China Unicom unveiled its AICC 3.0 intelligent hotline system at the 2026 China Unicom Partner Conference. The platform aims to transition hotline services from AI-assisted responses to autonomous task execution, utilizing agent technology to handle complex service workflows for government and enterprise clients.
The AICC product line, developed by China Unicom's Zhongxun Post and Telecommunications Consulting and Design Institute, was first launched in late 2024. The 3.0 version expands into sectors such as government affairs, finance, and large-scale enterprises, focusing on real-time multimodal interaction and human-machine collaboration.
The system architecture features a central control agent, seven specialized agents, and flexible skill modules. It includes five security mechanisms: permissions, guardrails, approval, evaluation, and auditing. The new 'Zhiyou' agent identifies issues and optimizes service strategies by analyzing operational data.
The platform integrates customer service, business processing, and operational management systems. It connects knowledge bases, work orders, and CRM systems to provide end-to-end service execution. Additionally, the intelligent BPO component supports digital employees and human agents through task scheduling and quality inspection.
China Unicom reports that it currently serves over 5,000 clients across government and financial sectors. The company holds more than 600 professional certifications covering areas such as cloud computing, big data, and network security to support its BPO operations.
