“At the end of the day, the foundation for growing into an AX company that is recognized by customers is quality,” Hwang said. “It does not matter how innovative the introduced AI technology is; if it is not backed by quality, it cannot create true customer satisfaction.”
Hwang’s remarks were made during a town hall meeting on AI transformation held on Wednesday.
“In an environment where AI technology is advancing and customer expectations are rising, the importance of quality will only increase.”
Hwang urged employees to prepare from the basics to deliver AX services that customers recognize but where they can see changes.
Hwang’s message is interpreted as a call to focus on setting the right business direction and prioritizing customer value, rather than running on speed alone in the increasingly competitive AI landscape.
Hwang has established a Customer Experience Innovation Center and built an Integrated Control Center, practicing quality-focused management since taking office in 2021. He also holds monthly Quality Innovation Sessions to directly manage customer-related indicators.
As a result of this quality management, LG Uplus recently recorded world-leading 5G download speeds and received high evaluation marks in the Digital Customer Experience Index (DCXI) and the Call Center Quality Index (KS-CQI).
The company also shared the development status and story of the upcoming call AI agent service, ixi-O, with its employees on Wednesday. It is aiming for a release within 2024 and is intensifying development efforts.
“We must thoroughly analyze the feedback from over 8,000 customers who experienced ixi-O and reflect it in the service,” Hwang said.
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