LG Uplus announced on the 18th that the waiting time for consolidation to connect with counselors has been reduced by up to 66% with its introduction of a customizable automatic response system (ARS) menu service.
With this ARS upgrade, the LG Uplus customer service center has altered the order of guidance menus for each customer. Customers nearing the end of their contract period will be guided to select the contract inquiry as the first option. New customers who have been with the service for less than 90 days will receive the plan, value-added services, and package menu first.
As a result, the average waiting time for consolidation with counselors, which took 16 seconds and 14.7 seconds on mobile and home (IPTV, internet) respectively last year, has been reduced to 6.7 seconds and 3.7 seconds as of July. It is noted that a 66% reduction effect has been achieved on mobile and home.
An official from LG Uplus explained, "The increase in the number of cases handled without consolidation with counselors has led to faster response times for counselors."
The visible ARS has been revamped from a simple list to a card format, allowing various information to be presented on one screen.
LG Uplus utilized behavioral data based on customer types for the ARS redesign. The optimization of the menu was informed not only by the ARS menu information used by customers but also by the data on issues resolved after consolidation with counselors.
LG Uplus plans to prioritize menus for quality inquiries, customers aged 65 and over, and home product transfer installation guidance based on the moving season according to customer situations by the end of this year.
In the future, an AI model will be advanced to predict customer inquiries more precisely, evolving into a "hyper-personalized ARS."