Telecommunications / Mobile carrier
LG Uplus: Validating classification after a call ends
- Company
- LG Uplus
- Country
- South Korea
- Adoption stage
- In operation
- Source published
- In use from
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
At the LG Uplus customer centre, conversations went through a step that classified them by subject once the call ended. Previously agents checked one by one what the AI had summarised and classified and then judged whether it was accurate. This process was complicated and took a lot of time.
Technology and data
LG Uplus applied the AI advisory assistant it developed in house to its AI contact centre. The core technologies are Agentic RAG and AI In The Loop. AI In The Loop verifies with another AI engine whether the classification the AI produced is correct. If it is wrong, the system learns and corrects itself. The learning basis is the roughly 18 million calls a year of conversation data held at the customer centre. During a call, Agentic RAG searches internal information to draft an answer and reviews once more whether it matches the intent of the question before handing it over. The design lets agents concentrate on the conversation itself while AI takes on the work that follows.
Results
Analysis at the LG Uplus contact centre found that classifying 2,000 calls by hand took about 5,760 minutes. With AI In The Loop, a larger volume of 3,000 calls was finished in 40 minutes. The company said that after adoption the waiting time to connect per call fell by an average of 17 seconds and call time by an average of 30 seconds, improving total handling time by about 19 percent. On a monthly basis it calculated that about 1.17 million minutes of customer time were saved.
Limits and open questions
The volumes compared differ, at 2,000 and 3,000 calls. By how many percent handling time fell under the same conditions is not in the source.
Sources
- 보도자료 | 미디어 | LGlg.co.kr, Accessed
Compiled from public sources. These are not results from ATF Works customers.