[Executive Corner] Reinventing Services With Customers at Heart
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[Executive Corner] Orchestrating “Affectionate Intelligence” With AI Processors Exclusive to LG OLEDBy News Reporter
Imagine a TV that not only delivers your favorite shows in incredible picture quality but also connects with you on a deeper level. That concept is no longer bound to imagination, as LG’s latest TVs are capable of understanding what you want and need, tailoring every moment you spend with it through ‘Affectionate Intelligence.’ This is the essence of LG’s unwavering commitment to crafting empathetic algorithms through three decades of technological innovation. This ethos seamlessly extends to the development of its AI chipsets, which are designed to foster more meaningful TV interactions.
As a testament to this dedication, LG’s Alpha AI processor, engineered exclusively for its OLED TVs, made its global debut a decade ago as one of the biggest breakthroughs in TV processing technology history. This AI-powered processor is constantly evolving based on customer feedback, which guarantees a TV experience that only gets better with time.
Amidst the widespread adoption of OLED panels, LG OLED TVs set themselves apart courtesy of the first OLED-dedicated AI processor. This processor leverages advanced algorithms and cutting-edge upscaling technology to unlock uncharted levels of picture quality within LG OLED TVs.
Various processing technologies continue to evolve with AI, notably showcasing significant performance enhancements in the Neural Processing Unit (NPU) – essential for affectionate intelligence – with a remarkable surge of 400 percent. LG’s latest OLED evo TVs1 are equipped with the new α (Alpha) 11 AI processor which boosts processing speeds by 30 percent compared to its predecessor.
What’s more, LG’s premium AI processing technology has expanded to LG QNED TVs, taking the performance of its high-end LCD TV lineup to new levels. LG QNED TVs feature the Alpha 8 AI processor to achieve a 1.3-fold increase in AI performance and 1.6-fold increase in processing speed compared to its predecessor. These remarkable advancements come together to form a powerful yet refined audiovisual experience that heightens the audience’s sense of immersion.
At the core of LG’s AI TVs lies a deep understanding of the user’s preferences, habits and desires. Seeking to enrich the home entertainment experience with versatile personalization and added convenience, the latest LG AI TVs can recognize voices based on unique webOS profiles, making it easier to deliver personalized recommendations based on their personal viewing history.
This user-centric approach lets users access their favorite or most-used content and services in an instant, while Picture Wizard works to tailor picture quality to their preferences to foster a deeper understanding and connection. Picture Wizard lets users pick from a range of image options, so that they can fine-tune images to their liking and receive greater viewing satisfaction without having to learn everything there is to know about technical aspects such as brightness, contrast or sharpness.
With sound quality now deemed just as important as image quality in completing the viewing experience, AI processing technologies have been evolving to help the TV’s audio performance catch up. AI Sound Pro offers richer and fuller audio while the LG TV’s built-in speakers produce virtual 11.1.2 surround sound to heighten immersion. The AI can even enhance dialogue clarity by separating vocals from the soundtrack, making it seem like sounds are emanating naturally from the screen’s center. Moreover, WOW Orchestra creates three-dimensional audio which works in unison with the TV’s built-in speakers and compatible LG soundbars, creating a unified sound together.
LG’s focus on the webOS smart TV platform, which powers over 200 million smart TVs, is clear for everyone to see. webOS enriches everyday life experiences with versatile personalization and enhanced convenience in the form of individual profiles, voice recognition and recommendations based on viewing history. With its extensive user base, LG is set to maintain a strong presence in targeted advertising, FAST and content streaming services.
Lastly, the webOS Re:New program2 offers the latest webOS upgrade to existing LG Smart TV owners to guarantee the most up-to-date TV experience for the next five years. That means consumers purchasing an LG OLED TV or LG QNED TV launched in 2024 can benefit from the latest webOS platform until 2028.
To explore the various efforts the LG Home Entertainment Company is making to curate life-enriching experiences for every kind of user, stay tuned to the
link hidden, please login to view. By Jung Jae-chul, home entertainment research and development lab leader of HE R&D Lab at LG Electronics
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1 LG OLED evo M4 and G4 models.
2 Pop-up notifications offering a full upgrade without the need to select specific UX, UI or features are only sent to customers who have agreed to receive them. Please note that this upgrade does not cover the TV’s hardware performance, features or durability.
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By News Reporter
In the first episode of the ‘Customers at Heart’ series, we take a closer look at how HiTeleservice – LG’s dedicated customer service subsidiary – is enhancing the customer experience through improved customer service around the world.
In the cutthroat world of business, having a great product isn’t enough. Companies need to excel in distribution, marketing and innovation to stay ahead. But even with all that, poor customer service can destroy a brand’s reputation and the loyalty it took years to build.
LG knows this well and is stepping up its game in customer service on a global scale. The goal is to create a standout customer experience by applying its proven customer care expertise from home to abroad.
This year marks the start of a new chapter, with HiTeleservice – LG’s customer service arm – setting up a robust support system to help boost the performance of LG’s service centers worldwide. HiTeleservice’s expert Customer Service Representatives (CSRs) will take the lead, sharing their knowledge and skills in customer service practices, talent development and operational strategies internationally.
The plan is to iron out any differences in service quality that come from cultural and operational variances, aiming for consistently high service standards everywhere LG operates. With Customer Care Centers in over 40 countries, supporting more than 50 languages, LG is serious about providing top-notch support, whether online or offline.
HiTeleservice is now ready to roll out significant support after a thorough review of LG’s global customer service operations. The first step is to upgrade the skills of global CSRs with best practices in customer service, focusing on problem-solving from the customer’s viewpoint. They’ll also get access to English training materials from LG’s learning platform.
But it’s not just about a one-off training session. LG is building a system for ongoing CSR talent development and providing advice for running an efficient organization. This long-term strategy is all about keeping service standards high through continuous improvement.
Moreover, HiTeleservice will offer comprehensive training programs to its own CSRs, including language skills for better global communication and specialized training to hone their core competencies. The aim is to develop customer service pros capable of providing expert advice whenever and wherever they’re called for assistance overseas.
In accordance with its recent reinterpretation of AI as Affectionate Intelligence, LG believes that AI can be harnessed to foster more compassionate and understanding customer experiences. Consequently, the company is progressively incorporating AI into its customer service operations.
One such AI innovation is ‘Smile Plus,’ a customer service call system that uses AI to boost the speed and precision of CSR responses. It offers CSRs a comprehensive view of various customer data, including purchase, delivery, installation and service histories from all touchpoints, such as the website, LG ThinQ app and service call records.
Additionally, LG has devised and implemented an AI-driven feature, ‘STT/TA (Speech-to-Text/Text Analysis),’ which transcribes customers’ verbal expressions into text in real-time, eliminating superfluous tasks and averting miscommunication. STT/TA is also capable of understanding the context of the service call and proposing optimal solutions. Furthermore, LG intends to launch its ‘AI Voicebot,’ an autonomous service call solution presently in the development phase, within the year. This service is designed to handle straightforward inquiries during peak service call times or when calls are experiencing delays.
LG’s dedication to customer service goes beyond the Customer Care Center. It includes sales and repairs, spreading its high service standards across the globe. This involves sending experts to train staff on-site in other countries and hosting group training sessions for overseas personnel. Since 2011, LG has been sharing its successful Korean sales strategies with teams in the Middle East, Africa, Central Asia and Southeast Asia.
In essence, LG is not just selling products; it’s delivering an experience. And with this new initiative, it’s committed to offering each customer, regardless of their location, an unparalleled level of service.
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By News Reporter
Company Will Sell Its Energy-Efficient Washers and Dryers to
America’s Leading Route Laundry Solutions Provider
SEOUL, Feb. 7, 2024 — Commercial laundry technology leader LG Electronics (LG) has expanded its relationship with WASH, one of the largest laundry route businesses in North America. The new agreement enables LG to increase its position in the fast-expanding market for commercial laundry solutions for multi-family housing and university dormitories while bringing end-users the convenience and performance of LG’s energy-efficient washers and dryers.
WASH is a leading B2B laundry service providers in North America, supplying and managing laundry solutions for multifamily properties across the United States and Canada.
Through the new agreement, LG will supply WASH with advanced commercial washing machines and dryers offering ease of use, short cycle times and enhanced fabric care. Together, LG and WASH anticipate satisfying the growing demand for communal laundry facilities in busy housing and campus environments across North America.
LG Commercial Laundry machines, built with the company’s advanced Inverter Direct Drive technology, are designed to deliver durability and reliability. The design with the drum directly attached to the motor results in fewer components, reducing the likelihood of needing repairs. These LG ENERGY STAR® certified washers also reduce energy and water consumption and increase overall efficiency,1 while their proprietary balancing system reduces vibration2 for quieter operation.3
“Our cutting-edge laundry solutions will further enhance WASH’s convenient services, delivering more value to customers and end-users,” said Baek Seung-tae, executive vice president and head of Living Solution Business, LG Home Appliance & Air Solution Company. “We will continue to forge partnerships that drive innovation and help people enjoy a better life.”
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1 Based on energy and water consumption testing of LG commercial washing machine, conducted in accordance with Energy Star standard. It has achieved an energy consumption of 0.076kWh and water consumption of 52.2 liter per cycle (based on use of Energy program/4.08kg of DOE load/DOE J2 testing).
2 According to LG’s internal test, the cabinet vibration level of the LG commercial washing machine has achieved below 67μm and no walking occurred, testing with 5kg of actual usage load and horizontal floor. Results may vary depending on the load or usage environment.
3 According to LG’s internal test, LG commercial washing machine has achieved the noise level below 57dB, testing with 3.9kg of IEC towel load. Results may vary depending on the load or usage environment.
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By News Reporter
Company’s Innovative Solutions Enable Customers Across Diverse Industries and
Sectors to Create Seamless Digitalized Spaces That Engage and Inform
SEOUL, Jan. 30, 2024 — LG Electronics (LG) is showcasing its advanced digital signage solutions at Integrated Systems Europe (ISE) 2024 in Barcelona, Spain, from January 30 to February 2. LG will unveil its comprehensive range of display solutions tailored to the needs of retail, corporate, education and hospitality, including its Micro LED, All-in-One LED, Transparent OLED and cloud management platforms.
Inside ISE 2024’s largest booth, the LG MAGNIT lineup of micro LED displays are featured across several zones that demonstrate different usage scenes, including a digitalized control room, meeting space, luxury suite and virtual production studio. The company’s micro LED technology enables large-scale screens that can be tailored to meet customers’ specific demands and installation environments. In addition to outstanding picture quality with stunning color accuracy across a wide viewing angle, LG’s micro LED tech has undergone rigorous testing for surface flame spread and electromagnetic compatibility.
Ideal for conference rooms, LG MAGNIT All-in-One features easy-to-access, front-mounted controls, integrated speakers and a controller for convenience and simplicity. LG’s Micro LED solutions for corporate control rooms boast large screens and continuous monitoring capabilities, while LG MAGNIT for virtual production studios delivers accurate image reproduction and compatibility with various filmmaking equipment. LG’s Micro LED displays for luxury suites leverage the α (Alpha) 9 AI processor to provide mesmerizing viewing experiences and content-optimized picture quality.
LG’s 1,728-square-meter booth also presents ‘Kinetic LED’ for diverse settings such as shopping malls and airports. The striking installation comprises a kinetic screen measuring 3,670 x 6,100 millimeters and several large-size LED Fine Pitch (model LSBC019) displaying vibrant digital art that moves in sync with atmospheric music.
The Luxury Suite offers exclusive cinematic viewing experiences with the 118-inch LG MAGNIT and 49-, 55- and 65-inch UHD signage solutions featuring new art gallery-inspired picture-frame bezels (offered in three elegant colors). With Apple AirPlay, guests can stream content to LG Hotel TVs, right from their iPhone or iPad, whether it’s to watch movies and shows from their favorite apps or share what’s on their Apple devices, including photos, personal videos, games and more. Guests simply scan a unique, on-screen QR code after checking in to privately and securely pair their iPhone or iPad directly to the TV in the room for the duration of their stay.
The Corporate Zone highlights three LG MAGNIT displays: one perfect when filming CEO speeches or commercials, another that has a detachable power supply unit for use in control rooms, and the All-in-One model with embedded controller and speakers for meeting rooms. Also on show are the newly-introduced 21:9 aspect ratio, 171-inch LED All-in-One and 21:9, 105-inch LCD signage, which work well with widescreen video-conferencing platforms. These signages are also compatible with integrated solutions from LG’s partners to meet user-specific needs.
In the Retail Zone, visitors can explore solutions that enhance the shopping experience and generate advertising revenue for store operators. LG’s various digital signage for retail boutiques, restaurants, bakeries and cafes include the 79-inch Stretch LED signage, ideal for showing brand content; Transparent OLED, which serves as a digital menu board; and LG Kiosk, which provides a convenient self-service option. The company is also illustrating the ease of selecting and playing in-store advertisements through LG DOOH Ads’ Programmatic AD feature, which optimizes advertising content according to customers.
With its thin bezels, the new 55-inch modular Transparent OLED allows for an NxN-format ‘video wall’ installation that serves as an open partition while engaging shoppers. Also, LG’s double-sided LED-LCD signage (86-inch LED and 75-inch LCD) shows off the compelling possibilities for simultaneously delivering advertisements to in-store visitors and passersby. This space also demonstrates the space-efficiency and versatility of the 37-inch stretch, and 30- and 55-inch vertical Transparent OLED displays.
The Education Zone features a digital classroom equipped with LG CreateBoard – interactive digital boards (55 to 86 inches). Educators can easily load classes through its web browser and give students access via QR codes. An excellent choice for university film programs, the integrated solution for virtual production includes LED screens for displaying digitally-rendered backgrounds, LG CreateBoard for writing and OLED displays for reviewing video footage.
To enhance the customer experience, LG offers various cloud-based software solutions that facilitate the efficient management of its cutting-edge digital displays. The integrated LG Business Cloud platform lets users explore, subscribe to and manage the cloud solutions available for LG digital signage and commercial TVs. Visitors can also check out LG SuperSign Cloud, which enables content creation and distribution for digital signage, the hospitality-enhancing LG Pro:Centric Cloud and the LG ConnectedCare remote management solution.
What’s more, LG unveils its commercial display security system, LG Shield, to respond to more sophisticated cyber threats emerging from AI. LG Shield operates under webOS to protect against security threats, safeguarding central servers, apps and operating systems. Its security performance completed a global common criteria evaluation and has been granted EAL 2 certification and ISO/IEC DIS 18974.
“At ISE 2024, LG’s digital signage, cloud management platforms and collaborations with professional partners across diverse industries reveal an unmatched ability to deliver integrated solutions optimized for a wide variety of spaces,” said Paik Ki-mun, senior vice president and head of the Information Display business unit of LG Business Solutions Company. “We will continue to provide customer-focused smart life solutions that open up new and exciting ways to connect, engage and create.”
LG’s latest digital signage solutions will be on display in Hall 3 (Stand 3K 100) of Fira Barcelona’s Gran Via conference center from January 30 to February 2. To learn more about LG’s digital signage solutions on show at ISE 2024, visit www.lg-informationdisplay.com/ise2024.
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