LG Uplus said on the 28th that it introduced an artificial intelligence (AI)-based automatic abuse detection feature to the corporate currency solution "AI Biz Call by ixi" (hereafter AI Biz Call).
AI Biz Call is a corporate currency app that lets users place calls using a company phone number on a smartphone, and is used by a wide range of frontline employees such as teachers, public institution workers, and customer service staff. As of the end of September, about 30,000 lines are in use. The update was developed to ease the psychological burden caused by frequent complaint calls and to create a safer calling environment.
The newly updated abuse detection feature detects the other party's inappropriate utterances, such as profanity and abusive language, in real time during a call and immediately notifies the user with a vibration alert. When the user presses the report button, AI ends the call and automatically notifies a designated company administrator of the harm. This allows employees to reduce unnecessary stress while enabling corporations to raise both job satisfaction and customer service quality.
This feature is the first case of applying LG Uplus' self-developed "ixi" on-device AI to a smartphone application. Previously, speech-to-text (STT) had to be processed after the call ended, but with this update, abusive language can be blocked and responded to in real time during a call. In internal performance tests by LG Uplus, fields such as public administration and health care showed accuracy of over 95%, the highest level in the industry.
LG Uplus improved detection accuracy by training AI with about 770,000 sentences of abusive language and sexual harassment, based on its own contact center counseling data and currency data from general corporations such as teachers and public officials.
LG Uplus plans to expand the features of AI Biz Call so it can serve as a work assistant by applying AI functions to various work situations such as text messages and in-person meetings. In the mid to long term, the company expects to expand it into a "Work Agent" by linking it with customer systems such as customer relationship management (CRM) and groupware.
Ju Eom-gae, head of wireline business at LG Uplus (executive director), said, "The automatic abuse detection feature was developed to reduce the real hardships faced by employees in the field," adding, "We will continue to create tangible value that users can feel through AI Biz Call going forward."