LG Uplus (032640.KS) said Thursday it has launched "Agentic Callbot," a subscription-based generative AI call service powered by OpenAI technology, marking the first such service in Korea. The company expects the new service to reduce consultation time while improving resolution rates.
A callbot is an AI phone response service that automates customer consultations. By applying agentic AI technology, the system can understand customer intent and conversation context in real time, enabling natural responses to complex inquiries. The service also integrates with various applications to provide end-to-end consultation that meets customers' specific needs.
While conventional rule-based callbots could only handle simple and repetitive inquiries following predetermined scenarios, the agentic callbot can understand diverse expressions and situations without prior training through large language models (LLMs) and retrieval-augmented generation (RAG), and can control systems autonomously.
The agentic callbot can be used across various customer center sectors including manufacturing, retail, services, hospitals, universities and facilities. For example, in hospitals, the AI can answer calls, check existing appointments, process appointment changes and send confirmation messages—all handled through AI consultation.
LG Uplus has applied protective guardrails for customer conversations and personal information to ensure the stability and security of the agentic callbot. Customers can use the service with confidence as operational quality is managed through dashboard-based real-time monitoring and statistics.
Going forward, LG Uplus plans to introduce a "Speech-to-Speech" (STS) function that processes speaking (voice synthesis), listening (voice recognition) and reasoning through real-time APIs based on OpenAI's multimodal LLM, as well as agent services that link multiple LLMs.
"We plan to introduce additional agentic AICC services utilizing OpenAI's various technologies," said Chung Young-hoon, Executive Vice President of Enterprise AI Business at LG Uplus.