China Mobile explains how AI will add intelligence to its business

China Mobile already has over 100 scenarios where it has deployed artificial intelligence (AI), as it works to support the largest number of customers of any CSP in the world. As just one example, it now uses an AI agent to simplify and improve the customer care process, which previously required human call agents to sift through over 20 different databases to identify and try and resolve issues.

But the main focus now is on supporting the deployment and operation of the 5G network as CSPs move more into being software-driven businesses. China Mobile’s overall strategy for AI is value driven, rather than being technology driven. It has four main focus areas for AI. The first and most important is the network; the second area is marketing and it has already deployed a large scale AI system for this; third is customer care service and security; and fourth is management services, such as accounting and legal.

Filmed at ONS North America 2019, San Jose, United States