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Work item:
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F.RF-CSAIA
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Subject/title:
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Requirements and framework for Customer Service AI Agent
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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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2027-Q4 (Medium priority)
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Liaison:
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ITU-T SG13, SG20
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Supporting members:
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China Unicom, China Telecommunications Corporation, ZTE Corporation, China Mobile Communications Co. Ltd., ETRI, Zhejiang Lab
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Summary:
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With the advancement of artificial intelligence technology, customer service systems are undergoing a transformation: from tools that mechanically execute instructions, to assistants that support human work, and further to AI agents equipped with autonomous cognitive capabilities. The customer service AI agent is an advanced intelligent system that integrates artificial intelligence technology and customer service capabilities. It can simulate the communication patterns of human customer service representatives, delivering automated services such as consultation responses and problem resolution to users.
Compared with traditional customer service systems, customer service AI agent, relying on the dynamic model built by the foundation models and the knowledge base built by the customer service data, possess the capabilities to perceive, orchestrate, process, and respond to user needs. These AI agents can independently execute complex workflows, significantly reducing reliance on manual labor, and simultaneously enhancing the efficiency of customer services.
This draft new Recommendation specifies customer service AI agent, and provides requirements, framework and workflow of customer service AI agent. The recommendation aims to promote the efficiency and quality of customer services.
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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:
2025-09-08 16:56:32
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Last update:
2026-09-04 14:02:26
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