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Work item:
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F.AICSS
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Subject/title:
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Requirements and framework for advanced intelligent customer service system
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Status:
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Under study
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Approval process:
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AAP
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Type of work item:
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Recommendation
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Version:
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New
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Equivalent number:
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-
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Timing:
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2026 (Medium priority)
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Liaison:
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ITU-T SG13, ISO/IEC JTC1 SC35
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Supporting members:
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Huawei Technologies Co., Ltd., China Telecom, China Mobile, ICT CAS
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Summary:
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Advanced Intelligent Customer Service System (AICSS) is a customer service system that integrates artificial intelligence (especially large models), omnichannel multimedia access technology, and multimodal interaction capabilities. It aims to provide customers with highly reliable, efficient, seamless, natural, and consistent customer service experiences, and significantly improve the work efficiency of agents while reducing the customer service costs for enterprises.
This draft Recommendation specifies the requirements and framework of the Advanced Intelligent Customer Service System (AICSS). Typical use cases of AICSS are provided in an appendix.
This recommendation can be used to guide relevant parties in the design, development, selection, and evaluation of the construction of the advanced intelligent customer service system.
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Comment:
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-
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Reference(s):
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Historic references:
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Contact(s):
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| ITU-T A.5 justification(s): |
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First registration in the WP:
2025-02-26 16:15:37
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Last update:
2025-02-26 16:37:43
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