LG Uplus said on the 24th that it has upgraded its in-house service, "AI customer language converter," to make communication with customers simpler and friendlier. LG Uplus explained on the 24th that it upgraded the service to version 2.0 as a core tool of its "Simply U+" philosophy, which reduces complex terms and stiff guidance and creates messages anyone can understand.
The AI customer language converter is a chat-style AI that instantly turns drafts of customer guidance phrases—such as texts, notices, and counseling replies—entered by employees into "customer-centric language." With one click, users can adjust the tone to "more friendly" or "more polite," and the conversion scope, once limited to certain formats such as banners and texts, has expanded to all types of phrases. Since the upgrade, more than 4,500 phrases from the field have been applied to actual work.
The strength of the service is that it learned "Jinsim-che," the customer language style established in-house by LG Uplus. The company directly reviewed and edited more than 100,000 customer guidance phrases and fed the accumulated data into the AI. For example, "VoIP는 종량과금 정책에 따라 요금이 부과되니 유의 바랍니다" changes to "Please note that internet phone charges are incurred based on usage," and "VAS 중복 적용으로 인한 과납금은 익월 청구서에서 환급 처리됩니다" changes to "If you were overcharged due to duplicate application of value-added services, you can receive a refund on next month's bill."
LG Uplus plans to reduce the time spent drafting and reviewing messages and improve the reliability of customer experience by providing consistent guidance across channels such as the customer center, sales sites, website, and app. LG Uplus will first apply it to key notices, including plan and service change announcements, and then expand it to other business documents.