Page 335 - AI for Good Innovate for Impact

AI for Good Innovate for Impact

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Item Details
Smart assistant has been deployed on the computers of two China Tele-
com business halls. It has also been deployed on PC and pads in the 4.3 - 5G
Testbeds or Pilot laboratory which can assist service representatives with product display,
Deployments automatic form filling, and SIM card delivery, freeing up 30% of repre-
sentatives' time for high-value tasks such as customer communication
and marketing.

Code Repositories Not Available

2 Use Case Description

2�1 Description

For frontline market operations, China Telecom developed the “Hui Xin” LLM (hereinafter
referred to as Hui Xin), by leveraging its natural advantages in computing power, data, and
technology. Hui Xin is fine-tuned and distilled using massive volumes of telecom business
specifications and operational guidelines. It possesses the efficient advantage of Mixture-
of-Experts (MOE) [4] distributed inference and excels in understanding product marketing,
business acceptance, and customer service. This drives the digital and intelligent transformation
of China Telecom's various frontline market channels.
Telecom service halls are critical hubs where operators provide a wide range of communication
services to customers. However, in recent years, frontline service representatives in these
halls face increasing work pressure and declining service efficiency due to complex customer
demands, surging transaction volumes, cumbersome system operations, high staff turnover
rates, and a large influx of new employees. There is an urgent need to implement artificial
intelligence (AI) technologies to assist these representatives in consistently delivering high-
quality customer service.

To address this, China Telecom, based on the Hui Xin, has developed a smart assistant for
telecom business acceptance [1]. This smart assistant breaks through the limitations of traditional
Graphical User Interface (GUI)-based acceptance mode, creating a novel Language User
Interface (LUI) acceptance paradigm. It provides service representatives with comprehensive
AI auxiliary functions, empowering all service representatives to achieve zero onboarding
training, gold-standard service quality and hands-free system operations, greatly reducing
their work pressure and improving work efficiency.

The Hui Xin-based smart assistant effectively acts as an AI-powered secretary for service
representatives. It monitors, captures, and processes the real-time face-to-face dialogue
between the representative and the customer. The smart assistant provides the representative
with:

• End-to-end processing of real-time conversations: When a customer enters the telecom
service hall, the service representative initiates the interaction with a greeting and inquiry
about needs. A speech recognition model instantly detects the conversation between
the service representative and the customer [3]. The speech stream first goes through a
speech enhancement model to reduce noise and improve voice quality. Then, a speaker
diarization and recognition model separates the speech of the service representative
and the customer and identifies which utterances belong to each. Subsequently, a

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