LG Uplus will introduce its next-generation AI contact center solution, Agentic AICC, integrated with OpenAI technology at MWC26, the world’s largest mobile communications exhibition. The company aims to drive innovation in customer service with a human-centered AI system that understands customer intent in real time and delivers optimal solutions.
Agentic AICC is the outcome of a strategic memorandum of understanding (MOU) signed in July 2025 between LG Uplus and OpenAI in the AICC (AI Contact Center) sector. Following the agreement, OpenAI engineers directly participated in advancing the technology, focusing on improving large language model (LLM) response speed and enhancing consultation accuracy.
LG Uplus previously launched the Agentic Callbot Standard, laying the groundwork for AI-driven customer service. The newly unveiled Agentic AICC represents a more advanced model that goes beyond simple question-and-answer functionality to implement an agent-type system capable of analyzing situations and responding proactively.
While traditional rule-based systems rely on pre-set scenarios, Agentic AICC leverages OpenAI’s LLM to analyze conversational context and intent in real time, generating natural responses. Customers can communicate using everyday language rather than structured phrases.
The system maintains conversational continuity even when requests change mid-session or involve multiple issues. For example, if a customer shifts from an inquiry about billing to a request for service modification, the AI can handle the transition seamlessly without restarting the process.
A key feature of the new solution is its planning capability, enabling the AI to determine consultation priorities and procedures autonomously. By analyzing customer requests and establishing structured response plans, the system minimizes hallucinations and delivers more reliable answers.
At MWC26, LG Uplus will also present the concept of “Self-Evolving” AI. The company’s AICC platform has been designed based on approximately 33 million annual consultation records. It incorporates a feedback loop that uses customer reactions and problem-resolution outcomes as additional training data, continuously refining system performance.
A digital human counselor powered by Self-Evolving technology will be stationed at the exhibition booth, allowing visitors to experience the adaptive AI consultation service firsthand.
LG Uplus plans to further strengthen its market competitiveness by combining its existing callbot operational expertise with self-learning Agentic AI technology. The company will continue collaborating with OpenAI’s engineering team to optimize performance for real-world customer service environments.
Ahn Hyung-kyun, Senior Vice President and Head of the Enterprise AI Business Group at LG Uplus, said the unveiling at MWC reflects the joint research efforts since the partnership announcement last July. He added that LG Uplus will continue integrating global partnerships with in-house AI capabilities to expand innovative platforms delivering tangible value to both customers and enterprises.
