China Unicom Launches AICC 3.0 for Autonomous AI Customer Service
China Unicom introduced AICC 3.0, an upgraded smart hotline platform that uses a multi-agent architecture to shift customer service from passive Q&A to autonomous task execution. Developed by the China Information Technology Designing & Consulting Institute, the platform targets government, finance, and large enterprise applications. The launch reflects an enterprise-wide trend of adopting autonomous AI agents capable of executing complete business workflows rather than just answering static queries. This transition allows service providers to automate end-to-end tasks while improving operational efficiency across call center operations. AICC 3.0 features an autonomous service engine powered by one master control agent, seven specialized agents, and customizable skills, governed by a five-tier trust and compliance mechanism. It also integrates a new 'Zhiyou' agent to continuously update knowledge bases and refine strategies based on interaction data, alongside a BPO operational system for digital worker and human agent collaboration.
## BACKGROUND
An Artificial Intelligence Contact Center (AICC) upgrades traditional call centers by integrating AI technologies such as speech recognition and natural language processing across multiple communication channels. Modern enterprise customer service solutions increasingly rely on multi-agent orchestration to link front-end conversations directly to back-end systems like CRM and work order management.