At the Digital Transformation World (DTW) 2025 in Copenhagen, the project AI Agents Driving New Era of O&M and Transforming Customer Experience, developed by Huawei and China Telecom, won the TM Forum Excellence Award 2025 in Data and AI Innovation. The Huawei China Telecom AI award highlights the growing global recognition of efforts to integrate AI with communications technologies for improved service and operations.
A Strategic Approach to AI Innovation
China Telecom has been refining its AI+ strategy for years. In collaboration with Huawei, the company launched the Future Agent Joint Innovation Center, aiming to explore how AI agents and foundation models can transform cloud-network operations.
Together, they have achieved breakthroughs in technologies such as:
- Domain-specific model training
- Chain-of-thought optimization
These advancements led to the successful deployment of:
- The Home Broadband Installation and Maintenance Agent
- The Wireless Network Optimization Task Model
Delivering Tangible Results Through Agent Applications
By the end of 2024, China Telecom had developed a robust portfolio of AI agents, based on its network foundation model:
- Over 46 million service invocations
- 120,000 monthly active users
- 2,000+ AI applications created by 39 ecosystem partners
Home Broadband Installation and Maintenance Agent
This agent delivers value in two impactful ways:
1. Customer self-service:
Users receive real-time consultation and self-service troubleshooting. This shift from reactive support to proactive interaction reduces delays and enhances satisfaction.
2. O&M efficiency:
The agent helps technicians pinpoint faults faster, cutting troubleshooting time by 30% and reducing inquiry center workload by 10%. It now supports home broadband, IPTV, and Wi-Fi scenarios. Consequently, online self-service channel usage has increased by 10%.
Wireless Network Optimization Task Model
Traditionally, network performance relied on expert judgment. Now, this model introduces:
- High-precision simulation
- Intelligent parameter adjustment
In test regions, the model has:
- Boosted user experience by 10–15%
- Reduced issue-handling time by 20–30%
- Decreased test workloads in low-quality areas by 10–15%
Raising Technical Standards Across the Industry
Huawei and China Telecom have significantly improved the accuracy of foundation models and the success rate of AI agent tasks, making AI applications more effective and scalable.
Additionally, the partners collaborated with TM Forum to introduce:
- Lifecycle management standards for foundation models
- Technical specifications for AI agents
These initiatives aim to create a reliable framework for the telecom industry, supporting broader intelligent transformation globally.
Looking Ahead: Deepening Innovation in Telecom
The Huawei China Telecom AI award not only honors past achievements but also signals continued leadership in the AI+network space. Both companies have pledged to:
- Deepen their strategic partnership
- Drive technological innovation
- Advance global standardization efforts
- Support digital transformation in the global telecom sector
As Huawei and China Telecom push the boundaries of AI in telecom, their work continues to set a benchmark for the future of intelligent communications.
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