"Tell AI instead of the menu and it's over"...LG U+ will support payment of fees and roaming subscription through agents

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LG U+ will convert artificial intelligence (AI), which only answered customer questions or guided menus, into a form that handles actual tasks such as paying fees and subscribing to roaming. Starting with fares and roaming, the plan is to expand the scope of application to major communication services so that customers can finish necessary tasks only by talking with AI without visiting multiple menus.

On the 13th, LG U+ announced that it will gradually switch AI search of the integrated customer platform "U+one" to an "Actionable AI Agent" that supports even the execution of tasks desired by customers. U+one is an integrated customer platform that can check pricing plan, billing and payment information, explore and subscribe to roaming and additional services.

The biggest difference from existing AI search is that it continues from the answer to the actual work. Previously, after answering customers' questions, it was connected to an app screen with necessary functions. Now, AI agents analyze customers' actual usage information, recommend necessary services, and process payments and subscriptions after checking customers. It is a structure that continues from information check and analysis to recommendation and execution in one conversation.

LG U+ first introduced a 'charge payment agent' in August. When a customer asks for a bill or unpaid bill this month, they will check the bill amount, unpaid payment, and discount details and let you know. If the rate has changed from the previous month, the cause will also be explained by analyzing major changes such as roaming, additional services, small payments, and terminal installment payments.

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In fact, on the U+one AI search, "The bill for this month was higher than last month. Why did you go up?" I asked. Seven seconds later, AI answered that the amount charged in October was 78,000 won, up 29,000 won from 49,000 won in September. In other words, he quickly found out that the cause was a new overseas roaming fee of 29,000 won this month.

When I entered "I want to pay the fee right away," it led to a payment process using an existing automatic transfer account without moving to a separate payment menu or other screen. As in the past, AI does not end with notifying the payment method or related menu, but also handles actual work on the screen we talked about. The means of payment and how to receive bills can be changed immediately during the conversation.

However, AI does not arbitrarily execute tasks that directly affect customers, such as paying fees. Before payment, show the customer the processing again and confirm the final intention. The possibility of double payments was also informed in advance and each process was recorded so that if a problem occurred, the cause could be identified.

Last month, it also added a "roaming agent." When a customer enters a travel country, schedule, and data usage tendency, they recommend roaming products that meet the conditions and even support subscriptions. It is a way of suggesting products based on the travel period and estimated data usage.

The recommended products can also be subscribed by continuing the conversation without moving to a separate screen. You can check travel tips, local payment information, and subscription product benefits, and you can also check roaming charges after traveling.

The proportion that leads to actual product subscriptions has also increased. According to LG U+, the subscription conversion rate of customers who were recommended through roaming agents was about twice as high as the existing AI search method that was connected to the related app screen.

LG U+ will increase the number of tasks that AI can handle in turn. In the fourth quarter of this year, it will introduce a "store information agent" that recommends nearby stores based on customer location. It also supports checking the location of the store on the map, finding directions, and making phone calls.

Next year, interactive AI agents will be expanded to all major communication services. Reduce the process of customers repeatedly explaining the same content by utilizing usage history and previous conversations. It also plans to add multilingual and voice features.

In the long run, if a customer enters the desired content in one input window without looking for an individual menu, AI will develop U+one into an "AI First App" that proposes appropriate services and even supports processing.

Kim Won-ki, head of LG Uplus Digital CX Live, said, "The core of the U+one AI agent is to help you finish necessary tasks easily and conveniently only by talking with AI. We will expand the experience of 'Simply U+' to the entire telecommunication life, starting with payment of fees and roaming."