LG Uplus announced on Wednesday that it will unveil its next-generation customer service solution, Agentic AICC (AI Contact Center), at MWC26, the world’s largest mobile communications exhibition. This innovative system leverages OpenAI technology to revolutionize customer interactions.
The Agentic AICC represents a significant leap forward from the Agentic Callbot Standard that LG Uplus introduced last year.
This advanced model transcends simple responses, empowering AI to function as an agent capable of independent decision-making and action-taking.
The Agentic AICC is the fruit of a strategic partnership between LG Uplus and OpenAI, formalized through a memorandum of understanding (MOU) in July of the previous year. Since then, OpenAI’s engineers have provided hands-on technical support, focusing on optimizing the large language model’s (LLM) response speed and enhancing consultation accuracy.
Unlike traditional rule-based systems that rely on predefined scenarios, the Agentic AICC harnesses OpenAI’s sophisticated language model to understand customer intent and context in real time, generating tailored responses. This allows customers to communicate naturally without needing specific phrases or jargon.
The AI maintains conversational flow seamlessly, even when inquiries shift or become complex mid-consultation. For instance, if a customer inquires about service changes immediately after discussing fees, the AI can transition smoothly without requiring additional context.
Beyond basic response capabilities, the Agentic AICC incorporates an advanced Planning feature. This allows the AI to prioritize and structure consultations autonomously, analyzing customer requests to formulate effective consultation strategies while minimizing inaccuracies or hallucinations to ensure reliable information delivery.
At MWC26, LG Uplus will also showcase its Self-Evolving AICC concept. This innovative system continuously improves through a Feedback Loop, transforming customer interactions and problem-solving outcomes into valuable training data.
Visitors to LG Uplus’s MWC26 booth will have the opportunity to interact with a digital human consultant and experience firsthand the capabilities of this self-evolving AI technology.
Looking ahead, LG Uplus aims to further solidify its market position by integrating self-learning Agentic technology that can generate real-time consultation flows. The company remains committed to ongoing collaboration with OpenAI’s engineering team to push the boundaries of AI-driven customer service.