LG Electronics said on the 22nd that it received the highest rating among 57 industries and 255 corporations and institutions in the 2025 Call Center Quality Index (KS-CQI) assessment hosted by the Korea Standards Association. The KS-CQI assessment is a survey that scientifically measures the service quality level of call centers.
LG Electronics was selected No. 1 overall among the corporations evaluated for the second straight year, following last year. At the Call Center Quality Index certification ceremony on the 22nd, Vice President Jeong Yeon-chae, head of customer value innovation at LG Electronics, will receive the top honor, the BEST CEO award, for the third consecutive year.
LG Electronics earned high scores not only in the customer satisfaction assessment conducted by the Korea Standards Association but also in an unannounced phone monitoring assessment.
In Jul., LG Electronics ranked No. 1 for the second consecutive year in the home appliance after-sales service (A/S) category of the Korea Service Quality Index (KS-SQI), and it also took the top spot in this Call Center Quality Index.
LG Electronics is applying AI technology across the service domain to provide professional, swift, and accurate service.
First, it is operating an AI Contact Center (AICC) that introduces AI solutions across consultations. A representative solution of the AI Contact Center, AI Consultation Assist, displays conversations with customers in real time as text and grasps the context of speech to inform the consultant of solutions. Consultants can prevent mistakes in mishearing customer inquiries and quickly grasp the situation to respond to customer questions.
It is also using the One View app, which allows you to check customer histories such as purchases, consultations, and service at a glance, and the Argos system, which remotely diagnoses products linked to the smart home platform LG ThinQ. Even if customers do not explain their product status one by one, AI analyzes usage data to diagnose problems, and consultants guide customers on simple response methods based on that. In addition, it has LG Smart Check, which can determine whether a product is faulty by analyzing usage information without disassembly, and the unmanned consultation service AI chatbot.
LG Electronics is also working to enhance accessibility with customized services such as senior-only consultations and sign language consultations.
To improve convenience in using consultation services for senior customers, LG Electronics provides Visible ARS with text buttons 1.7 times larger than before and a slow speech service that reduces speaking speed to 80% of the previous rate to customers aged 60 or older registered with the customer center. Customers aged 70 or older are connected directly to the dedicated senior team without ARS procedures.
It also operates a sign language consultation service provided by consultants who hold sign language interpreter qualifications and possess service expertise. Previously, customers with hearing or speech impairments had to go through sign language interpretation services provided by institutions to use consultation services, but with the sign language consultation service they can resolve issues immediately. Sign language consultations can be easily connected via phones with video call functions or through KakaoTalk.
Jeong Yeon-chae, head of the customer value innovation institutional sector (vice president) at LG Electronics, said, "We will continue to strengthen AI-based service expertise and deliver differentiated customer experiences in the service sector."