Named top performer in home appliances and appliance subscription categories; company accelerates AI contact center transformation

A customer service consultant works at LG Electronics' AI contact center. [LG Electronics]
A customer service consultant works at LG Electronics' AI contact center. [LG Electronics]

LG Electronics said Tuesday it ranked first overall in the Korean Standards Association's Call Center Quality Index, known as KS-CQI, for the third consecutive year.

The KS-CQI is compiled annually based on online user satisfaction surveys and telephone monitoring assessments of domestic corporate and institutional call centers. It recognizes the top 10 companies in the overall ranking as well as outstanding performers in individual categories.

This year's survey, conducted from May through July and covering 242 companies across 54 categories, found that LG Electronics retained its position as the top-rated company in the home appliances category for the seventh straight year. The company was also named the best performer in the newly created appliance subscription category — the first in the industry to receive that distinction.

LG Electronics operates its AI Contact Center, known as AICC, with tools that include an AI counseling assistant that quickly and accurately surfaces relevant information for consultants during customer interactions, and ARGUS, a system that remotely diagnoses the condition of products linked to LG ThinQ and enables proactive care before customers report a problem.

The company is also preparing to introduce an AI-powered automatic quality assurance feature that lets consultants independently review and improve their own service quality. An AI education platform called AI EduOn, which allows consultants to study their own field and other areas daily, is already in use to raise overall counseling standards and minimize quality gaps among staff.

LG Electronics is also working to enhance its automated consultation processes to eliminate service gaps and deliver a more complete customer experience.

"The synergy between our advanced AI technology and highly skilled consultants has earned us the top overall ranking for three consecutive years, the best rating in the home appliances category for seven straight years, and the industry's first top rating in the appliance subscription category," said Jeong Jae-woong, executive vice president and head of the customer value innovation division at LG Electronics. "We will redouble our efforts to strengthen the capabilities of our AX Global Contact Center to meet the increasingly diverse range of products and customer needs."


joze@heraldcorp.com