ChinaTechnology and telecom2024 – ongoingChina Telecom
Internal large model for customer service
China Telecom reported more than 240,000 labor hours saved by AI customer service in its 2024 results
Problem
Customer-service work required staff time to handle subscriber questions across service channels.
Approach
China Telecom deployed an internal customer-service large model as part of its internal AI programme. Its 2024 results linked AI customer service to reduced handling time and labor hours.
Results
Takeaway
China Telecom reported labor hours saved, without disclosing a corresponding reduction in staffing costs.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
China Telecom described its customer-service model within its internal large-model programme. It reported more than 240,000 customer-service labor hours saved and a 50% reduction in average issue-handling time.
Full details are in the original sources.