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Work item:
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X.sreg-ICS
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Subject/title:
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Security Requirements and Evaluation Guidelines for Intelligent Customer Services
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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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-
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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 SG21
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Supporting members:
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China Unicom, ZTE Corporation, CICT China
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Summary:
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In recent years, all industries have been accelerating its transformation towards intelligence. As an important means to enhance service quality and operational efficiency, intelligent customer service has been widely applied in business scenarios such as service inquiry, fault reporting and repair, and service complaints. Through artificial intelligence technology, intelligent customer service has achieved rapid response and automated processing of user issues, significantly enhancing service efficiency and user experience.
However, with the continuous expansion of the application scale, intelligent customer service has exposed many problems in aspects such as data security, system stability, and algorithm reliability. Incidents such as the leakage of users' sensitive information, service interruption due to system failures, and service mistakes caused by algorithm errors occur from time to time, which have harmed the interests of users. Against this background, conducting research on the security requirements and assessment of intelligent customer service business is of great practical significance for establishing a security protection system, ensuring the stable operation of business, and promoting the healthy development of the customer service industry.
This draft new Recommendation provides security requirements and evaluation guidelines for intelligent customer services, including security threats, requirements, and evaluation guidelines for intelligent customer services. The Recommendation aims to to identify security threats of intelligent customer service and enhance the security and reliability of the intelligent 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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First registration in the WP:
2025-09-22 12:08:29
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Last update:
2026-02-19 10:40:52
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