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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
Milan Design Week, the world’s largest and most well-known design and furniture fair, is a mecca for the aesthetically-inclined. At this year’s event, the biennially-held EuroCucina exhibition put the spotlight on the latest trends in kitchen appliances and furnishings, with many of the industry’s major players taking part. A regular at Milan Design Week, LG delivered a stunning showcase of premium built-in kitchen appliances at a booth designed by GamFratesi, the acclaimed architecture and design studio co-founded by Italian Enrico Fratesi and Denmark’s Stine Gam.
To highlight both the ultra-premium Signature Kitchen Suite and LG’s built-in appliance lineups, the diverse range of built-in products on display clearly reflected the company’s dedication to promoting an inspired culinary lifestyle centered around the joy of sharing and savoring quality food.
“One particularly memorable episode during our collaboration with LG was the differentiation strategy for Signature Kitchen Suite and LG built-in appliances,” said GamFratesi. “This differentiation strategy was well reflected in the booth design.”
The coming together of Signature Kitchen Suite’s True to Food philosophy – founded on the importance of preserving the original flavors of fresh ingredients – and GamFratesi’s design ethos revealed a new vision for kitchen design. LG’s emphasis on quality natural ingredients was echoed by the natural materials and design elements incorporated into the exhibition booth itself, which also reflected the impact of environment and culture on different cuisine traditions. GamFratesi’s subtle use of wood and stone accentuated the beauty of the natural world while simultaneously drawing attention to the connection we form with the planet when cooking and consuming real food.
“The key points to pay attention to are the design of each island and the materials used,” noted GamFratesi. “Each island represents an independent piece of furniture that reflects our design aesthetic.”
Within the booth’s Signature Kitchen Suite zones, GamFratesi complemented the built-in brand’s gorgeous kitchen appliances with natural materials and finishings. Each display kitchen represented a seamless harmony of appliances, cabinetry, counters and décor, highlighting the transformative power of design to create special sanctuaries that celebrate authentic cooking and nature’s beauty.
Evocative, entertaining, yet entirely elegant, the Signature Kitchen Suite wine cellar zone made a lasting impression on visitors to LG’s booth. Here, GamFratesi drew inspiration from the wine-maturation process to craft a calm, almost-meditative space with a ‘cave-like’ sense of depth and a rich, atmospheric mood.
Although the synergy between LG’s built-in appliances and GamFratesi’s kitchen designs is undeniable, the process of smoothly integrating the two for the Milan Design Week showcase was not without challenges. However, through the thoughtful and purposeful placement of appliances with distinct functionalities, and via the introduction of LG’s panel-ready concept, the two innovative companies achieved the ultimate union of form and function. The results, as one can see from the images, speak for themselves.
Through the unprecedented fusion of design, technology and space, the compelling collaboration between LG and GamFratesi presented a new kind of value and a refined kitchen lifestyle. As demonstrated at Milan Design Week, and at other major exhibitions around the world, LG is committed to partnering with like-minded innovators who share its passion for pushing boundaries and elevating everyday life.
Stay tuned to
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By News Reporter
From horses and carriages to cars, airplanes, and now drones and hyperloops, innovations in transportation have consistently reshaped human life, making it easier for people to live life on the go. Meanwhile, the rise of OTT platforms has given people the freedom to watch their favorite content at their convenience, anytime and anywhere. However, limitations persisted in terms of screen devices that wouldn’t allow content to be consumed wherever one may desire, until the debut of the LG StanbyME and LG StanbyME Go.
The StanbyME lineup began with an experimental question posed by a designer at LG’s HE Design Lab: “What if my TV could move to wherever I am, whenever I want to watch it?” This was the moment of curiosity that sparked innovation, transforming and reimagining the TV experience.
From the outset, the designs of the two Lifestyle Screens had to be different, as the LG HE Design Lab team was given the challenge to conceptualize a screen that could be ‘on the go.’ Deviating from the traditional TV design, the team created a product with no complex components visible on the back, featuring a simple frame and minimalist edge stand to maximize space utilization and deliver flexibility that blends into any composition.
With the appearance and functionality of a carry bag, the StanbyME Go is purposefully designed to withstand shock, vibration and chemical reactions, providing unparalleled portability and durability. For a heightened experience with better interaction, the display movement intends to closely match the user’s posture.
Traditionally, portability has not been closely associated with TV products, but LG sought to pioneer versatile lifestyle screens that expand the role of TVs far beyond image broadcasting. The StanbyME and StanbyME Go are companions for everyday life; they can transform into recipe books when cooking in the kitchen, sheet music when playing the piano, and small outdoor movie theaters when camping, reimagining the way users engage with TVs.
When selecting which TV to purchase, the foremost consideration should be how well it fits into your space. With the ability to easily change their location, the StanbyME and StanbyME Go stand out as exceptional choices to set the ideal mood in any space.
Unlocking new possibilities for creating unique mood and experiences, the StanbyME and StanbyME Go offer portability that allows users to carry or position them wherever they desire. Enjoy a movie night in your cozy bedroom, soft music on the terrace of your home café, a workout in your home gym or a celebration message in a party room. With unbounded imagination, the possibilities are endless.
However, why limit your TV experience to the indoors? The StanbyME Go has created new on-the-go entertainment opportunities for outdoor use with its great portability and versatility. The StanbyME Go can serve as a digital campfire for relaxed downtime or transform into a lively board game hub during family road trips. Featuring a turntable skin that enables users to immerse themselves in music and create a relaxing mood on the beach, this all-round lifestyle screen ensures hours of enjoyable entertainment for all.
For more on how the LG HE Design Lab delivers new experiences and enriches your lifestyle with innovative designs, stay tuned to the
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* LG StanbyME and LG StanbyME GO are WiFi-enabled models that can be used by connecting to a wireless network.
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By News Reporter
LG SIGNATURE OLED T 4K Marks the Beginning of an
Exciting New Chapter in LG’s Ongoing Legacy of TV Innovation
LAS VEGAS, Jan. 8, 2024 — LG Electronics (LG) is unveiling the world’s first wireless transparent OLED TV at CES 2024. The LG SIGNATURE OLED T is a true technological marvel, combining a transparent 4K OLED screen and LG’s wireless video and audio transmission technology to transform the screen experience in ways that have never been possible before. The OLED T unlocks a world of near-limitless potential, giving users the unprecedented freedom to meticulously curate their living spaces. This is complemented by the class-leading picture quality and performance of LG OLED, powered by the new α (Alpha) 11 AI processor. A genuine game changer, LG’s transparent OLED is the winner of five CES 2024 Innovation Awards, including a Best of Innovation honor.
LG SIGNATURE OLED T liberates users from a dominant black screen that competes with the décor in their home. Maintaining its 77-inch screen size, OLED T and its innovative transparent display seamlessly harmonizes with its environment. Practically invisible when turned off, it blends into the environment and frees users from the long-standing problem of what to do with the ‘big black screen.’ The TV’s beautiful see-through screen also helps to make one’s space feel larger, providing a sense of openness.
The unique LG OLED T brings with it many new possibilities, from where it can be placed in the room, to the kinds of user experiences that LG can now deliver.
Its transparent OLED screen removes the usual constraints that come with conventional TVs. No longer does the TV have to be placed against the wall. Instead, users can place the OLED T in the middle of the room to become a divider or prop it against the window without blocking the view outside. The included Zero Connect Box, which leverages LG’s cutting-edge wireless transmission technology to send 4K images and sound to the OLED T, also enables users to place their TV anywhere, regardless of where the electrical outlets are located in the room. With no cables between the Zero Connect Box and the OLED T, users can enjoy a clean, cable-free viewing environment.
What’s more, the modular design of the LG OLED T facilitates diverse installation methods. The OLED T comes in stand-alone, against-the-wall or wall-mount options. Customers can further customize by adding standing or floating shelves on either or both sides of the screen to best suit their unique tastes and preferences.
LG’s transparent OLED lets owners discover new forms of entertainment and use via its dual viewing experiences: transparent and opaque. The OLED T becomes a transparent digital canvas for showcasing artwork, videos or photos with the Always-On-Display (AOD) feature. Content displayed on the transparent screen appears to float in air, yet simultaneously fuses with the surrounding space to create a compelling and atmospheric visual effect. Another option is the T-Bar feature that offers a helpful info-ticker running along the lower part of the screen. The T-Bar displays news alerts, weather updates or the title of songs being played while the rest of the screen presents a clear, unobstructed view of the space behind it.
For viewing in picture perfect OLED, simply click a button to raise the contrast screen. In this way, users can instantly switch to take full advantage of LG OLED’s enhanced picture quality through the new α (Alpha) 11 AI processor with 4-times greater AI performance. This provides a 70 percent improvement in graphic performance and a 30 percent faster processing speed compared to its predecessor. OLED T offers the best of both transparent and vibrant-color screen experiences with just a click of a button.
“An incredible feat of consumer-driven innovation, LG SIGNATURE OLED T offers brand-new screen experiences plus the picture quality and performance of our award-winning OLED technology,” said Park Hyoung-sei, president of the LG Home Entertainment Company. “LG’s transparent OLED gives customers greater freedom to curate their living spaces, completely redefining what’s possible and pointing the way to an exciting future for the television industry.”
The stunning LG SIGNATURE OLED T will be on show during CES 2024 from January 9-12 at the company’s booth (#16008, Las Vegas Convention Center). For more information on LG products unveiled at CES 2024, please visit
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By News Reporter
LG CEO Redefines AI as ‘Affectionate Intelligence,’ Highlights the Technology’s Key Role
in Elevating the Customer Experience and Creating a Better Life for All
LAS VEGAS, Jan. 8, 2024 — LG Electronics (LG) today held its LG World Premiere press conference at the Mandalay Bay Convention Center in Las Vegas, Nevada, USA, introducing its new vision and exhibition theme for CES 2024, ‘Reinvent your future.’
CEO William Cho opened the proceedings by restating the company’s ambitious goal – first announced last year – to transform into a Smart Life Solution Company. Having gained a rich understanding of global consumers and their living spaces for close to seven decades, the company is now going beyond the home, expanding its business into diverse spaces including mobility, commercial and virtual. In every arena, the company aims to improve the customer experience by focusing on five key elements dubbed 3C2S: Care, Connectivity, Customization, Servitization and Sustainability.
AI Redefined as ‘Affectionate Intelligence’
In its journey to innovate and elevate the customer experience, LG has identified AI as one of the most essential enablers of success. Rather than fixating on the evolution of the technology itself, LG is dedicated to demonstrating how AI can provide tangible benefits in the real world.
The company redefined AI as “Affectionate Intelligence,” revealing a belief that AI can foster a customer experience that is more caring, empathetic and attentive.
Real-Time Life Intelligence
During the press conference, CEO Cho highlighted the unique characteristics of LG’s AI solutions, starting with its capacity to harness a wealth of data, in both scale and quality. Among the 500 to 700 million LG products currently in use worldwide, there are many smart devices equipped with AI-supported intelligent sensors that are optimized to learn and analyze users’ ‘physical’ and ‘emotional’ life patterns.
Whereas many companies rely on internet-based data to train their AI, LG has the advantage of being able to draw on ‘real life’ data gathered from billions of connected devices, encompassing LG smart products and a wide range of IoT devices. This dataset can provide valuable insight into customer-device interactions, as well as customers’ environments, behavior patterns and emotional states. This multi-faceted data can also give the company a more complete picture of its customers’ lives at home, enabling the delivery of better and smarter lifestyle solutions.
Orchestrated Intelligence With LG AI Brain
CEO Cho went on to explain the integral role played by the LG AI Brain, a powerful processing engine driven by LG’s large language model. Leveraging the company’s vast repository of user data, the AI Brain forecasts customers’ needs based on user-product interactions and contextual learning, performs advanced reasoning processes and generates optimal solutions through orchestrating the actions of physical devices.
Ultimately, this allows the company to provide intelligent services and experiences for the various spaces in customers’ lives, all delivered in a more intelligent and efficient manner, showcasing the attentiveness embedded in LG’s concept of Affectionate Intelligence.
Commitment to Responsible Intelligence
LG is acutely aware of its responsibility to employ AI in an ethical manner and is dedicated to being accountable for the impacts and consequences of its decisions and actions. The company aims to develop AI systems that benefit all users, promote safe behavior and ensure the security of all collected personal data.
Highlighting this commitment is the company’s robust data security system, LG Shield, designed to protect personal data and information at every stage of the process, from collection and storage to utilization. Dedicated to realizing Responsible Intelligence, LG aims to surpass required industry benchmarks for the implementation of AI.
In his concluding remarks at LG World Premiere, CEO Cho emphasized that LG’s approach to AI is firmly rooted in the belief that customers should have full control. He also added, “Life’s Good. This is our solid and uncompromising promise that motivates us to create a better life for our customers, even in the age of AI.”
At the event, CEO Cho was joined on stage by Jung Ki-hyun, vice president and head of LG’s Platform Business Center, and Eun Seok-hyun, president of LG Vehicle component Solutions (VS) Company, who introduced AI-based innovative technologies and strategies.
Starting with the home, vice president Jung presented a blueprint for LG’s AI-based smart home. In line with the vision to transform into a smart life solution company, the company is incorporating LG’s unique ‘Affectionate Intelligence’ technology into the ThinQ platform. Mr. Jung not only unveiled innovative new services, such as ‘ChatThinQ,’ a generative AI chatbot that enables natural conversations with customers, and ‘3D Home View,’ a 3D visualization of the home for integrated control of spaces in an intuitive way, but also revealed plans to launch a new smart home hub.
And, in mobility, the company shared its vision for cars as a ‘living space on wheels’ powered by software-defined vehicle (SDV) solutions. In line with this vision, Eun Seok-hyun, president of LG VS Company, introduced LG AlphaWare, the company’s suite of software solutions for SDV. LG AlphaWare includes versatile software modules to enhance existing vehicle operating systems and to assist in building new platforms; operation solutions to help software developers throughout the SW development process from design to deployment; in-cabin entertainment solutions that enable high definition content viewing and high quality sound; and human-machine interface solutions that utilize AR/MR and AI technologies to provide an immersive in-vehicle experience.
Visit LG’s dedicated CES site (
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