On July 28, LG Uplus has announced a strategic partnership with leading global artificial intelligence (AI) company, OpenAI, to develop a next-generation AI Contact Center (AICC). The two companies signed a Memorandum of Understanding (MOU) to jointly create advanced AI solutions for customer service.
Under this collaboration, LG Uplus aims to develop an AI agent capable of handling a wide range of inquiries—from routine customer support to complex, specialized consultations—by harnessing OpenAI’s cutting-edge technologies. This initiative marks a significant step toward expanding LG Uplus’s AI-driven customer service offerings.
The AI agent will be designed to provide high accuracy and professionalism across various domains, contributing to increased productivity and operational efficiency for business clients.
Leveraging this partnership, LG Uplus plans to combine its subsidiary LG AI Research’s large-scale AI, “EXAONE,” with OpenAI’s API through a multi-engine strategy. EXAONE’s capabilities in Korean language and domain-specific expertise will be integrated with OpenAI’s inference power to deliver customized AICC solutions tailored to each client’s needs.
The company expects that this synergistic approach—merging EXAONE’s versatility and OpenAI’s reasoning capabilities—will significantly improve conversation quality and workflow efficiency. Additionally, LG Uplus aims to strengthen its B2B market competitiveness by offering client-specific Agentic AICC services optimized for different business requirements.
The new technology will also be deployed within LG Uplus’s customer service centers. The company plans to introduce multi-engine technology across chatbots, automated quality assessments, and consultation advisors to enhance both customer response quality and agent productivity.
Recent pilot testing demonstrated that OpenAI’s technology excels at understanding complex questions and accurately inferring user intent, proving its potential for use in specialized consultation domains.
LG Uplus intends to officially launch services based on Agentic AICC in the second half of this year, aiming to secure a technological lead and accelerate expansion into the B2B AI market.
The MoU signing ceremony was attended by key executives, including LG Uplus’s Corporate AI Business Group Head, Ahn Hyung-kyun, and Andy Brown, Head of OpenAI Asia-Pacific Business.
Ahn Hyung-kyun commented, “AI-driven customer support automation is a fundamental driver of productivity and customer experience innovation for businesses. With our partnership with OpenAI, we will actively target the B2B AI market by deploying the innovative Agentic AICC in the second half of this year.”
Andy Brown from OpenAI added, “LG Uplus demonstrates a remarkable case of how AI can genuinely revolutionize customer service. We are proud that OpenAI’s technology will contribute to faster, more efficient, and personalized customer experiences.”
