As 5G networks now cover major cities worldwide, edge computing is accelerating its deployment in call centers. According to ABI Research, by 2026, over 35% of customer service interactions will involve edge AI processing.
Typical use cases include: 1) Real-time voice translation: With 5G’s low latency (under 10ms), edge nodes can perform multilingual real-time translation during calls, eliminating language barriers. A Japanese retail company has deployed this solution across its global customer service centers, reducing average call duration by 40%. 2) Remote AR assistance: When a customer reports a complex equipment issue, agents can push AR markers to the customer’s phone via 5G to guide them through operations. After adopting this solution, a European industrial equipment manufacturer saw on-site repair rates drop by 60% and customer satisfaction increase by 25%.
Industry challenge: Managing edge nodes is highly complex, requiring a unified orchestration platform. GlobalConnect’s EdgeConnect service offers a distributed edge computing framework that supports deploying lightweight AI models on the customer side or at operator edge sites, in coordination with the cloud. It has helped an Asian logistics company achieve sub-second response times for parcel loss complaints.