On the 24th, LG Uplus announced that it will establish a system that allows remote diagnosis of Internet Protocol (IP) TV remote controls at customer service centers, becoming the first telecommunications company to do so.
Using the remote diagnosis system being introduced from the 31st, actions that previously took about three days can be completed quickly.
With the introduction of LG Uplus's remote diagnosis system, customer service representatives can remotely check the remote control's consolidation status, button inputs, battery status, and more. This moves away from the previous method where customers had to describe the situation and symptoms, allowing representatives to directly identify the cause of the problem.
For example, in the past, if the remote control did not work due to poor consolidation or unexpected errors from the application, it could have been misidentified as a malfunction based solely on the customer's description.
In this case, a remote control replacement would be carried out via courier, taking an average of about three days for return, receipt, and operational confirmation. In contrast, by using the newly introduced remote diagnosis system, poor consolidation can be immediately confirmed, and the set-top box can be rebooted for a quick resolution.
LG Uplus also provides a 'find my remote' service for lost remote controls. When customers request remote finding from representatives, a sound will play from the remote, making it easier to locate. Although it was possible to operate the set-top box directly previously, this service is designed for elderly customers who may have difficulty doing so or those whose remotes are out of reach behind the TV. Remote support for 'set-top box Bluetooth rebooting' and 'remote control firmware upgrade' is also available.
Additionally, LG Uplus has implemented remote capabilities for actions such as 'set-top box Bluetooth rebooting' and 'remote control firmware upgrades' to minimize customer inconvenience.
In the future, LG Uplus plans to develop a service that will allow for remote adjustments to settings across IPTV, including the remote control and set-top box, by analyzing customer usage patterns.