China unicom launches AICC3.0 to transform AI customer service

On September 22, 2026, China Unicom unveiled its latest intelligent hotline solution, AICC3.0, during its annual partners' conference. The product marks a shift from AI-assisted responses to autonomous task execution, enhancing service capabilities from mere answering to efficient task completion. AICC3.0 expands into sectors like government, finance, and large enterprises, leveraging real-time multimodal interaction and autonomous execution. It features a '1+7+N' architecture with seven specialized AI agents and flexible skills, supported by governance mechanisms for security and reliability. The update introduces an 'Intelligent Optimization Agent' that identifies issues and improves knowledge bases, enabling seamless integration across systems like CRM. AICC3.0 also includes intelligent BPO operations, combining digital employees with human agents for tasks like scheduling and quality checks. China Unicom claims to serve over 5,000 clients across various sectors, backed by more than 600 certifications in cloud computing and cybersecurity.