LG Uplus said on Monday it will unveil an AI contact centre (AICC) solution at Asia's largest AI transformation (AX) conference, AXIS 2026, linking the entire customer centre operation with AI.

AXIS 2026 is an AX-focused event hosted by Korea Management Association Consulting. It will be held at COEX in Seoul from July 14 to 16. LG Uplus will set up an exhibition booth to introduce key AICC technologies and services.

LG Uplus' AICC links AI across the creation and validation of consulting agents, support for agents, post-call quality management and service improvement. Its core technology, the AI Orchestration Engine (AOE), analyses customers' utterances and context, links suitable AI agents with knowledge and functions, and controls how each function operates in line with the consulting flow.

The agentic AI consulting bot understands customer inquiries and carries out information searches and decisions, executes tasks and provides results. It can, for example, recommend roaming plans that fit a travel itinerary and proceed with the sign-up process.

It also automates the development and validation of consulting agents. Text to Agent lets an operator enter requirements in natural language, then builds consulting scenarios and work procedures and links the necessary application programming interfaces (APIs).

Agent Evaluator verifies policy compliance and quality in advance through consulting simulations. AI Consulting Advisor analyses conversations between customers and agents in real time to recommend needed knowledge, and automates consulting summaries, code recommendations and after-call work.

After a consultation ends, Auto QA analyses consulting quality and areas for improvement, while VOC Insight identifies customer inconveniences and causes in consulting content and presents directions for service improvement.

Nam-hee Seo (서남희), an executive director in LG Uplus' AICC Product Tribe, will present the direction and business vision for a future customer centre where AI and human agents collaborate on the second day of the event.

Seo said, "We will develop AICC so that AI and human agents can create a better customer experience together."