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.

# # #

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.

 

With an unwavering policy of open innovation with startups around the world, LG has been fostering businesses outside its own to better prepare for the future. These big-picture efforts are centered on LG NOVA, the company’s North American Innovation Center in California’s Silicon Valley – known worldwide as the hub of startups.

Established in 2021, LG NOVA aspires to form a collaborative ecosystem that accelerates the growth of new ideas by working closely with startups on new businesses that can enhance LG’s future readiness.

LG NOVA aligns with LG CEO William Cho’s growth strategy of 3B – Build, Buy and Borrow – to strengthen the company’s future growth engine by embracing talent and technology through exchanges with various innovative companies.

Let’s look at how this essential innovation center works with its partners to bring about groundbreaking advancements. Furthermore, we’ll explore how it is establishing a community dedicated to creating and nuturing businesses that contribute positively to the future of our world.

Discovering Global Startups to Break New Ground in Healthcare
LG NOVA’s “Mission for the Future” program, now in its fourth year, is designed to discover and nurture innovative global startups seeking to improve people’s quality of life in a greener, smarter and more-connected future.

In its first three years, LG NOVA received over 4,000 submissions from innovative global startups, with more than 100 companies selected to explore joint business opportunities with LG.

This year is an especially important one, as this month, LG NOVA unveiled its first new venture, “Primefocus Health,” with Darren Sabo, previously head of commercialization of new health ventures at LG NOVA, at the helm as the CEO. Sabo has a wealth of experience in new business development, making him the perfect candidate to take this digital health venture forward.

(From left to right) Darren Sabo, CEO of Primefocus Health, and Sokwoo Rhee, Head of LG NOVA and EVP of Innovation for LG Electronics

Primefocus Health is committed to easing the journey from hospital to home for patients. It leverages cutting-edge technologies and novel healthcare treatments through a platform designed to offer patients access to a personalized care plan. This plan, curated by their healthcare provider, aids in the recovery from chronic diseases like diabetes and high blood pressure.

This healthcare platform also offers providers access to patient data and information, enabling them to assist, guide, communicate and intervene as necessary during the patient’s home recovery. The platform aims to facilitate remote patient monitoring, providing real-time biometric information that can be integrated into the provider’s electronic health record systems.

LG NOVA is collaborating with more healthcare startups through the Mission for the Future program, including XRHealth, which integrates immersive VR/AR technology to provide comprehensive therapeutic care for remote medical treatment, and Mindset Medical, a sensor-based technology platform that utilizes the cameras in personal devices to virtually capture health readings to enhance diagnosis and treatment effectiveness.

Another example that demonstrates LG NOVA’s focus on digital health is Digbi Health, a virtual care platform to treat polychronic mental and physical illness that was selected during the 2021 Mission for the Future challenge. This solution leverages AI to harness clinical, genetic, gut microbiome, food and behavioral signals to target the root cause of illness.

LG NOVA plans to continuously launch new businesses through ventures in LG’s future growth areas including digital health, clean tech and AI.

Promoting Symbiotic Growth in West Virginia
This year, LG NOVA is joining hands with West Virginia to revitalize the local economy by fostering future businesses while bringing instances of win-win cooperations to this U.S. state and the dynamic Appalachian region.

The announcement introduced the NOVA West Virginia Investment Fund, which aims to drive USD 700 million into the region over five years through investment.

The decision to invest in West Virginia, which is over 2,000 miles away from LG NOVA in Silicon Valley, stems from the REINVENT LG initiative. Under the leadership of CEO Cho, LG has been carrying out various initiatives to redefine everything from its business structure and brand to the way it works. What makes West Virginia the perfect partner is its similar desire to reinvent itself to revitalize the local economy.

Primefocus Health also plans to work closely in the Mountain State.

Increasing Funds to Foster Potential Startups
LG NOVA is also significantly expanding the scale of its investment and speeding up its investments for the future. In 2023, it signed an agreement with Clearbrook, a global venture investment company, to expand the global startup development fund – NOVA Prime Fund.

Through collaborating with external experts to identify the latest technology trends, discover more innovative companies and offer comprehensive support, the company hopes to accelerate the growth of startups and discover opportunities for collaborations across various business areas.

A Talent Acquisition Outpost that Competes with Big Tech
LG NOVA also serves as an outpost to secure the best talent in Silicon Valley, an area dominated by big tech companies. By accurately reading future industrial trends and executing effectively, LG NOVA will be able to move one step ahead of the competition. At the same time, their challenging and brave attitude toward innovation will give a boost to the overall organizational culture.

Dr. Sokwoo Rhee, head of LG NOVA, is the perfect example of this. After founding an IoT startup, Rhee went on to serve in the U.S. government, as assistant director for Cyber-Physical Systems at the U.S. National Institute of Standards and Technology and Presidential Innovation Fellow at the White House.

(From left to right) Joshua Di Frances, the leader of LG NOVA’s incubation office, and Darren Sabo, CEO of Primefocus Health

Joshua Di Frances, the leader of LG NOVA’s incubation office, is another key executive with experience across various areas including medicine, business and the public sector. Di Frances studied neuroscience at Boston University, an MBA from MIT and built an impressive career at CVS Health and the White House. Since joining LG NOVA in 2021, he is working to build new businesses in digital health, cleantech and immersive/AI future technology with his team of entrepreneurs-in-residence.

And, with the recent global boom in startups among AI engineering students, LG NOVA has been hosting the ‘Innovation Festival’ every fall to provide a space where innovative companies and investors can exchange information and expand.

LG NOVA will continue to seek out innovation from outside LG. To learn more about LG NOVA and its efforts to build, nurture and grow future-defining innovations, visit www.lgnova.com.

# # #

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.

# # #

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 LG Newsroom for the latest stories and updates on LG’s exciting collaborations.

# # #

Across the world, the workplace has been undergoing a major transformation with more and more professionals choosing to work remotely each passing year. In 2020, before the onset of the global pandemic, 13 percent of the entire workforce worked from home. In 2023, that number had risen to a remarkable 27 percent, leading to the laptop market’s steady growth and an expected compound annual growth rate (CAGR) of 6.0 percent in 2024. Laptop consumption is expected to continue on this strong trajectory in the coming years.^*

To reinforce its foothold in this vital market, LG Taiwan recently held the LG gram 2024 Series Launch Event at Zhuori Coffee Shop in Taipei. The event, which was presented in the form of a light teatime talk session, invited journalists and editors, especially those who contribute to media platforms frequented by digital creators, business professionals and freelancers – the people who stand to benefit the most from the gram’s unparalleled versatility to the unique showcase.

The event showcased two key areas: the LG gram highlight zone and the demonstration zone, where the spotlight shone on the key features of the 2024 lineup. Among them were the powerful gram Link, seamlessly integrated AI capabilities, energy-efficient performance and meticulously crafted lightweight designs, all tailored to elevate communication across diverse scenarios. Boasting a harmonious blend of power and portability, the LG gram series’ ultra-lightweight laptops combine high-end specifications with exceptionally slim yet durable designs and all-day battery life.

Guests were able to experience each laptop from the latest gram series, including LG gram, LG gram Pro, LG gram Pro 2-in-1 and LG gram Super Slim. The event was designed to allow them to immerse themselves fully in the exceptional usability of the product while receiving detailed explanations in person. What impressed them the most were the laptops’ outstanding portability, sleek styling and premium performance.

The devices on display left a lasting impression through their slim and lightweight designs, two aspects that have become synonymous with the LG gram brand. The hands-on experience with the touch display and Stylus pen of the LG gram Pro 2-in-1 convertible laptop, as well as features like LG gram Link and LG Glance by Mira-metrix, were particularly well received by event-goers.

It was the perfect opportunity to reveal something LG Taiwan has been working on for some time – a collaboration with ‘boven Magazine Library,’ the only magazine library in Taiwan, to launch the “LG gram x boven Pop-up Store” which will run from April to June this year. As part of this joining of forces, limited edition collaborative gifts will be given out at boven Magazine Library branches in Taipei and Tainan, where visitors can also witness the latest LG gram offerings.

Stay tuned to the LG Newsroom to explore other engaging events being carried out across LG’s truly global network.

Contributed by LG Taiwan

# # #

* Research from Statista (link) and The Business Research Company (link).