LG Uplus said on the 16th that it launched a Generative AI-based subscription call bot service using OpenAI technology, "Agentic Callbot (Standard)."
A call bot is an AI phone response service that automates customer support. LG Uplus applied agentic AI technology to this so it can grasp customer intent and conversational context in real time and naturally handle even complex inquiries. It also became able to provide a complete, end-to-end support service by linking with various applications to meet the customer's support objectives.
Existing rule-based call bots could respond only to simple and repetitive inquiries according to fixed scenarios. Agentic Callbot can understand various expressions and situations without prior training and control systems on its own through a large language model (LLM) and retrieval-augmented generation (RAG). With the introduction of Agentic Callbot, LG Uplus expects shorter call times and higher completeness.
Agentic Callbot can be used across a range of contact center industries, including manufacturing, retail, services, hospitals, universities, and facilities. For example, at a hospital, AI can answer calls, check existing appointments, handle appointment changes, and then send a completion text message, enabling AI-powered support.
LG Uplus applied protective guardrails to conversations with customers and personal information to ensure the stability and security of Agentic Callbot. Through this, it manages operational quality with dashboard-based real-time monitoring and statistics so customers can use it with confidence.
Going forward, LG Uplus plans to introduce an agent service that connects multiple LLMs and an "STS (Speech-to-Speech)" feature that handles speaking (Text-to-Speech (TTS)), listening (speech recognition), and reasoning as real-time application services (APIs) based on OpenAI's multimodal LLM.