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AI for Good Innovate for Impact
Use Case 6: The "CloudTop": AI-driven Marketing and Service
Intelligentized Applications of China Telecom Cloud
Organization: China Telecom Cloud Technology Co., Ltd
Country: China
Contact Person(s):
Aijiao Wang, wangaijiao@ chinatelecom .cn
Qifang Liu, liuqf2@ chinatelecom .cn
Wenwei Li, liww9@ chinatelecom .cn
1 Use Case Summary Table
Item Details
Category 5G
There is an excessive amount of low-level, repetitive work in simple scenar-
ios, and some of these tasks have a negative impact on employees' physical
Problem and mental health, as well as their career development. The Conventional
Addressed
digitalization solutions often struggle to support the complex needs of
China's industries in their digitalization and intelligence transformation.
Develop a vertical domain model tailored to the enterprise by integrating
external enterprise knowledge into a general-purpose large language
model. Implement a Retrieval-Augmented Generation (RAG) system that
leverages high-quality external knowledge bases to enhance the accu-
racy and reliability of responses. Utilize Automatic Speech Recognition
Key Aspects of (ASR) models to convert speech into text, enabling precise recognition
Solution of customer intent. Apply efficient semantic retrieval techniques, such as
dense vector retrieval, and integrate multiple models to balance speed and
accuracy for tasks including question summarization, sentiment analysis,
entity extraction, and product categorization. Additionally, build self-re-
flective agents capable of generating self-feedback to optimize their
decision-making logic over time.
Natural Language Processing (NLP), Large Language Models (LLMs), Text
Technology Classification, Data Analytics, Fine-tuning, Retrieval-Augmented Genera-
Keywords tion (RAG), Prompt Engineering, ASR, Sentiment Analysis, Self-reflection
Agent
The project uses both public and private data [2]. The knowledge docu-
Data Availability ments part of the model training data are accessible from the China
Telecom Cloud official documentation webpage [8].
Audio and voice data, text data, image data, numerical data, and label
Metadata (Type of data are generated during customer service interactions and enterprise
Data)
solution delivery.
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