Xiao Jianghao, Deputy General Manager of China Telecom Jiangsu Branch: Innovative integration of AI response and video capabilities based on market demand

Operator Finance Network News

On the morning of November 11, Xiao Jianghao, deputy general manager of China Telecom Group Co., Ltd. Jiangsu Branch, shared some application exploration and practical attempts made by Jiangsu Telecom around 5G enhanced call AI video customer service at the 5G New Application Cooperation Forum.

According to his introduction, Jiangsu Telecom’s 5G enhanced call adds a new data channel to the existing voice channel, which can transmit rich multimedia information such as images and videos

For public customers, it allows users to add backgrounds or avatars during normal communication, including adding gestures, synchronous translation and other personalized effects, which can greatly increase the fun of the entire call.

Both government and enterprise customers can enhance call capabilities through this new ultra-clear intelligent interaction, improve communication efficiency in marketing services, create greater business and social value, and allow people to enjoy face-to-face communication as good as face-to-face communication Call effect

According to him, since last year, Jiangsu companies have taken the lead in testing the waters and actively exploring the application practice of 5G enhanced call technology in government and enterprise customers. Through extensive research, Jiangsu Telecom discovered two pain points in typical customer application scenarios.

The first is that for window units that use landline telephones as external service hotlines, people often complain that the calls cannot be reached, and their perception is not good. The second point is that even if the phone call is made, the explanation through voice alone is sometimes difficult for ordinary people to understand in some complex scenarios, and cannot well meet the actual needs of the majority of users.

In response to this market problem, Jiangsu has adopted an innovative approach to combine artificial intelligence response and video capabilities, and launched an AI video customer service (SaaS) product. In this way, users can watch the video directly on their mobile phones during the call and intuitively get the answers they need

According to reports, Jiangsu Telecom’s R&D team has conquered and mastered three core technologies: original voice calls, digital human generation, and video engines. On this basis, three major features such as rich media information push, digital customer service, and video seats have been created to ensure that throughout the entire high-definition audio and video call process, interactive interaction of hearing, vision, and touch can be achieved, and the customer experience , including perception will be greatly improved

After Jiangsu Telecom launched 5G enhanced call AI video customer service, in just one year, it has been widely used in 22 industry segments in 10 fields. The number of customers has exceeded 5,000 and is expected to exceed tens of thousands next year

In the end, he called on everyone to work together, continue to explore and innovate, let AI customer service help digital transformation, empower the development of thousands of industries, and jointly create a prosperous ecosystem of 5G-enhanced calls.

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