Chunghwa Telecom’s innovative capabilities in the field of artificial intelligence have once again received high-level recognition from the international professional community. The World Communication Awards (WCA), widely regarded as the highest honor in the global telecommunications industry, announced the 2025 award winners on December 9 (London time). Chunghwa Telecom won the Silver Award in the “AI Innovation Award” category with its self-developed generative AI customer service solution, “GenAI for Customer Service – AI Agent for Customers, AI Copilot for Agents.” Chunghwa Telecom is the only award-winning company from Taiwan this year. Through its solid and advanced AI innovation capabilities, the company has successfully demonstrated Taiwan’s strong momentum in AI research and application to the global community.
Founded in 1999, the WCA has entered its 27th year and is one of the longest-running and most influential international telecommunications awards worldwide. This year, a judging panel composed of more than 80 independent experts conducted a professional and rigorous evaluation process to select innovations deemed to have genuine real-world impact and the potential to shape the future of the industry. Chunghwa Telecom achieved this distinction in its first-ever participation, winning the Silver Award for AI Innovation, which underscores the depth of its AI capabilities and the value of its industry-leading innovation.
Chunghwa Telecom has launched its self-developed “GenAI for Customer Service” solution, featuring a dual-track innovation model of that combines AI Agents for customers with AI Copilots assisting customer service agents. This delivers a comprehensive generative AI solution that spans both customer interactions and frontline service personnel. Proprietary AI Voice Agent and Hyper-Realistic Virtual Assistant AI 小Q achieves speech recognition accuracy exceeding 90%. It is capable not only of understanding complex intent and contextual meaning, but also of directly integrating with enterprise back-end systems to execute high-frequency tasks such as inquiries, verification, reservations, and progress tracking. This enables AI to evolve from simply “answering questions” into an intelligent service role that can execute end-to-end workflows, forming a truly deployable enterprise-grade AI service agent (AI Agent) and creating clear, measurable operational value for enterprises.
In terms of customer interaction experience, Chunghwa Telecom integrates voice, text, and virtual human technologies to deliver 24/7, omnichannel services supporting 13 languages, including Mandarin Chinese and Taiwanese, across voice channels, mobile apps, online platforms, and physical service counters. Enterprises can rapidly customize brand-specific voice profiles and avatars, ensuring consistency in brand identity and customer engagement. The solution has been successfully deployed across government, healthcare, food and beverage, logistics, home appliance repair, TV shopping, and financial services, demonstrating the maturity of generative AI applications in delivering cross-scenario and cross-industry services.
In addition to directly serving customers, Chunghwa Telecom has also launched an innovative “AI Copilot for Agents” model, which supports frontline customer service staff in real time through three core functions: Quick Reply, Knowledge Management Copilot, and Form filling Copilot. This significantly reduces operational workload while enhancing service accuracy. The dual-track design of “AI Serving Customers × AI Assisting Agents” demonstrates Chunghwa Telecom’s forward-looking approach in practical generative AI applications and customer service transformation, earning recognition from the WCA.
Chunghwa Telecom Chairman and CEO Chien Chih-Cheng emphasized,“The key is not merely implementing AI, but making it a growth engine.” Upholding a customer-centric philosophy, Chunghwa Telecom leverages AI technology as a core driver of digital transformation, continuously deepening its AI capabilities, expanding vertical industry applications, and collaborating with strategic partners to create innovative business models. This approach realizes the vision of “AI-driven enterprise transformation” and lays a solid foundation for the next generation of intelligent services. In addition, Chunghwa Telecom has once again been recognized by Newsweek as one of the “World’s Most Trustworthy Companies 2025”, standing out as the only Taiwanese telecom operator on the list, further demonstrating its strong brand trust on the international stage.
Note: For more information, please visit the official WCA website: Award Winners | WCA 2025
