Lab and respond swiftly based on that information.

The VOC Lab is part of a company-wide digital transformation (DX) strategy initiative driven by LG Uplus CEO Hwang Hyun-sik's directive to "reflect the voice of the customer in all businesses." Ahead of the VOC Lab launch, CEO Hwang encouraged its use at an internal demonstration, saying, "I hope each business division actively utilizes the VOC Lab to respond quickly to customer inconveniences, inquiries, and improvement requests."

LG Uplus plans to enhance the system so that the VOC Lab can learn from employee feedback to improve summary and search performance. In the second half of this year, the company intends to expand the service to include AI call centers (AICC) and business-to-business (B2B) transactions.

This content was produced with the assistance of AI translation services.