LG Uplus has established an AI-based customer management system designed to detect and prevent customer complaints proactively. This initiative aims to address inconveniences for customers using home services such as high-speed internet and IPTV, thereby reducing complaint rates and providing a differentiated customer experience.
The new Customer Relationship Management (CRM) system integrates customer activation information, service records, consultation details, and quality data, utilizing AI to identify potential complaints and inconveniences before they arise. Previously, the process required customers to recognize problems themselves and request inspections from service centers, which posed limitations in identifying issues before they impacted the customer.
To enhance this approach, LG Uplus has employed AI technology to analyze customer data and predict situations where customers may experience inconvenience. This allows home service staff at LG Uplus to identify warning signs of customer complaints or issues before they occur and take preemptive action.
For instance, if a high-speed internet line experiences a speed reduction that the customer has not yet noticed, the CRM system can detect this change and inform the home service staff. Based on this information, staff can reach out to customers to verify any service irregularities and provide necessary guidance.
Through this AI-based CRM system, LG Uplus plans to prevent customer inconveniences in advance and improve service quality by offering immediate guidance and solutions. The company expects this approach to enhance customer satisfaction and reduce cancellation rates. Currently, the focus is on detecting anomalies in high-speed internet lines, but plans are in place to extend monitoring to Wi-Fi routers and set-top boxes in the future.
“With the AI-based CRM system, we aim to significantly improve service quality and maximize customer satisfaction," said Yoon Kyung-in, head of home service customer satisfaction at LG Uplus. "We will continue to introduce various services to innovate the customer experience.”
