LG Uplus Corp. has cut monthly customer service times by approximately 1.17 million minutes through the implementation of an AI-powered call assistant, the company said on Tuesday.

The system, dubbed AI Call Advisor, uses a small language model (SLM) called ixi-GEN developed in-house based on LG AI Research’s Exaone 3.5 to tailor real-time support during service calls.

The announcement was made during a press briefing at LG Uplus headquarters in Yongsan, Seoul, where the company shared its progress on artificial intelligence contact center (AICC) initiatives.

The AI Call Advisor functions as a real-time agent supporting customer service representatives throughout the entire call process—from the moment a call is answered to the post-call wrap-up.

First deployed in September last year, the system has reduced average call wait times by 17 seconds and conversation lengths by 30 seconds, resulting in an overall efficiency gain of about 19 percent.

Given the company handles about 75,000 calls per weekday, the time savings total roughly 1.17 million minutes per month.

The system’s core technologies include speech-to-text (STT), agentic retrieval-augmented generation (RAG), and AI In-the-Loop. STT converts customer speech into real-time text, ensuring that agents do not miss any information.

Based on these transcripts, the AI understands the conversation context and offers tailored recommendations to the agent.

Agentic RAG enables the AI to extract relevant internal company information and formulate responses based on real-time conversation analysis. Meanwhile, AI In-the-Loop enhances accuracy in classifying post-call dialogues by speaker roles.

Additionally, LG Uplus has developed a feature called AI Auto QA that evaluates and provides feedback on calls, which is expected to be rolled out as early as next month.

The company also plans to extend the AI Call Advisor service to other LG Group affiliates, including LG Electronics Inc., by the end of the year.

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