San Antonio – September 19, 2026 -- Frost & Sullivan has awarded Chunghwa Telecom its 2026 Taiwanese Customer Value Leadership Recognition in the AI-powered customer services industry, citing measurable operational gains from the carrier's in-house AI technology stack.
Frost & Sullivan benchmarks Chunghwa Telecom on business impact and customer impact
The research firm's evaluation process scored the company across two core dimensions, finding it excelled in aligning AI innovation with customer requirements while executing scalable deployment models with proven operational expertise.
Chunghwa Telecom's Intelligent Customer Service Solution integrates three proprietary AI tools
The platform combines an AI Agent Assistant, an AI Knowledge Copilot, and DeepVoice technology to target contact center pain points such as slow response times, manual knowledge management, and limited visibility into customer interactions. The proprietary AI stack supports Mandarin, English, and Taiwanese code switching, a language capability tailored to Taiwan's multilingual enterprise and government client base.
Self-developed speech recognition and generative AI underpin the company's long-term strategy
Chunghwa Telecom has invested in speech recognition, generative AI, retrieval-augmented generation, and voice analytics technologies to serve government agencies and enterprise organizations. The company offers both on-premises and cloud deployment models, allowing customers to adopt AI tools while meeting regulatory and governance requirements.
Krishna Baidya of Frost & Sullivan credits the shift from technology pilot to operational tool
"Chunghwa Telecom has successfully transformed AI-powered customer services from a technology initiative into a practical business solution that delivers measurable operational improvements," said Krishna Baidya, Senior Director of the ICT Practice at Frost & Sullivan, pointing to the company's combination of in-house AI capabilities, multilingual expertise, and contact center experience.
Chunghwa Telecom operates one of Taiwan's largest customer service environments, delivering integrated solutions across public sector and enterprise organizations. Pen-Yuang Chang, President of the company's Enterprise Business Group, said the company aims to help customers build smarter and more competitive service models through localized language models and operational experience.