en.Wedoany.com Reported - The Telecommunication Terminal Laboratory of the China Academy of Information and Communications Technology (CAICT) officially began soliciting participants on May 18 for the first batch of assessments for "Artificial Intelligence Marketing Customer Service Platform Capabilities." This assessment is based solely on the standard T/CCSA 737-2025 "Requirements for Artificial Intelligence Marketing Customer Service Platform Capabilities," developed and published by the China Communications Standards Association and the China Advertising Association Internet Advertising Standards Joint Working Group (CAA/CCSA JWG). It targets a variety of products, including intelligent customer service platforms, intelligent marketing platforms, enterprise-grade agent platforms, conversational AI platforms, intelligent outbound call platforms, agent assistance platforms, intelligent quality inspection platforms, and call center and contact center platforms, as well as industry application units that have built related platforms, to solicit participants for the first batch of assessments. This marks the first time CAICT has conducted a systematic platform capability evaluation in the field of AI marketing customer service.
As technology continues to iterate and industry applications deepen, AI marketing customer service platforms are evolving from early single-function intelligent Q&A tools into comprehensive platforms supporting customer outreach, request processing, knowledge retrieval, intelligent Q&A, agent collaboration, marketing operations, service quality inspection, and operational management. CAICT pointed out that whether platform capabilities are complete, whether business processes form a closed loop, and whether manual review and security assurance mechanisms are sound have become key issues that enterprises need to focus on during product selection, platform construction, project acceptance, and continuous optimization.
This assessment will focus on requirements directly related to platform capability construction within the standard, covering five core directions. The platform technical architecture and service process evaluation assesses the rationality of the overall architecture, the completeness of service processes, and system scalability; intelligent platform functions examine the maturity of core AI capabilities such as semantic understanding, multi-turn dialogue, and emotion recognition; intelligent recommendation and marketing guidance focus on user profile construction, personalized recommendation algorithms, and marketing conversion effectiveness; contact center platform functions evaluate basic contact center capabilities like call distribution, agent management, multi-channel integration, and work order processing; platform interfaces and data security examine API openness, data encryption, privacy protection, and compliance. These five directions together form a complete evaluation matrix for AI marketing customer service platforms, from the technical foundation to the business application layer.
Previously, the Internet Advertising Standards Joint Working Group (CAA/CCSA JWG), jointly established by the China Communications Standards Association (CCSA) and the China Advertising Association (CAA), has been continuously promoting the construction of a standards system in China's digital marketing field around emerging formats such as AI marketing, digital out-of-home advertising, and terminal ecosystem marketing. The T/CCSA 737-2025 standard was developed and published under this framework, providing for the first time a unified industry technical specification for the capability construction and assessment of AI marketing customer service platforms, filling a long-standing gap in the lack of specific evaluation standards in this field.
From the perspective of market scale and enterprise investment, AI customer service is becoming one of the fastest-growing application scenarios for AI technology commercialization. According to statistics from multiple industry organizations, the market size of intelligent customer service in China exceeded 40 billion yuan in 2025, with finance, e-commerce, telecommunications, and government affairs being the industries with the highest penetration rates. The daily session processing volume of AI customer service for large internet platforms and financial institutions has reached hundreds of millions. Against this backdrop, the demand for standardized evaluation of platform capabilities is increasingly prominent—whether for enterprise selection and procurement, internal platform construction, project acceptance audits, or daily operational optimization, a quantifiable and benchmarkable evaluation standard is needed.
The assessment results will establish comparable and referenceable capability benchmarks for the industry. For participating enterprises, passing the assessment not only serves as third-party verification of their platform's technical capabilities but also creates a differentiating advantage in bidding, product promotion, and building customer trust. For the industry as a whole, the launch of the first batch of assessments signifies that AI marketing customer service is moving from a rudimentary stage of "feature availability" to a standardized verification stage of "capability strength," where industry competition will focus more on the depth and stability of core platform capabilities. Starting today, eligible units can submit application materials through CAICT's official channels.
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