Seoul, South Korea, April 22(BNP): LG Uplus, a leading telecommunications and digital services provider and a key subsidiary of LG Corporation, today announced a strategic collaboration with MongoDB to expand its generative AI capabilities and accelerate the modernization of its enterprise data architecture.
The partnership marks a significant step in LG Uplus’s transformation journey, as the company aims to build an AI-ready data ecosystem by transitioning from legacy systems to a more flexible, scalable, and developer-friendly architecture powered by MongoDB’s advanced data platform.
At the core of this transformation is LG Uplus’s AI-powered “Agent Assist” solution, developed to enhance customer service operations. Serving one of Korea’s largest customer service networks—with over 4,000 agents handling more than 3.5 million calls monthly—the company has leveraged AI to address inefficiencies such as slow response times and challenges in retrieving relevant information.
Built on MongoDB Atlas, the Agent Assist platform utilizes real-time transcription, automatic categorization, and intelligent contextual summaries to support agents during live calls. The solution has already delivered measurable business impact, improving operational efficiency by 30% and reducing average call handling time by 7%.
By adopting MongoDB’s document model and Vector Search capabilities, LG Uplus has been able to manage complex, unstructured data more effectively while eliminating the need for fragmented data systems. This integrated approach allows the platform to instantly identify customer intent and recommend optimal response strategies in real time.
“Building on our experience and success with MongoDB with AICC, we plan to expand this data management framework across our core AI services, including AI agents,” said Sang-yeop Lee, Chief Technology Officer and Executive Vice President of LG Uplus. “By establishing an environment where operational data can be leveraged more quickly and effectively, we will further improve the service quality that customers can directly experience.”
Looking ahead, LG Uplus plans to evolve its AI Contact Center (AICC) into a more advanced, self-learning system capable of analyzing context and customer sentiment in real time. The company also intends to extend its AI-driven data management model across multiple business functions to unlock greater value from its data assets.
As part of the modernization strategy, LG Uplus will work with MongoDB to transition key on-premise applications to a microservices-based architecture powered by MongoDB Atlas. This shift is expected to enhance performance, increase agility, and accelerate time-to-market for new services, while improving overall customer experience.
The collaboration underscores LG Uplus’s commitment to leveraging cutting-edge AI technologies to drive innovation, optimize operations, and deliver next-generation digital experiences in an increasingly data-driven world.
