LG Uplus is expanding the scope of non-face-to-face processing across home activations and after-sales service (AS). It is handling more than 60,000 cases a month on average without visits, about 54 percent of total device returns and product-change activations.

On May 10, LG Uplus said the scale of non-face-to-face processing grew rapidly, centered on device returns for cancellation customers and self-activation. It said it is expanding the scope this year to cover simple AS to reduce the burden of coordinating schedules and waiting.

Home activations and AI services have typically worked by having a home manager coordinate a schedule with the customer and then visit in person. With internet products, fast installation is important, so customers are sensitive about schedules. Even relatively simple tasks such as device returns or changes required a visit. Recently, more customers have also become uncomfortable with visits as one-person households increase.

LG Uplus stepped up its expansion of non-face-to-face services to reduce customer inconvenience. It first improved the device return process for customers who cancel service. Previously, a home manager visited in person to collect devices. The company expanded collection addresses beyond homes to workplaces and provided dedicated boxes that allow devices to be packed. It also added convenience store parcel carriers. As a result, the monthly average number of non-face-to-face returns of cancelled-service devices rose from about 19,000 in 2024 to about 36,000 last year and about 43,000 this year.

It also expanded self-activation services that customers install themselves. It increased the number of devices eligible for self-activation, including routers, set-top boxes and artificial intelligence (AI) speakers. To avoid inconvenience during self-installation, it provided installation content on its official website that customers can follow and guidance leaflets. As a result, the number of self-activations rose from about 3,000 a month on average to about 13,000 in 2025 and more than 20,000 in 2026.

LG Uplus said customer response to non-face-to-face services was also positive. Based on an internal survey, the top reason for recommending the parcel activation service was "fast installation without needing to wait for a home manager," at 52 percent. "Non-face-to-face 진행 without visits" accounted for 17 percent.

LG Uplus introduced non-face-to-face service for AS starting this year. Non-face-to-face AS applies when a device fault is clearly recognisable to the customer or when a fault is confirmed through customer service consultation. For issues with unclear causes, such as "the internet does not work well," it handles them through on-site AS.

Yoon Kyung-in (윤경인), head of home service customer satisfaction at LG Uplus, said the company expanded non-face-to-face services so customers can choose the services they need in the way they want, moving away from a structure where customers had to make time and wait for a visit. He said it will continue to improve home service operations in a way that increases customer convenience.