"Cancellation Possible" to "You Can Cancel"... LG Uplus Refines 20,000 Telecom Terms

Refined into Customer-Centric Language
Development of the Warm and Sincere "Jinsimche" Tone
High Employee Engagement with the "Customer Language Converter"

LG Uplus announced that, as a result of its "Customer Language Innovation" initiative that has been underway since 2017, it has reviewed a total of 20,000 telecommunications terms and phrases and refined them into customer-centric language.

The Customer Language Innovation initiative is a campaign to simplify technical jargon, Sino-Korean expressions, foreign words, and supplier-oriented language that customers may find difficult to understand when receiving consultations or using telecommunications services, replacing them with easy-to-understand Korean and customer-focused language. LG Uplus was the first telecommunications company to launch this initiative in 2017, aiming to bridge the communication gap with customers, and it has since spread throughout the industry.

For example, phrases such as "cancellation is possible at any time" and "duplicate application is not allowed" were changed to more straightforward Korean, such as "you can cancel at any time" and "duplicate application is not possible." Product descriptions like "Bellumoa offers two ringtones per month for KRW 2,200" were revised to "Enjoy Bellumoa for KRW 2,200 per month, with unlimited access to two popular songs every month."

After the terminology refinement, LG Uplus developed its own "Jinsimche" tone, which conveys sincerity, and applied it to service areas such as ▲notices ▲service and product guides ▲customer consultations. The Jinsimche tone is characterized by easy and specific explanations from the customer's perspective, using warm and approachable language and words.

Since the end of last year, LG Uplus has developed and internally deployed the "AI Customer Language Converter," which instantly translates employee-written guidance into customer-centric language using artificial intelligence (AI). This service, created with LG Uplus's own AI technology "ixi," recorded over 1,500 uses within just five months of its launch, receiving strong positive feedback from employees.

Example of Using AI Customer Language Converter. Provided by LG Uplus

In addition, as a result of ongoing communication training for customer center consultants, focusing on empathetic expressions, proper language, and clear, simple explanations, the company was selected as the "Best Company" in the mobile telecommunications category of last year's Call Center Quality Index (KS-CQI).

LG Uplus plans to focus this year on further advancing its AI Customer Language Converter service. The company aims to develop the service so that it can generate customized phrases tailored to customer segments based on age, region, and purchasing patterns. It also plans to introduce a feature where AI analyzes which delivery method-such as messages, pop-ups, or chatbots-would maximize customer satisfaction for each type of notification. In addition, LG Uplus will establish new Jinsimche guidelines for digitally vulnerable groups, such as the visually impaired and seniors aged 60 and above.

Park Soo, Head of CX Innovation at LG Uplus (Executive Director), said, "We will continue our customer language innovation efforts so that customers can easily understand and feel cared for, while enjoying the value of LG Uplus."

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