LG Electronics has been ranked first in the home appliance service sector in the 2026 Korean Service Quality Index (KS-SQI), marking its third consecutive year at the top since 2024.
According to industry sources on July 2, LG Electronics received the highest scores in key areas such as expertise, proactivity, visibility, and social value in this year's evaluation of home appliance service quality. The Korean Service Quality Index measures customer satisfaction based on feedback from actual service users.
The company emphasizes its use of artificial intelligence (AI) throughout the service process, from consultations to repairs. AI chatbots and voicebots analyze customer inquiries, providing guidance for simple issues and connecting users to repair services when necessary.
Starting in the second half of this year, the voicebot will be enhanced to offer solutions based on customers' past inquiries and conversation intents.
The remote diagnostic solution, Argus, provides product status information linked to LG ThinQ to service consultants. This allows for preliminary assessments to determine whether an issue can be resolved through simple object removal or if a part replacement is necessary.
To standardize consultation quality, LG Electronics operates an AI assistant called Q-Bot. Q-Bot utilizes product expertise and the know-how of skilled consultants, leveraging over 5 million repair data points to automatically recommend parts based on product symptoms, thereby reducing repair errors.
LG Electronics also offers mobile appliance services, particularly in rural and remote areas. In the event of summer flooding, the company sets up temporary service hubs to assist with appliance cleaning, repairs, and part replacements.
Jung Jae-woong, Executive Vice President of LG Electronics' Customer Value Innovation Division, stated, "We will continue to innovate our services through the expansion of AX to provide differentiated customer experiences."
* This article has been translated by AI.
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