Picture Resource: GSMA Intelligence

In July this year, a GSMA report revealed that customer service accounted for 47% of global telecom operators’ AI deployments, significantly leading other sectors. Generative AI is driving the evolution of customer service from automation to intelligence. Australia’s Optus has introduced Expert AI, which has handled 2.2 million inquiries over the past 12 months with an average resolution time of less than 120 seconds. Intelligent customer service is evolving from a cost-saving tool to a value creation hub. In the U.S., Verizon achieved a 40% sales increase through AI-recommended communication strategies. As global AI customer service has moved towards business innovation, recommendations include deepening generative AI applications, exploring capability export models, and building empathetic service systems.

Information Resource: xuexi.cn

---

英文翻译：杜谨淏

英文一审：张伊旻

英文二审：范瑕宇

英文三审：程楠