LG Uplus 以 AI 智能體處理帳單繳付及漫遊服務訂閲

An LG Uplus employee introduces the roaming agent in U+one. (Photo: LG Uplus)

LG Uplus announced on Oct. 13 that it is transforming its integrated customer platform, U+one, into an “actionable AI agent” that can carry out tasks in response to customer requests.

U+one is a customer platform that allows users to manage telecom-related tasks in one app, including checking mobile plans, viewing and paying bills, and subscribing to roaming and other value-added services.

LG Uplus introduced a bill-payment agent in August and a roaming agent in September. While the previous artificial intelligence (AI) search feature answered questions and directed users to relevant menus, the new functions analyze customer usage information and handle the process from product recommendations to payment and subscription within a chat interface.

The bill-payment agent provides information on billed amounts, outstanding payments, and discounts. When a bill changes from the previous month, it analyzes roaming, value-added services, micropayments, and device installment payments to explain the reasons for the change.

Customers can also pay overdue bills without navigating to a separate menu. The system requires final confirmation from the customer before payment and is designed to warn users in advance about the possibility of duplicate payments.

The roaming agent recommends suitable plans based on a customer’s destination, travel schedule, and data usage patterns. Customers can review the recommendations and subscribe directly through the chat interface. The service also provides destination information, local payment methods, and access to roaming charge details.

According to LG Uplus, the subscription conversion rate among customers who received recommendations through the roaming agent was nearly twice that of customers using the company’s previous AI search-based subscription process.

LG Uplus plans to add a store-finder agent in the fourth quarter. Based on a customer’s location, the feature will recommend nearby stores and provide directions and call-connection functions.