LG Uplus said on the 25th it will unveil its next-generation customer service solution, the "Agentic AICC (AI Contact Center)," developed using OpenAI technology, at MWC26, the world's largest mobile communications exhibition, next month. The company plans to change the paradigm of call center services through a "human-centered AI" that understands customer intent in real time and presents optimal answers and solutions.
The Agentic AICC unveiled this time is the fruit of a strategic business agreement (MOU) in the AICC field signed in Jul. last year by LG Uplus and OpenAI. Since the agreement, OpenAI engineers have provided direct technical support, focusing on optimizing response speed of large language models (LLMs) and improving counseling accuracy.
LG Uplus already released the "Agentic Callbot Standard" last year. The Agentic AICC being introduced this year is a further advanced model that goes beyond simple responses to perform the role of an "agent" in which the AI makes its own judgments and takes action.
Agentic AICC moves away from the existing "rule-based" method that handled questions according to predefined scenarios and, based on OpenAI's large language model, understands the intent and context of customer utterances in real time to generate optimal answers. As a result, customers can inquire in everyday language without needing to use set expressions.
In particular, even when the inquiry changes during counseling or complex requests come in, the AI continues the consultation naturally without breaking the flow. For example, even if a customer requests a service change right after a billing inquiry, continuous counseling is possible without separate background explanations.
Agentic AICC incorporates a "planning" function in which the AI determines the priorities and procedures of counseling, going beyond simple response capabilities. This is a technology that dynamically manages context specialized for consultations, and the AI analyzes customer requests to establish its own counseling plan, then minimizes hallucinations to deliver accurate and reliable information.
At this MWC, the more advanced AICC concept of "self-evolving" will also be unveiled. Although the LG Uplus AICC is designed based on vast counseling data amounting to 33 million cases annually, it does not rely solely on past data. Through a "feedback loop" that converts customer reactions and problem-solving outcomes arising during new consultations into training data, the system is being continuously upgraded.
With this approach, it is possible to evolve by continuously correcting response errors that occur during actual consultations and improving the model. LG Uplus plans to place a "digital human" counselor featuring the self-evolving concept at its MWC26 exhibition booth and offer visitors an opportunity to experience the technology firsthand.
Building on the proven operating experience of last year's Agentic Callbot Standard, LG Uplus plans to further strengthen its market competitiveness by adding agentic technology that generates real-time counseling flows and learns on its own. In particular, the company will continue collaborating with the OpenAI engineering team to maintain performance optimized for real-world customer service environments.
Ahn Hyeong-gyun, executive director and head of the Enterprise AI Business Group at LG Uplus, said, "The technology unveiled at this MWC is the result the two companies produced after constant deliberation since our collaboration declaration with OpenAI in Jul. last year," adding, "We will continue to introduce innovative platforms that provide tangible value to customers and corporations by combining global partnerships with our own AI capabilities."