China Mobile Jiangsu and ZTE unveil intelligent complaint analysis agent to reshape core network O&M

ZTE has joined forces with China Mobile Jiangsu under the guidance of China Mobile's Network Division to pioneer the implementation of core network complaint agent capabilities, marking a significant step forward in accelerating intelligent network operations and maintenance (O&M) transformation. Both parties innovatively introduce the multi-modal signaling model and agent technology to reconstruct the complaint handling process, implement automatic signaling analysis, and efficiently locate customer complaints. This solution sets a new benchmark for digital and intelligent O&M in the industry. At present, the complexity of service signaling interaction in mobile communication networks increases dramatically. Manual analysis of original signaling to locate problems has a high technical threshold, which relies on expert experience. In 2024, the Network Division of China Mobile Communications Group proposed a planning framework for intelligent agent-based complaint handling, leveraging agent and large model architectures to intelligently process complaint work orders. China Mobile Jiangsu and ZTE innovatively launched the complaint agent solution, and implemented it in 2025, breaking through the bottleneck of the industry through three core technologies. Modal Signaling Large Model: Learn massive raw signaling rules to train a core network multi-modal signaling large model, achieving end-to-end automatic signaling parsing and anomaly detection. The system inherits signaling expert knowledge to significantly enhance signaling interpretation efficiency. In customer complaint scenarios, the complaint agent automatically orchestrates the analysis workflow by integrating the signaling analysis large model and core network configuration data. It enables precise localization of issues in complex scenarios such as international roaming. Knowledge-based Complaint Handling: Intelligently recommend complaint handling suggestions based on complaint localization results to assist operations personnel in making rapid decisions. It can drive the transformation of complaint handling from "experience-driven" to "knowledge-driven" and close the loop on complaint resolution tickets. In the future, China Mobile Jiangsu and ZTE will continue to focus on digital and intelligent transformation, driven by value-oriented scenarios, to extend coverage to all scenarios and processes of core network operations and maintenance. It will continuously produce core network operations and maintenance agents and large models tailored to diverse maintenance scenarios, forming an agent cluster to enhance analytical capabilities in complex scenarios and empower industrial digital transformation. Through in-depth integration of AI and communications technologies, ZTE has created a new O&M mode to improve user experience and satisfaction. Contributed by ZTE.