[Edaily Reporter Kim Hyun-ah ] LG Uplus(032640)is expanding the artificial intelligence (AI) capabilities of its customer app, “U+one,” from providing information to handling tasks. The app analyzes the reasons behind billing changes and assists with payments, while also recommending roaming plans tailored to travel itineraries and helping users sign up for them.

The company stated that the conversion rate for customers who received roaming plan recommendations was approximately twice as high as that of the previous AI search method.

LG Uplus announced on the 13th that it will gradually transition U+one’s AI search into an “Agent AI” that supports service recommendations and execution.

Currently implemented features include the Bill Payment Agent and the Roaming Agent. The Bill Payment Agent provides information on the billed amount and any outstanding balances, and if the bill has increased compared to the previous month, it analyzes key factors—such as roaming charges, value-added services, micro-payments, and device installment payments—to explain the cause. Customers can pay their bills directly within the chat window without having to navigate to a separate menu.

Before processing a payment, the system informs the customer of the transaction details and obtains final confirmation. It also alerts customers in advance to the possibility of duplicate payments, and the entire transaction process is logged.

The Roaming Agent recommends plans and assists with sign-ups based on the customer’s destination country, itinerary, and data usage patterns. For example, if a customer enters their travel itinerary to Japan and their plans for using social media and videos, the agent will suggest roaming plans that match those criteria. Customers can review the recommendations and sign up directly within the chat window, and they can also access travel tips and local payment information.

According to LG Uplus, the Roaming Agent’s sign-up conversion rate was approximately twice as high as that of the previous AI search method. While the previous method involved the AI providing an answer and then redirecting users to a related app screen, the Agent allows customers to browse plans and sign up directly through the conversation.

LG Uplus also plans to introduce an in-store guidance agent in the fourth quarter of this year. Based on the customer’s location, it will direct them to nearby stores and assist with map viewing, route guidance, and phone calls.

Next year, the company plans to expand AI agents to key telecommunications services and implement features that utilize customers’ usage history and previous conversations. It also plans to enhance voice and multilingual capabilities to improve user convenience.

Kim Won-ki, Head of the Digital CX Tribe at LG Uplus, said, “It is important to enable customers to handle necessary tasks through conversations with AI alone,” adding, “Starting with bill payments and roaming, we will expand the use of AI agents across all telecommunications services.”