Summary - F.748.71 (12/2025) - Requirements and functional architecture of artificial intelligence (AI) model generalization system for telecommunication intelligent customer service

Artificial intelligence (AI) models have been used in a variety of industries, bringing new changes to the industry. With the development of telecommunications, applying AI technology to telecommunication intelligent customer service (TICS) has become a trend.
Recommendation ITU-T F.748.71 identifies the requirements and functional framework of an AI model generalization system for TICS, which supports efficient annotation of massive data and can handle multimedia data. AI model generalization system (MGS) supports rapid adaptation to tasks through fine-tuning and achieves the sharing and reuse of AI capabilities. Customer service-oriented models could be created by analysing and understanding multiple types of data for comprehensive analysis of multiple scenarios.