LG Uplus said on Feb. 25 it will unveil 'Agentic AICC', a next-generation customer consultation solution developed using OpenAI technology, at MWC26, the world's largest mobile communications exhibition.

The company said Agentic AICC is the outcome of a strategic business agreement in the AICC field that LG Uplus and OpenAI signed in July last year. It said OpenAI engineers took part in technical support after the agreement, working to optimise large language model response speeds and improve consultation accuracy.

LG Uplus previously launched 'Agentic Callbot Standard' last year. It said Agentic AICC is a more advanced model designed to go beyond simple responses and serve as an agent that can judge and act on its own.

Agentic AICC moves away from existing rule-based methods that answer according to predefined scenarios. Based on OpenAI's LLM, it analyses a customer's intent and context to generate responses. Customers can make inquiries in everyday language without fixed expressions. It maintains the flow of conversation even if the topic changes during a consultation or complex requests are made. For example, it can handle a continuous consultation even if a customer asks to change a service after asking about fees.

It also applies a 'Planning' function that determines consultation priorities and procedures. The company described it as a technology that dynamically manages specialised context in consultations. It said the AI analyses customer requests to establish a consultation plan and minimises inaccurate information generation, or hallucinations.

At MWC26, it will also introduce a 'Self-Evolving' concept. LG Uplus said it is continuously upgrading the system through a 'Feedback Loop' that converts customer responses and problem-resolution results into training data. It said this enables continuous correction of response errors and model improvement. LG Uplus said it plans to demonstrate the technology by placing a 'digital human' adviser applying the concept at its booth.

Ahn Hyung-gyun (안형균), executive director and head of LG Uplus' Enterprise AI Business Group, said the company will continue to combine global partnerships with its AI capabilities to keep introducing innovative platforms that provide practical value to both customers and companies.