Document :

ITU-D SG01 RAPPORTEUR GROUP MEETING  Contribution  97

Title :

Application of Artificial Intelligence in Telecommunications User Complaint Protection - Contributing to Consumer Protection Empowerment and Universal Accessibility

Date :

2026-09-15

Source :

China (People's Republic of)

AI/Question :

Q5/1

Meeting :

2026-09-28

Access :

Restricted to TIES users [ITU-D]

Abstract :

This contribution presents China's experience in telecommunications user complaint handling, with a focus on the application of artificial intelligence to support complaint processing, service accessibility and consumer protection. It describes complaint-handling mechanisms and selected AI-enabled applications, including complaint classification, agent assistance, quality monitoring and accessible service channels. The contribution also identifies areas for further exchange under Question 5/1, particularly regarding AI-enabled complaint handling and accessible complaint services for persons with disabilities and persons with specific needs.