LG Electronics said it ranked No. 1 in the home appliance after-sales service (AS) institutional sector of the 2026 Korea Service Quality Index (KS-SQI), hosted by the Korean Standards Association. It has been No. 1 for three consecutive years since 2024.
The Korea Service Quality Index is an indicator that evaluates service quality by surveying satisfaction among consumers who actually used the service. LG Electronics received the industry's highest scores this year in key evaluation items such as expertise in providing the services customers want, proactiveness shown in interactions with customers, the external aspects of the service environment, and orientation toward social value.
LG Electronics reflects customer feedback in service policies based on consumer-centered management (CCM). It earned positive marks for strengthening personalized services by introducing artificial intelligence (AI)-based solutions across the service process, from consultation to repair.
A representative service is the AI unmanned consultation service "AI Chat·Voicebot." AI analyzes customer inquiries to provide self-guidance content for simple issues and, when an on-site repair is needed, guides users through the request. Starting in the second half of this year, LG Electronics plans to upgrade the service so that the Voicebot can grasp customers' past consultation history and conversational intent to present more suitable solutions.
It also operates the remote diagnostics solution "Argus." Argus provides counselors with status information for products consolidated with LG ThinQ. For example, when an inquiry comes in about a washing machine drainage issue, a counselor can determine in advance whether an on-site repair is needed due to a drain motor failure or whether it can be resolved by simply removing foreign matter.
The AI assistant "Qbot" helps reduce variations in consultation quality and improve service consistency. Qbot provides the basic information needed for consultations, product expertise, and the know-how of seasoned counselors in data form.
AI and data-based solutions are also being applied to the repair process. LG Electronics operates an automatic parts recommendation feature that proposes necessary parts in advance based on more than 5 million repair records and the product's symptoms. "LG Smart Check," used in on-site service, supports checking the operating status of each part without disassembling the product. The diagnostic results are provided in report form, making it easy to identify issues.
LG Electronics is also conducting touring service for home appliances, focusing on farming and fishing villages and island and mountainous regions. When summer flood damage occurs, it sets up temporary service bases in the affected areas to support appliance cleaning, repairs, and parts replacement.
Jeong Jae-ung, executive vice president and head of customer value innovation at LG Electronics, said, "We will continue to drive service innovation by expanding AI transformation (AX) to deliver differentiated customer experiences."