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AI for Good Innovate for Impact
Use Case 9: Smart Assistant for Telecom Business Acceptance
Based on the “Hui Xin” Large Language Model
Organization: China Telecom Research Institute
Country: China
Contact Person(s):
Yingzhao Zhu, zhuyz@ chinatelecom .cn
1 Use Case Summary Table
Item Details
Category 5G
Due to intricate customer demands, a surge in business volume, cumber-
some system operations, high service representative turnover and a
Problem Addressed large number of new recruits, frontline service representatives at tele-
com service halls are facing increased work pressure and low service
efficiency.
The smart assistant for telecom business acceptance functions as a
personal AI secretary for frontline service representatives at telecom
service halls. By processing real-time face-to-face conversations between
frontline service representatives and customers, the smart assistant
Key Aspects of Solu- provides comprehensive support functions to help them consistently
tion deliver high-quality customer service, including 360-degree customer
profile visualization, customer demand analysis and intent recognition,
gold-standard sales pitch generation, instant retrieval and recommenda-
tions of telecom service knowledge and AI-powered autonomous orders
filling.
Technology Telecom business acceptance large language model, AI agent technol-
Keywords ogy, natural language processing
Data Availability Not Available
Metadata (Type of
Data) Audio speech data, text transcription, and customer-specific parameters
Speech recognition model, speech enhancement model, speaker
Model Training and separation and recognition model, speech-to-text model, DeepSeek-
Fine-Tuning
R1-Distill-Qwen-32B [5], Low-Rank Adaptation (LoRA)
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