关键词: 智能客服, 智慧稽核, 网络自服务, 人工智能

Abstract: In recent years, China has successively issued policies such as“Development Planning of New Generation Artificial Intelligence”to promote the development of China’s AI technology and industry. Telecom operators focus on how to use AI technology to help implement the national network strategy. In the development and application of AI technology, operators have natural advantages: a wide range of application scenarios, massively connected data resources, and a large-scale“central + edge”cloud infrastructure as the computing power. Telecom operators are exploring practices on how to integrate business needs, advantages of data resources, and technology reserves to achieve the scale application of AI in telecom operations. China Mobile combines its own business characteristics with technological advantages, and focuses on the cost reduction and efficiency enhancement of the operation process. It integrates the Artificial Intelligence and the telecom industry’s operating scenarios deeply, and explores AI landing actively. It has formed significant application results in typical fields such as intelligent interaction, smart audit, network self-service and Artificial Intelligence platform.

Key words: intelligent customer service, smart audit, network self-service, Artificial Intelligence