At the 2025 IDC China CIO Summit and Digital Transformation Awards Ceremony hosted by International Data Corporation (IDC), the innovative “AI+BOSS” practice jointly developed by China Mobile Guangdong and Huawei won two prestigious awards: the Excellence Award for the Best in New Ways of Work and the Outstanding Award for the Special Award for Customer Experience.
Mr. Lianfeng Wu, Vice President and Chief Analyst of IDC China, conducted an exclusive interview with Mr. Hui Chen, Deputy General Manager of the Intelligent Digitalization Department of China Mobile Guangdong, and Mr. Ziheng Yang, Vice President of Huawei’s Software Business Dept. Together, they discussed how China Mobile Guangdong and Huawei are leveraging AI to reshape business operation paradigms and drive enterprise business growth.
In recent years, China Mobile Guangdong has actively implemented the Group’s “AI+” strategy, centered its efforts on the concept of “AI redefining operations to empower value creation”. It has carried out upgrades to its support model across multiple domains.
In the “AI+BOSS” project, by building an “AI Account Manager Assistant”, China Mobile Guangdong achieved a transformation from “human-machine division of labor” to “intelligent collaboration” in enterprise support. The initiative has reduced average business processing time by 30%, enabling a comprehensive upgrade in enterprise services.
The “AI Account Manager Assistant” acts as a dedicated AI partner for every account manager, helping them efficiently integrate information and generate personalized proposals, reducing hours of preparation work to just minutes. This innovation frees account managers from repetitive tasks, empowering them to evolve from process handlers into customer operation experts.
As a key technology partner, Huawei’s BSS Solution Team provided end-to-end support for the “AI+BOSS” project, from platform, architecture, AI optimization to operations services:
- Platform: Huawei leveraged its self-developed LLM Engine to provide a unified data and model foundation, supporting an integrated capability that covers data collection, model training, and service deployment. This provides flexible, secure, and stable support for AI applications, enabling second-level interface switching and ensuring zero data leakage.
- Architecture: Based on its AI-Native architecture concept and over 30 years of deep industry expertise in telecommunications, Huawei built a solution featuring intent recognition, intelligent agent orchestration, and autonomous AI decision-making. While fully unleashing AI’s potential, it also ensures carrier-grade reliability. Since its launch, the project has successfully supported over 150,000 scenario invocations.
- AI Optimization: Huawei and China Mobile Guangdong formed a joint expert team to continuously refine models and prompt engineering, enhancing AI’s accuracy and controllability in telecom-specific applications, making AI truly “understand telecom language and handle telecom tasks.” Through agile delivery and continuous integration mechanisms, the project ensures efficient iteration from prototyping validation to commercial deployment.
- Operations Services: Huawei established a self-learning and feedback optimization mechanism for AI models, coupled with KPI-based evaluation systems to drive continuous improvement, making the AI system increasingly effective over time and helping customers maintain business leadership.
Looking ahead, Huawei will continue to collaborate with China Mobile and global partners to focus on three intelligent directions, integrated growth for existing base and incremental services in the ToC business, sustainable expansion for the ToB segment, and efficient IT operations through AIOps. By leveraging its ecosystem operation support platform and professional AI services, Huawei aims to create AI digital employees for different roles, AI agents for diverse business scenarios, and a digital business operation platform for future operation models. These initiatives will deliver innovative experiences centered on Agentic AI and Dynamic UI, empowering telecom operators to achieve comprehensive advancements in business performance, customer experience, and operational efficiency in the AI era.
