LG U+ has been named the best-in-class company in both the Mobile Telecommunications and High-Speed Internet & IPTV categories in the 2026 Contact Center Quality Index (KS-CQI), conducted by the Korean Standards Association (KSA). This marks the third consecutive year LG U+ has been recognized in these categories, and this year it topped both. LG U+ also won the Operations Award at the AX Contact Center Innovation Awards, recognizing its AI-powered innovation in customer center operations.

Widely used to evaluate contact center service quality, the KS-CQI assesses multiple aspects of customer service, from reliability, courtesy, and responsiveness to accessibility, professionalism, and empathy. LG U+ was named best-in-class in Mobile Telecommunications for the third consecutive year and High-Speed Internet & IPTV for the second, reaffirming its industry-leading customer service capabilities.

The AX Contact Center Innovation Award recognizes companies leveraging AI to enhance customer experiences, service quality, and operational efficiency. LG U+ received the Operations Award for its in-house AI-powered quality management system as well as its human-centered AICC (AI Contact Center) operations. The award reflects the company’s continued efforts in combining core customer service capabilities with AI technology to transform the customer experience. LG U+ has worked to reduce waiting times and the need for customers to repeat the same issue, while fostering a customer service culture that carefully considers individual circumstances and emotions.

LG U+ continues to innovate its self-service channels, including AI voicebots, chatbots, and visual IVR, enabling customers to resolve issues quickly and easily. AI handles routine inquiries, while customers requiring more specialized assistance are promptly connected to human agents, improving overall convenience.

During customer consultations, LG U+’s AI Consultation Advisor finds the relevant information and knowledge in real time based on the context of each conversation. This AI assists human agents by summarizing consultations and entering consultation codes, allowing them to spend less time searching for information and recording details, and more time listening to customers and resolving their issues.

LG U+ is also driving improvements in customer service quality through its in-house AI-powered quality management solution, AI Auto QA.Previously, only a sample of customer consultations could be reviewed for quality assurance. With AI Auto QA, all customer consultations can now be analyzed for more comprehensive quality assessments. Immediately after each consultation, the system identifies strengths and areas for improvement to help agents enhance their capabilities. It also enables customer service coaches to focus on coaching tailored to each agent.

LG U+ views AI not simply as a tool for automation, but as a key driver of customer experience innovation. Under its human-centered AICC strategy, AI supports repetitive tasks and information searches, while human agents focus on understanding customers’ individual circumstances, showing empathy, and resolving complex issues.

The company also operates its 4S (Slow, Simple, Sympathy, Solve) service initiative, tailored to customers aged 65 and older. Through this program, agents explain information at a slower pace, communicate in simple terms, understand customers’ emotions, and work to resolve their issues through to completion. These efforts are part of LG U+’s broader commitment to creating the most accessible and enjoyable customer experience.

“We believe this recognition reflects the value of our human-centered AICC philosophy, in which AI does not replace people but instead empowers our agents to focus more closely on customers,” said Namhee Seo, Vice President and Head of Customer Value (CV) at LG U+. “We will continue to advance AI-driven innovation while strengthening our ability to understand customers’ individual circumstances and emotions, with the goal of building the customer center our customers trust most.”