Documento :

UIT-D SG01 RAPPORTEUR GROUP MEETING  Contribución  97

Título :

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

Recibido en :

2026-09-15

Origen :

China (People's Republic of)

AI/Cuestión :

Q5/1

Reunión :

2026-09-28

Disponibilidad :

Restringido a usuarios de TIES [UIT-D]

Abstracto :

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.