China Mobile releases 86 NEXT, taking the lead in breaking the ice on large-scale model applications in the industry

On October 11, 2023, at the "Heart-Level Service, Heart-Whispering Future" sub-forum of the 2023 China Mobile Global Partner Conference, China Mobile launched the "86 NEXT New Mind Service Portal". This move means that innovative AI technology represented by large models has taken the lead in engineering applications in 10086, the world's largest customer service system. It is a landmark event that breaks the ice in the application of large model technology in the industry.

It is understood that the "86 NEXT" newly released by China Mobile at this forum is a new intelligent upgrade of 10086 online service, known as "New Portal of Mind Services". It successfully equipped and applied 5G new call and "Jiutian" large model technology. Relying on the support of 5G new calls, 86 NEXT has realized the transformation from hotline to portal. After users call the hotline, they can get what they need at one touch through the mobile phone screen operation. At the same time, with the help of the "Jiutian" large model, 86 NEXT is the first in the industry to realize the transformation from "intelligence" to "wisdom" and from industry to omnipotence. Comprehensively improve user experience and satisfaction through the first-class intelligent service system, and further extend the customer service hotline into a new multi-modal intelligent service portal

Smart customer service experience: independent services meet industry scenario applications

Industry Big Model is a data system built to fully serve customer needs. It has stable, reliable, flexible and diverse features such as pre-trained industry base models, accurate annotation of business data and enhanced business data. On this basis, 86 NEXT has overcome the limitations of the accuracy of general large models and formed an intelligent industry large model that can learn independently and serve independently. The 10086 platform has existing resources and a large amount of professional data, achieving high accuracy, high reliability and strong task orientation, and can continue to learn industry norms and knowledge through complex AI systems and powerful system integration capabilities

Based on large-scale language models, 86 NEXT breaks the boundaries of traditional interaction, provides a more in-depth and humanized communication experience, and realizes the transformation from intelligent customer service’s traditional answer-based interaction to a more business-savvy and warm-hearted communication style. The combination of personalized services and 5G video customer service technology brings users a colorful, diverse and real interactive experience.

China Mobile Cloud Intelligent Server: More efficient service, warmer interaction

China Mobile’s “86 NEXT” is also the first in the industry to start the engineering application process of large models in the field of personal user services , combined with the "Jiutian" large model, can significantly improve the fluency and naturalness of conversations between machines and people, and can detect and respond to user emotions in a timely manner, providing anthropomorphic emotional care. Based on the newly upgraded "China Mobile Cloud Intelligent Server" based on 86 services, It will empower thousands of industries and provide service solutions to corporate customers.

86 NEXT's highly dynamic adaptability can be applied to various industries such as customer service, government affairs, medical care, and society, fully utilizing various service forms and integrating various service resources of the enterprise to provide customers with comprehensive problem solutions. For example, 86 NEXT can not only be used in interaction scenarios with customers, but can also establish a new model of human-machine collaboration between users and customer service during the manual service process, providing users with a new convenient and efficient service experience.

At the same time, as an AI assistant, 86 NEXT's large-scale language model can intelligently generate user conversation summaries, accurately understand user needs, and assist customer service personnel throughout the process, significantly improving work efficiency. After the service is completed, it can also be cooperated with big data technology for data aggregation, comparison and analysis, and timely discovery of key issues and potential needs, providing an important basis for user marketing and personalized services, making intelligent customer service more intelligent and considerate

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