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Chunghwa Telecom Achieves Prestigious Award for AI Customer Services

In a remarkable achievement, Chunghwa Telecom has been honored with the 2026 Taiwanese Customer Value Leadership Recognition by Frost & Sullivan. This prestigious accolade is a testament to the company's excellence in AI-powered customer services, validating its commitment to innovation, operational excellence, and maximizing customer value.

Setting New Standards in AI Innovation

Frost & Sullivan's assessment focuses on two main dimensions: business impact and customer impact. Chunghwa Telecom excelled in both areas, proving its ability to adapt its AI innovations to meet the changing needs of its clients. This adaptability has allowed the company to streamline customer service processes, enhancing overall contact center performance and improving customer experience.

Krishna Baidya, Sr. Director of the ICT Practice at Frost & Sullivan, stated, "Chunghwa Telecom has effectively transformed AI-powered customer services from a technology initiative into a practical business solution that offers measurable operational improvements. By leveraging in-house AI capabilities, multilingual expertise, and flexible deployment options, the company supports organizations in modernizing their customer service operations."

Committed to Operational Excellence

Chunghwa Telecom has a long-standing strategy centered around AI innovation and continuous digital transformation. With a commitment to reassessing and enhancing service provisions for both government agencies and businesses, the company has routinely made investments in various self-developed technologies. These include speech recognition tools, generative AI capabilities, and advanced voice analytics which have significantly improved operational efficiency while ensuring service quality across multiple deployment settings.

The company's Intelligent Customer Service Solution exemplifies this commitment. It integrates AI Agent Assistants, AI Knowledge Copilots, and DeepVoice technologies to tackle common challenges faced by contact centers. This comprehensive solution reduces response times, enhances knowledge management accuracy, and expands visibility into customer interactions. Chunghwa’s proprietary technology stack supports not only Mandarin but also English and Taiwanese code-switching, enabling a seamless and effective interaction model.

Pioneering Contemporary Customer Service Models

According to Pen-Yuang Chang, President of the Enterprise Business Group at Chunghwa Telecom, the organization's focus on fostering innovation in AI-powered services is paramount. He highlighted, "We are dedicated to advancing our customers’ success by offering smarter, more responsive service models that align with the evolving expectations of the digital economy."

Chunghwa Telecom remains a trusted partner for businesses wishing to enhance their customer service frameworks. By providing both cloud-based and on-premises solutions, the company ensures seamless integration with regulatory and operational needs. Their extensive experience managing one of Taiwan's largest customer service environments positions Chunghwa Telecom as a leader in applying AI-driven solutions for modern enterprises.

Frost & Sullivan’s recognition reflects Chunghwa Telecom’s ability to not only meet but exceed customer expectations, fostering enhanced competitive strategies and paving the way for sustainable growth in the AI service landscape. Each year, this award is given to companies that exhibit exceptional strategic development while consistently delivering outstanding customer value, making Chunghwa Telecom's recognition even more significant.

With a broad range of advanced AI capabilities, flexible deployment strategies, and strong operational foundations, Chunghwa Telecom is setting new standards for customer service excellence in Taiwan. As the digital landscape evolves, the company is poised to play a pivotal role in transforming how enterprises approach customer interactions in the years to come.