PoC 20 Agent-based Customer Experience Assurance

PoC Team

• China Telecom
• Huawei
• AsiaInfo Inc.
• China Academy of Information and Communications Technology (CAICT)

Main Contact

• Pang Yue (pangy18_at_chinatelecom.cn)

Contributors

• Xie Yuan (zhangzk10_at_asiainfo.com)
• Zhang Zhongke (zhangzk10_at_asiainfo.com)
• Liu Zhiruo (liuzhiruo_at_caict.ac.cn)

Abstract

This PoC demonstrates the use case of an agent-based customer experience assurance for intelligent IT service operations. The scope of this PoC is to validate how agent-based mechanisms can improve customer experience assurance through knowledge-driven, data-driven, and closed-loop service operations. It focuses on addressing key pain points such as inefficient issue propagation, insufficient pre-processing, fragmented operational tools, weak proactive handling, and heavy reliance on manual operations. The PoC will verify how the customer experience assurance agent performs issue perception, knowledge-driven analysis, work order and tool coordination, and feedback by interacting with the knowledge base/knowledge graph, IT service management, customer relationship management, and network monitoring system. The implementation of the solution in this PoC aims to demonstrate intelligent, integrated, proactive, and cost-efficient customer experience assurance.

The implementation of the solution in this PoC uses the relevant ZSM specifications as a reference. The design architecture of the use case follows the ZSM framework (ZSM 002).

PoC Proposal

Full PoC proposal on ETSI portal as ZSM(26)000057r1 - Download pdf

PoC Topics

This PoC is WORKING on:

• Topic 5 - Agent-based Autonomy

PoC Demo

• Demo, Jun 2026, Demonstrates the use case of agent-based autonomous network fault diagnosis and root cause analysis.

PoC Report(s)

• PoC #20 Final report expected in Aug 2026