LG Uplus has launched Korea’s first subscription-based generative AI callbot service, Agentic Callbot (Standard), powered by OpenAI technology.
A callbot is an automated service that uses AI to answer incoming calls to customer service centers. LG Uplus’s new callbot applies agentic AI technology, enabling it to analyze a caller’s intent and the flow of conversation in real time and handle not only simple inquiries but also complex consultations in a natural manner. The service can also connect with various external applications to complete tasks end-to-end based on the purpose of each consultation.
Traditional rule-based callbots are limited to responding to repetitive and simple inquiries within predefined scenarios. In contrast, the agentic callbot leverages large language models (LLMs) and retrieval-augmented generation (RAG) technologies to understand diverse expressions and situations without prior training. It can also autonomously control systems during the consultation process. LG Uplus expects these capabilities to significantly reduce handling times and improve the overall quality and completeness of customer interactions.
The service can be applied across a wide range of customer service environments, including manufacturing, distribution, and service industries, as well as hospitals, universities, and various public facilities. For example, in a hospital setting, the AI can answer calls, check appointment details, process reservation changes, and automatically send confirmation messages as part of a single consultation workflow.
To ensure service stability and strengthen data protection, LG Uplus has implemented protective guardrails for conversations and sensitive information. The service also provides a dashboard that enables real-time monitoring and statistical analysis, allowing operators to systematically manage service quality.
Looking ahead, LG Uplus plans to sequentially introduce advanced features, including Speech-to-Speech (STS) capabilities that process speech recognition, speech synthesis, and reasoning in real time via APIs based on OpenAI’s multimodal LLMs. The company also intends to launch agent-based services that integrate multiple LLMs.
Jung Young-hoon, Executive Director in charge of Enterprise AI Business at LG Uplus, said that by using AI to efficiently handle complex consultation tasks, human agents will be able to focus on more essential work. He added that LG Uplus will continue to expand end-to-end customer service experiences centered on Agentic AICC solutions.
