China Unicom enhances customer service with GenAI
BEIJING, CHINA — China Unicom Contact Centre 1001, the country’s second-largest telecom operator, recently implemented cutting-edge generative AI (GenAI) across its massive customer contact center to boost efficiency and user satisfaction.
The center fields over 100 million monthly calls from 420 million subscribers nationwide. It previously struggled with low satisfaction due to voice recognition errors causing incorrect chatbot responses. Agents also lacked efficiency as localized knowledge was needed for diverse regional products.
To address these challenges, China Unicom integrated generative AI innovations like Huawei’s Pangu Model, trained on 57 million hours of human-agent dialogue data.
This significantly improved the center’s natural language processing and voice recognition capabilities, now offering over 95% accuracy. It also increased self-service satisfaction to 98%.
For agents, industry-specific dictionaries and semantic mining algorithms help generate critical dialog content and product information recommendations, reducing average call durations.
China Unicom expects over $1.4 billion in enterprise revenue by expanding services to other industries.
Generative AI at China Unicom helped increase customer and agent experience while reducing costs by over 25%. As digital transformation continues across sectors, China Unicom aims to lead intelligent customer service innovation in China’s booming digital economy.
