[Executive Corner] Orchestrating “Affectionate Intelligence” With AI Processors Exclusive to LG OLED
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By News Reporter
LG first incorporated Wi-Fi modules into its home appliances over a decade ago, and since then, the company has continued to enhance home living with its groundbreaking innovations. A leader in the fast-growing AI home appliance market, LG is now applying its proprietary on-device AI chip – the ‘DQ-C’ – to its latest lifestyle solutions, infusing them with the unique power of ‘Affectionate Intelligence.’
Introduced by CEO William Cho at CES 2024, Affectionate Intelligence underscores LG’s commitment to delivering differentiated customer experiences via cutting-edge AI technology that is more caring, empathetic and attentive.
Affectionate Intelligence is built on three pillars: Real-time Life Intelligence, drawing insights from real-life data gleaned from our global LG smart products and diverse IoT devices; Orchestrated Intelligence, seamlessly coordinating the operation of interconnected devices in alignment with customer preferences and intentions; and Responsible Intelligence, ensuring secure learning and adaptation, upholding privacy and integrity while delivering personalized experiences.
Enhancing Convenience with an Expanded ‘Affectionate Intelligence’ Lineup
LG’s expanded Affectionate Intelligence home appliance lineup now boasts 11 product categories: air conditioners, washing machines, dryers, Styler, air purifiers, robot vacuums, refrigerators, electric ranges, dishwashers, water purifiers and TVs.
Launched earlier this year in South Korea, the Affectionate Intelligence stand-type air conditioner offers unparalleled comfort with enhanced ‘AI Smart Care,’1 a feature that detects the user’s location in real time and automatically adjusts airflow directionality, intensity and temperature. Another innovative addition is the WashCombo all-in-one washer and dryer, which selects the optimal drum motions from LG’s 6Motion technology to gently yet thoroughly care for user’s laundry2 after analyzing each load’s weight, humidity level and fabric types.
Looking ahead, LG plans to evolve its Affectionate Intelligence into a generative AI-based service that extends beyond the smart home to diverse sectors and spaces, including mobility and online.
LG’s AI Home Appliances: From Wi-Fi Modules to Hyper-Personalized ThinQ UP 2.0
In 2011, LG became the first manufacturer to apply Wi-Fi modules to its home appliances. Six years later, in 2017, the company expanded Wi-Fi connectivity to most of its appliance lineups, introducing the LG ThinQ brand and ushering in the era of AI home appliances.
In January 2022, LG elevated customization and convenience with the launch of ThinQ UP, allowing the addition of new features to compatible LG appliances based on the analysis of customers’ usage patterns and habits. ThinQ UP home appliances operate intelligently, reducing the time and effort associated with household chores. They also offer flexible subscription options along with the ability to add new user-friendly services. With 336 downloadable ThinQ UP features now available3 – and more being added regularly – users can continually update their existing appliances for a tailored, always-evolving customer experience.
Last year, LG signaled the beginning of a new era for AI appliances with the South Korean debut of ThinQ UP 2.0. This latest smart life solution from the company offers hyper-personalization with advanced, new features plus a range of subscription services from LG and various partner companies.
Dedicated On-Device AI Chip Lineup and Expanded Application
In July 2023, after more than three years of research and development, LG revealed the DQ-C chip – a sophisticated on-device AI chip – and a brand-new operating system for home appliances. Last year, the company also established an organization specifically tasked with developing the next-generation of AI chips for future Affectionate Intelligence home appliances. This forms part of LG’s strategy to diversify its growing portfolio of state-of-the-art AI chips, and to bring the many benefits and advantages of AI-powered performance and features to more customers.
With ‘Affectionate Intelligence’ and impressive core technologies, LG has solidified its position as a global leader in the home appliances industry, and cemented its reputation as a smart life solutions company.
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1 Products capabilities are currently available in Korean region only.
2 Availability for products, features and home services may vary depending on model and region.
3 Availability for products, features and home services may vary depending on model and region.
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By News Reporter
AI is a buzzword across all industries. We are currently living in the age of AI and, while many are focused on the evolution of AI technology itself, LG is focused more on how AI can make a difference to customers in their daily lives.
At CES 2024, LG redefined AI as ‘Affectionate Intelligence’ with the belief that AI should deliver more caring, empathetic and attentive customer experiences. So, what does LG’s ‘Affectionate Intelligence’ entail?
First, LG has access to a wealth of data from the 500 to 700 million LG products in use worldwide, many of which have AI-supported intelligent sensors that are optimized to learn and analyze users’ life patterns. LG has the unique opportunity to draw on the ‘real life’ data gathered from these connected devices and, with this ‘Real-time Life Intelligence,’ can provide valuable insight into customer-device interactions, including their environment, behavior pattern and emotional state.
Second, the LG AI Brain – a powerful engine driven by LG’s large language model –can forecast consumers’ needs based on user-product interactions and contextual learning, perform reasoning processes and generate optimal solutions by orchestrating the action of physical devices. This ‘Orchestrated Intelligence’ allows LG to ultimately provide intelligent services and experiences tailored to customers’ lives.
Above all, AI needs to be accountable, work equally well for all users, promote safe and intended behavior, secure personal data and control access to it. To ensure ‘Responsible Intelligence,’ LG has applied LG Shield, the company’s data security system, across the entire process of collecting, storing and utilizing customer data, ensuring protection at every stage.
With these three pillars, LG is focused on adding a human touch to AI. So, what does ‘Affectionate Intelligence’ look like in the real world?
Enhanced Customer Experience in the Home
With almost seven decades of customer-facing business experience, LG has a deep understanding of customers, especially in the home. Leveraging Affectionate Intelligence, LG enhances the customer experience by providing personalized and tailored services through its home products and solutions.
LG’s Smart Home AI Agent, an all-around home manager and companion, showcases the company’s commitment to realizing its “Zero Labor Home” vision. This versatile household helper can not only act as a hub to seamlessly connect and control home appliances and IoT devices, but also even navigate around the home and, through multi-modal sensing, collect a variety of data to monitor and manage the home.
LG’s home appliances, such as the refrigerator with MoodUP, are equipped with on-device AI chips, allowing for more natural, intuitive interaction with LG ThinQ app. What’s more, appliances compatible with LG ThinQ UP can continuously receive software updates.
LG’s latest washers are equipped with AI Direct Drive Motor tech which automatically determines the ideal cycle,1 enabling users to take better care of their garments. Among the company’s diverse air solutions, the new LG DUALCOOL residential air conditioner employs the Human Detection Sensor, which can detect the location of room occupants2 and change airflow mode accordingly.
When it comes to enjoying the latest movie or your favorite show on LG OLED TVs, the new α (Alpha) 11 AI Processor offers an immersive viewing experience by personalizing picture settings, TV contents and apps. It can even provide recommendations based on past viewing habits through AI Concierge, and if you need assistance or want to learn about new features, the AI Chatbot is ready to help.
For those needing to stay productive, LG gram Pro laptops are equipped with Intel® AI Boost, enabling top performance for AI workloads even without a network connection, enhancing the customer experience with top performance even on the go.
Improved Customer Experience on the Road
Software is not only transforming our homes but also revolutionizing our commercial spaces, virtual environments and experiences on the road. Software-defined Vehicles (SDV) are now a reality, and LG is actively participating in this evolution with a focus on improving the in-vehicle customer experience.
While features like in-car entertainment and navigation are already commonplace, SDV’s bring a new dimension. Advanced software uses innovative technologies to dramatically improve computing power in car cockpits and allows users to remotely upgrade their vehicles with new features, akin to apps on their smartphones, without the need for a dealership or repair shop visit.
At CES, LG shared its vision for cars as a ‘living space on wheels’ powered by SDV solutions. The company introduced LG AlphaWare, its suite of software solutions for SDV. This includes versatile middleware, platforms, and services, creating personalized and immersive in-vehicle experience for SDV utilizing, for example, AR/MR and AI technologies as well as being flexible and scalable base for all the domain of SDV.
Based on ‘Affectionate Intelligence,’ LG will continue to unveil new products and services not for the sake of innovation but to provide tangible benefits to consumers and improve their lives. Stay tuned to
link hidden, please login to view to see how the company continues to connect and expand customer experiences across various spaces, going beyond the home, in its journey to become a smart life solution company. # # #
1 The AI DD motor attached to washing machines detects fabric type by calculating the unique waveforms of the fabric. AI sensing will not activate if the load is over 3 kilograms or the Steam option has been selected. Feature availability may vary depending on the product models.
2 The “Human Detection Sensor” only activates cooling and heating mode. The sensor has a vertical range of 90°, a right/left range of 100°, and a distance range of 5 meters (indoor unit of air conditioner to human). Depending on usage conditions, sensor detection range may be shortened.
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By News Reporter
For consumers, it’s the ‘experience’ that counts.
link hidden, please login to view, 73 percent of all customers place experience near the top of their checklist when making purchasing decisions, following only price and product quality in order of importance. LG, a company that strives to ensure that ‘Life’s Good’ for all, has prioritized the art of providing F.U.N. – first, unique and new – core values for customers.
To successfully deliver the types of experiences that customers desire, LG first had to make sure that all parts of the organization were aligned and properly equipped for the task at hand. In 2024, new CX performance management system is applied to the entire executive organization structure – not just Korean executives at the company’s headquarters but global executives and employees in charge of sales, manufacturing and management – with a view to adding CX to other crucial measurements of overall business performance, such as sales and operating profit.
The data from the CX indicator is analyzed to assess the various teams involved and to instill a ‘customer-first’ mindset throughout the entire company. The definition of ‘customer’ in this equation is not limited to end-users, but includes business partners and relevant internal departments as well.
The company made meaningful changes by promoting various customer value innovation activities. However, it was identified that a process was needed to properly evaluate business performance as well as reward the achievement of increased levels of customer satisfaction.
Accordingly, starting from this year, all LG Electronics executives will be evaluated based on the level of customer satisfaction within the organizations under their purview, and also on whether or not they have achieved their allotted tasks. Customer satisfaction is graded based on LG’s in-house-developed measurement tool, which quantifies the satisfaction level of LG customers during each stage of the customer experience journey.
Now, each organization is charged with the mission of determining how it will go about innovating target customers’ experiences. In this way, each unit or team can give in-depth consideration to the important question of “What constitutes a differentiated experience from the customers’ perspective?” and then gauge whether or not a specific CX innovation can be realized.
For teams that don’t work directly with customers, CX tasks can include identifying the relevant customer groups, such as internal departments or suppliers, for a certain aspect or piece of organizational work, and generating appropriate and actionable innovation activities to drive meaningful results. LG strongly believes that customer value innovation is not just the domain of ‘management’ or select customer-facing teams. Rather, it takes a whole company working together to consistently create it, with each person adopting a ‘customer-first’ mindset and seeking to view all pertinent matters from the customer’s perspective.
This belief reflects LG CEO William Cho’s management philosophy, which states that the start and end of all innovation is the customer. Since taking charge of the company at the end of 2021, CEO Cho has continuously emphasized how accelerating customer experience innovation plays a critical role in improving customers’ lives. As a result of his astute direction, and as underscored by LG’s ‘Future Vision 2030’ document and recent brand reinvention, the company is actively expanding its CX innovation initiatives.
To boost the innovation of customer experience, the company has launched a company-wide project calling on all employees to ‘meet’ with customers directly to ‘hear’ their honest feedback and concerns in order to ‘empathize’ with them. As a part of this internal project that focuses on LG’s commitment to advancing CX, executives partook in an ‘on-site’ experience program designed to ensure the implementation of customer-centric management practices and policies. Last year alone, more than 280 LG executives from the Korean headquarters visited key offline sites to see firsthand a broad range of customer contact points and associated activities, including product purchase, phone consultation, rental, delivery and after-service care.
Many of these executives even visited Hi-Tele Service, an LG subsidiary that provides remote customer service. While there, the executives had the valuable opportunity to hear feedback direct from LG customers – giving them insight into how and where the CX might be further improved and refined.
On top of these activities, in order to ‘hear’ from customers, LG hosted seminars where employees could share CX innovation cases as well as programs where they could directly listen to customers’ stories. And, to boost ‘empathy’ for customers, the company is carrying out company-wide activities that enable employees to set their own customer and determine the value they can provide to these customers.
Customer value innovation is not just a task for management or teams that work directly with customers. It is the job of everyone at LG to make meaningful changes by rethinking and differentiating everything the company does from the customer’s perspective.
LG is committed to providing differentiated customer value. The company will continue to pursue a customer-centric way of working – one that is based on a detailed understanding of and empathy for its customers.
Not limited to HQ, our system of actively meeting, hearing and empathizing with customers is being put into place in LG offices around the world. In a dedicated series on , we will introduce how various LG teams and subsidiaries are making changes to reinvent CX, so stay tuned.
By Kang Je-nam, director of Customer Value Innovation Division at LG Electronics
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By News Reporter
Technology in the automotive sector is advancing swiftly. Electric cars and autonomous driving are rapidly evolving, and we’re now seeing tremendous changes in the automotive landscape. In just ten years, LG Vehicle component Solutions (VS) Company has transitioned from being a newcomer in the mobility industry to an established player.
After a decade of fulfilling customer demands and their expectations, the LG VS company has reached an important point in our history. In this year of our 10th anniversary, we are shifting gears to drive lasting growth by focusing on what matters most: delivering customer value, being passionate about innovation and holding true to our sense of purpose.
LG’s highest priority has always been customer value. With decades of expertise in the consumer electronics industry, LG possesses valuable insights into consumers’ wants and needs – which the LG VS company is now leveraging to create value for our auto industry customers and end users.
Our competitive edge and unique selling proposition lie in our ability to deliver strong customer value. The LG VS Company strives to provide outstanding technology and design innovations that are tailored to our customers’ needs. We will continue to develop solutions that have never been provided before. This is why automakers trust us to be the right partner to help realize their vision.
Passion and a sense of purpose are the other key foundations of LG’s business. The LG VS Company is pursuing its objective to enhance customer value with more passion and purpose than ever before. With our vision of Driving Better Future Mobility, we are strengthening our market presence and reinforcing our reputation as an “Innovation Partner for Future Mobility.” Our scope and vision have now been broadened. Not only are we aiding in the creation of new mobility technologies, but we are also actively driving tangible changes in the mobility experience.
The vehicle is no longer just a means of transportation. It is an integrated space where users can enjoy comfort, entertainment and safety. To provide such future mobility experience, we at LG will continuously bring fresh perspectives to the wider auto industry. We will also leverage our insights, knowledge and capabilities to provide our partners with innovative solutions for the road ahead.
By Eun Seok-hyun, president of LG Vehicle component Solutions Company
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By News Reporter
Over the past decade, LG has solidified its leadership of the premium TV market through the continuous evolution of its OLED TVs. The company’s commitment to understanding and catering to users’ needs is reflected in its latest OLED products – tailored solutions that deliver superior performance, convenience, usability and accessibility. To create these masterpieces of home entertainment and modern living, LG has done what it has always done: listen carefully to its customers and find innovative technology and design solutions that add value to everyday life.
A New Level of Innovation with LG OLED
As a result of always putting customers’ needs first, LG OLED has become a mainstay of the global premium TV market in 10 years. Its unmatched contrast brings incomparable viewer immersion, enabling perfect blacks and true-to-nature colors that make any kind of content look and feel more real. Additionally, the unprecedented flexibility of the company’s OLED technology has led to unique new form factors and a previously unobtainable level of thinness.
Among the innovative form factors the company has introduced is the LG SIGNATURE OLED R, which features a rollable self-lit screen that can roll down and disappear into the TV’s base. The rollable OLED was developed with the goal of removing the ‘big black screen’ from users’ living rooms; giving them back their space and providing a greater degree of decorating freedom.
This year, LG OLED achieved a significant milestone with the unveiling of the LG SIGNATURE OLED M3. The groundbreaking product is the first-ever TV with a wireless solution capable of video and audio transmission at 4K 120Hz – a feat made possible by LG’s Zero Connect technology. At 97-inch, the M3 also offers the largest screen size of any OLED TV currently available.
The impressive TV and its cutting-edge wireless solution provide a stylish, distraction-free viewing experience, and were designed in response to customers’ desire to have more scope and individual choice when it comes to curating the layout and look of their living space.
Enhancing the User Experience and Everyday Life
Nowadays, people care about more than just tech specs and screen sizes, seeking TVs that can deliver next-level convenience and a personalized user experience.
When consumers told LG they wanted an OLED TV that could be conveniently mounted flush to the wall, the company listened. Applied to the Gallery OLED TV lineup, LG’s refined Gallery Design allows the rear of the TV to ‘hug’ the wall, presenting consumers with a remarkable centerpiece for their space – one that looks like a part of the wall and delivers a truly immersive viewing experience. This year’s G3 OLED evo models boast an aesthetic upgrade via the introduction of the ultra-seamless One Wall Design, which leaves no visible gap when the TVs are installed. LG has also added convenience through adopting a composite fiber material* that reduces the overall weight of its OLED TVs, making them much easier to move and mount.
Part premium TV, part sophisticated furniture piece, each LG Lifestyle Screen presents differentiated value that goes far beyond what a conventional TV can offer. LG OLED Objet Collection Posé, for example, augments the surrounding décor with its unique, aesthetically-pleasing appearance, and has an effective cable management system that helps users enjoy a cleaner space. In addition to looking stylish from any angle, Posé provides stunning OLED evo picture quality with vibrant, distortion-free colors from practically any viewing angle.
Personalized TV Experience
LG is changing the way people use and think about TV by providing personalized experiences based on its Life’s Good philosophy and Sync to You, Open to All vision. The latest LG TVs offer various customizable features and settings – including user interface configuration, content recommendations and picture options – that users can fine-tune to suit their individual preferences. By leveraging usage-data, LG can suggest features and recommend apps, services and shows tailored to the tastes of each user. Along with the ability to automatically adjust color and contrast according to how the user likes them, the company’s new TVs deliver the ease and intelligence of AI Concierge, which not only provides a curated selection of content choices based on past usage and searches, but also suggests trending titles as well as useful settings and features.
With a decade of OLED TV expertise already under its belt, LG is determined to maintain its dominance in the premium TV market. The company understands that delivering unparalleled customer experiences is key to the future success of LG OLED, and looks forward to creating new value and new consumer-driven display innovations that enhance everyday life.
By Jung Jae-chul, home entertainment research and development lab leader of HE R&D Lab at LG Electronics
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* Applies to 55/65/77-inch G3 models, 42/55/65/77-inch C3 models and 77-inch A3 model.
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