LG Uplus said on Tuesday that its home and mobile customer centres were both selected in the call centre category of the 2026 Korean Service Quality Index (KSQI) hosted by Korea Management Association Consulting (KMAC). It said both centres were named a "customer-moving call centre" for a second straight year and an "outstanding call centre in Korea" for a third straight year.

The KSQI announces final results based on average scores compiled after surveying call centre service quality four times a year. LG Uplus said it achieved both the customer-moving call centre and outstanding call centre in Korea designations for its home customer centre for high-speed internet and its mobile customer centre for mobile telecommunications in the 2026 evaluation.

To be named a customer-moving call centre, a centre must meet both at least 92 points in service quality and at least 80 points in empathy. To be named an outstanding call centre in Korea, a centre must achieve at least 92 points in service quality. The company said its home customer centre in particular received an evaluation at the highest level across industries.

LG Uplus cited consulting innovation based on artificial intelligence (AI) technology and strengthening counsellors' empathy capabilities as behind the result. It said capacity secured through AI allowed counsellors to focus more on customers. It also developed self-service channels such as call bots, chatbots and visual ARS to reduce waiting times.

When connecting customers to counsellors, an AI "consulting advisor" provides customer-tailored information in real time, improving accuracy and response speed, it said. It also introduced its self-developed AI consultation quality management system, "AI Auto QA", to build a quality inspection and feedback system covering all consultations. As a result, it said it was selected as a 2026 KSQI leader in non-face-to-face channels in the Auto QA category.

Nam-hee Seo (서남희), an executive director at LG Uplus, said the result came from continuously innovating customer-centred consulting services by combining AI technology with human empathy. "We will continue to provide a differentiated consulting experience based on customers' voices," Seo said.