ChinaTechnology and telecom2025 – ongoingChina Unicom
UniAI customer service and Tone app agent
China Unicom reported an 84% smart customer service ratio after deploying UniAI
Problem
China Unicom sought to improve customer service across its app and other service channels.
Approach
The company integrated its Tone AI agent across business scenarios in the China Unicom app. It also deployed the UniAI large model in customer service. Both were described as operating services in its first-half 2025 results.
Results
Takeaway
The reported ratios covered smart customer service overall. They did not isolate the app agent's contribution.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Generative AIAI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
China Unicom described Tone's integration into its app and the use of UniAI in customer service. It reported an 84% smart customer service ratio and a 99% issue resolution ratio.
Full details are in the original sources.