[Edaily Reporter JAEMIN SONG ] LGELECTRONICS has been recognized for its competitiveness in domestic home appliance after-sales service (AS) by leading the way in service innovation through the integration of artificial intelligence (AI). By applying AI throughout the entire service process—from consultation to remote diagnosis and repair—the company has enhanced customer satisfaction, resulting in its ranking first for three consecutive years in the home appliance AS category of the Korea Service Quality Index (KS-SQI).

LGELECTRONICS announced on the 2nd that it took first place in the home appliance after-sales service category in the “2026 Korea Service Quality Index (KS-SQI)” survey conducted by the Korean Standards Association. The Korea Service Quality Index is an evaluation metric that measures satisfaction among consumers who have actually used the services. LGELECTRONICS received the highest scores in the industry across key evaluation categories, including expertise, proactiveness, service environment, and social value.

Based on its Consumer-Centric Management (CCM) approach, the company incorporates customer feedback into its service policies and is expanding AI-based innovative solutions across the entire service spectrum, from consultation to repair. For example, AI chat and voice bots analyze customer inquiries to guide users in resolving simple issues on their own and, if necessary, arrange for in-home repairs. Starting in the second half of the year, the company plans to provide more sophisticated consultation services by analyzing customers’ consultation histories and conversation intent.

The remote diagnostic solution “Argus” is also enhancing service efficiency. By providing customer service representatives with product status information linked to LG Corp.’s ThinQ platform, it helps them determine in advance whether an on-site repair is necessary. The company explains that this reduces unnecessary visits and shortens customer wait times.

The AI customer service support system “Qbot” plays a key role in standardizing service quality. It digitizes product information and the know-how of veteran service representatives to provide it to agents. Based on over 5 million repair records, it automatically recommends parts that match specific product symptoms, thereby improving service accuracy. In the field, “LG Smart Check” is used to diagnose major components without disassembling the product and to provide the results in report format.

LGELECTRONICS operates mobile service units targeting rural, fishing, island, and mountainous areas with limited access to service. It also conducts social contribution activities, such as setting up temporary service centers during summer floods to provide home appliance cleaning, repairs, and parts replacement.

Jeong Jae-woong, Executive Vice President and Head of the Customer Value Innovation Division at LGELECTRONICS, said, “We will continue to drive service innovation through the expansion of AX to provide a differentiated customer experience.”