You can view the menu screen while listening to the voice guidance.
The scope of self-processing, where information is found independently, is expanding.

LG Uplus announced that it is introducing 'Visible ARS,' a consultation service that utilizes smartphone screens.

"Visual ARS" refers to an "ARS (Automatic Response Service)" that provides both voice guidance and visual information on a smartphone screen when connecting to a customer service center. Because users can view the menu screen while listening to the voice guidance, they can find the desired information more quickly. In traditional voice-based ARS, there was the inconvenience of having to wait for guidance until the appropriate item appeared.

Through this service, the scope of 'Self-processing' is expanded, allowing customers to quickly obtain information on their own without connecting to a consultant. Customers can instantly check about 20 items, including 9 items supported by voice ARS such as 'checking bills and overdue charges,' as well as 'changing payment method,' 'instant card payment,' and 'receiving bills.'

As customer 'self-service' options expand, the working environment for counselors is also expected to improve. In particular, the "visual ARS" is expected to partially alleviate the burden of "emotional exhaustion" and "voice care" for counselors arising from simple inquiries and repetitive consultations.

LG Uplus found that customer usage of its "Visual ARS" was higher than expected following a month-long test operation. In particular, the service was frequently used by customers seeking simple information, such as checking bills and payments or processing changes, while there were also many users for services like checking requests and utilizing self-help solutions. LG Uplus plans to continuously improve the service by analyzing and reflecting customer usage patterns, including adding a feature this month that allows for simple self-diagnosis and inspection in the event of home terminal failures, such as with IPTV set-top boxes.

An LG Uplus official stated, “We introduced ‘Visible ARS’ to provide a faster and more convenient service environment for home and media users,” adding, “Going forward, we will further expand the scope of visualized consultation services and enhance the system to quickly resolve a wider range of customer inquiries.”