The combination of 5G and edge computing is expanding the boundaries of call center capabilities from voice to video and augmented reality. ABI Research predicts that by 2026, 30% of global customer service interactions will involve 5G networks, with edge computing handling 70% of real-time data.
In a specific case, Japanese telecom operator NTT Docomo has launched a 5G-based remote video customer service, allowing customers to receive face-to-face guidance from experts via smartphone with latency under 10 milliseconds. For example, in an electronics installation scenario, customer service agents use AR markers to guide customers in real time, reducing fault resolution time from an average of 45 minutes to 12 minutes.
From a technical insight perspective, the key advantage of edge computing lies in localized processing. Traditional cloud-based AI engines require 200-300 milliseconds of response time, while edge nodes reduce latency to under 20 milliseconds. This is critical for real-time feedback in financial trading customer service (e.g., stock trading consultations) and medical emergency support.
GlobalConnect's 5G customer service solution has partnered with multiple telecom operators to ensure AI model deployment across edge nodes globally. Its product director noted: 'Edge computing brings customer service AI closer to the customer. We are currently testing a dedicated customer service network based on 5G slicing technology. In the future, enterprises will be able to purchase dedicated network bandwidth on demand.'