LG Electronics Enhances Remote Service Functions to Significantly Reduce Inconvenience of Visiting Service Centers
'Smart Doctor' that manages your smartphone even more meticulously

LG Electronics utilizes artificial intelligence to provide customized remote after-sales service (AS) for smartphones.

Starting in the first quarter of this year, LG Electronics will sequentially introduce cutting-edge artificial intelligence technologies, such as machine learning and big data analysis, into its remote smartphone after-sales service. The advantages of AI include enhanced analysis accuracy, faster data processing speeds, and the provision of customized services for each customer. Because computers independently collect and analyze data to find solutions, after-sales service becomes more sophisticated and faster over time.

LG Electronics noted that more than 80% of smartphone customers' visits to service centers are due to simple inquiries or software issues. With the enhancement of remote service capabilities, the company expects to significantly reduce the inconvenience of customers unnecessarily visiting service centers.

LG Electronics is applying artificial intelligence to its 'Smart Doctor' app this year, which self-diagnoses mobile phone conditions and suggests solutions. Integrating AI into this app enables not only fast and accurate diagnoses but also the provision of customized guidance tailored to the user's level of IT proficiency.

For example, when the smartphone screen brightness becomes dim, it tells a customer who is using the smartphone for the first time to lower the brightness by pulling down the top of the screen and moving the scroll bar to the left to adjust the brightness, or recommends turning off unused apps. On the other hand, for customers familiar with smartphones, it shows how to reduce current by lowering the frame rate or resolution of frequently used game apps.

'Smart Doctor' has increased the number of diagnostic items by approximately 40% compared to the previous version. It provides thorough management for a total of 36 items. The system is being upgraded to allow users to directly check the status of hardware, including battery and sensors, as well as heat, power consumption, and network conditions. It also includes a notification feature that immediately alerts the user if a serious problem occurs with the phone, ensuring safe usage.

LG Electronics is applying the latest log analysis techniques to smartphone remote services, such as 'Quick Help' and 'LG Electronics Remote Consultation,' which are dozens of times faster and more accurate than the standard methods. The application of this technology accelerates the speed of error analysis and increases accuracy. Logs refer to records of device usage. By analyzing mobile phone logs after obtaining customer consent, the causes of problems based on usage patterns can be identified more systematically.

With the 'Quick Help' app, users can receive quick and convenient consultation via 1:1 chat with experts anytime, 24 hours a day. Even if it takes time to analyze the cause of an error, 'Quick Help' informs users how their questions have been resolved through a message notification feature. 'Quick Help' is a premium service available exclusively to LG G series and LG V series customers.

The 'LG Electronics Remote Consultation' app, which supports remote repair services, allows customers to conveniently receive diagnoses without visiting an AS center. When using the app, users can receive log analysis results and repair details in the form of a report after the remote repair is completed.