Huawei and China Telecom Win TM Forum's Excellence Award 2025 in Data and AI Innovation

[Copenhagen, Denmark, June 18, 2025] At the Digital Transformation World (DTW) 2025 hosted by TM Forum, the project AI Agents Driving New Era of O&M and Transforming Customer Experience jointly created by Huawei and China Telecom won the Excellence Award 2025 in Data and AI Innovation. This prestigious international award is a testimony to the industry's recognition of their efforts in integrating AI with communication technologies.

Huawei and China Telecom win the excellence award in data and AI innovation

Implementing the AI+ Strategy and Making Groundbreaking Joint Innovations

China Telecom has spent years fine-tuning their AI+ strategy. Collaborating with its strategic partner Huawei, China Telecom established the Future Agent Joint Innovation Center to explore the application of network foundation models and agents in cloud-network operations. Through substantial advancements in key technologies like domain-specific model training and chain-of-thought optimization, the two companies have developed and deployed the Home Broadband Installation and Maintenance Agent and the Wireless Network Optimization Task Model. These developments have significantly enhanced O&M efficiency and helped upskill O&M personnel.

Agent Applications Yield Outstanding Results and Boost Service Efficiency

China Telecom reports that it has developed a range of AI assistants and agent applications based on its network foundation model. By the end of 2024, the total number of service invocations exceeded 46 million, with monthly active users reaching 120,000. In addition, 39 ecosystem partners have utilized these tools to create more than 2,000 AI applications. The Home Broadband Installation and Maintenance Agent revolutionizes service experience through two key innovations:

• Customer self-service: This agent supports real-time consultation and self-service troubleshooting, shifting the service model from reactive response to intelligent interaction.
• O&M efficiency: This agent assists installation and maintenance personnel in accurately locating faults, shortening the troubleshooting duration by 30% and reducing the workload of inquiry center experts by 10%. It is now applicable in all home broadband, IPTV, and home Wi-Fi scenarios. Online self-service channel usage has risen by 10%, enabling tens of millions of households to enjoy intelligent services with instant responses and zero wait times.

The Wireless Network Optimization Task Model elevates traditional localized performance optimization, which relies on expert experience, to global experience optimization using high-precision network simulation and intelligent parameter adjustment. This enhances both quality and efficiency. In pilot regions, user experience has improved by 10% to 15%, the handling time of typical issues has reduced by 20% to 30%, and the test workloads in poor-QoE areas have decreased by 10% to 15%.

Leading Technical Standards and Building an Industry Ecosystem

Huawei and China Telecom have improved the accuracy of the foundation model and the success rate of agent tasks, significantly enhancing the effectiveness of AI applications. In addition, China Telecom, along with TM Forum and Huawei, has developed several standards, including lifecycle management for foundational models and technical specifications for AI agents. These standards aim to transform innovative practices into industry-wide frameworks, and expedite the intelligent transformation of the global ICT sector.

Prospects

This award underscores the leading role of Huawei and China Telecom in the AI+network domain. Both companies have committed to deepening their strategic partnership, driving technological innovation and standards development, and strengthening the digital transformation of the global communications industry.