As the global 5G network coverage rate surpasses 45% in 2025, the application of edge computing in call centers is experiencing explosive growth. According to GSMA data, more than 200 operators worldwide now offer 5G private network services, with approximately 15% dedicated specifically to real-time video and AR remote assistance for customer service.
Japanese telecom operator NTT docomo has partnered with an automotive manufacturer to use 5G and edge computing for AR-guided vehicle fault repairs. Agents can view the user's phone camera feed in real time and overlay annotations and instructions on the video, cutting the average fault resolution time by 60%. Similar scenarios are rapidly gaining traction in manufacturing and home appliance repair.
'The low-latency characteristic of edge computing brings voice interaction latency down to under 10 milliseconds — something traditional cloud solutions cannot achieve,' noted the VP of Technology at GlobalConnect. The company's EdgeCC solution has been deployed at a logistics customer in Southeast Asia: when a user inquires about a package location, the edge node instantly calls the local database without needing to backhaul to the central cloud, tripling response speed.
Industry analysis firm ABI Research predicts that by 2027, 25% of call center interactions globally will involve video or AR elements, with 5G edge computing becoming a foundational capability. However, operators still need to address coverage gaps and cross-regional roaming issues.