LG Uplus announced on the 16th that as a result of its 'customer language innovation' activities, which have been ongoing since 2017, it has refined a total of 20,000 communication terms and phrases into customer-centric language.
The 'customer language innovation' initiative is a campaign to simplify difficult jargon, classical expressions, and foreign terms, as well as expressions from the supplier's perspective, into easy Korean and customer-oriented language that customers can understand when they receive consultations or use communication services. Initiated by LG Uplus in 2017 with the goal of narrowing the gap in communication with customers, it was the first of its kind among telecom companies and has since spread across the industry.
After the terminology refinement work, LG Uplus developed a 'sincere body', which incorporates its true feelings, to be applied across the entire customer service (CS) area, including announcements, service and product guides, and customer consultations. The 'sincere body' is characterized by using easy and specific explanations from the customer's perspective and a warm tone and vocabulary.
Since the end of last year, to strengthen the 'customer language innovation' activities, LG Uplus has developed an 'AI customer language converter' that instantly converts guidance messages written by employees into customer-oriented language, which is now in operation internally. Utilizing its self-developed AI technology 'ixi', this service has achieved over 1,500 uses within just five months of its launch, receiving high praise from employees.
As a result of the 'customer language innovation' initiative, customer satisfaction in CS is also rising. Continuous communication training focused on empathetic expressions, correct language, and simple explanations for customer service representatives has resulted in LG Uplus being selected as the 'best corporation' in the telecommunications sector in last year's call center quality index (KS-CQI).
LG Uplus plans to focus on enhancing the 'AI customer language converter' service this year. Initially, it will develop the capability to derive customized phrases based on customer segmentation, such as age, region, and purchasing patterns. Additionally, it plans to introduce a function where AI analyzes how to deliver notifications through various types like messages, pop-ups, and chatbots to improve customer satisfaction. Along with this, it also aims to establish a 'sincere body' guide for digitally vulnerable groups, such as visually impaired individuals and those over 60.
Park Soo, head of CX innovation at LG Uplus, said, "As a result of our efforts to enhance communication by aligning the language with our customers, we were able to refine over 20,000 terms and phrases and re-establish our standards, thereby increasing customer satisfaction." He added, "We will continue the 'customer language innovation' activities so that customers can easily understand and feel that they are being considered and enjoy the value of LG Uplus."