In August 2025, the State Council issued the "Opinions on Deepening the Implementation of the 'AI+' Action," focusing on key areas such as AI + consumption quality improvement and AI + commercial circulation, clearly relying on AI technology to upgrade service models and comprehensively enhance the intelligence level of commercial services. Recently, the Cyberspace Administration of China, the National Development and Reform Commission, and the Ministry of Industry and Information Technology jointly issued the "Implementation Opinions on Standardized Application and Innovative Development of Intelligent Agents," further proposing to enhance customer service capabilities for agents and provide continuous services across all stages. Driven by both policy support and technological iteration, artificial intelligence technology is rapidly penetrating various business service scenarios such as marketing, customer service, and after-sales service.

With continuous technological iteration and deepening industry applications, AI marketing customer service platforms are gradually evolving from intelligent Q&A tools into comprehensive platforms supporting customer reach, request processing, knowledge retrieval, intelligent Q&A, agent collaboration, marketing operations, service quality inspection, and operational management. Whether platform capabilities are complete, whether business processes are 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.

The Joint Working Group for Internet Advertising Standards of the China Communications Standards Association and the China Advertising Association (CAA/CCSA JWG) developed and released T/CCSA 737-2025 (T/CAAAD 005-2025) "AI Marketing Customer Service Platform Capability Requirements," providing a standard foundation for capability building and evaluation of AI marketing customer service platforms.

Figure 1 AI marketing customer service platform capability assessment framework

To further promote the standard's implementation and application, the CTTL Terminal Labs of the China Academy of Information and Communications Technology (CAICT) has launched the first batch of "AI Marketing Customer Service Platform Capability" evaluation units.

This evaluation will focus on requirements directly related to platform capability building in the standards, with particular emphasis on platform technical architecture and service processes, intelligent platform functions, intelligent recommendations and marketing guidance, contact center platform functions, platform interfaces, and data security.

Currently, the first batch of evaluation participants is being sought from industry application units that have already built AI marketing platforms, intelligent marketing platforms, enterprise-level agent platforms, conversational AI platforms, intelligent outbound call platforms, agent assistance platforms, intelligent quality inspection platforms, knowledge bases and retrieval-enhanced generative services, call center and contact center platforms, as well as industry application units that have already built AI marketing customer service platforms.

Relevant organizations are welcome to actively participate and jointly promote the application of AI marketing customer service platform capability requirements in product development, capability benchmarking, and evaluation practice. Units interested in participating in the first batch of assessments can scan the QR code at the end of the article to fill in their information, or contact us through the following contact methods.

Deadline: June 30, 2026

Registration method: Scan the QR code below to fill in the registration information online.

Contact Person:

Mrs. Zhu

18500135469

cda@caict.ac.cn