Agentic AI Empowering Chinese Enterprises to Go Global
- Aug 29, 2025
- 5 min read
Updated: Apr 2
On August 27, 2025, the 2025 NWCD Innovation Acceleration Summit (2025 西云数据创新加速峰会) concluded successfully in Urumqi, Xinjiang. Under the theme "Explore Without Boundaries, Innovate Without Limits," the summit brought together Amazon Web Services (AWS), NWCD, and industry leaders to explore cutting-edge topics including Agentic AI and Generative AI.
As a core AWS partner and event sponsor, Bricom was invited to participate in the summit. During the afternoon session "Empowering Industries Through Partner Collaboration," Li Xiang, Industry Sales Director at Bricom, delivered a keynote speech titled "Agentic AI Empowering Enterprises to Connect with the World" and shared Bricom's innovative achievements and practical experience in intelligent customer service.
Summit Highlights
AI is Reshaping the Customer Service Landcape
From digital transformation in travel and aviation to satellite remote sensing data processing, from manufacturing AI applications to enterprise security and compliance—the 2025 NWCD Innovation Acceleration Summit showcased a comprehensive range of cases demonstrating how AI technology drives industrial transformation.
🔺Image: 2025 NWCD Innovation Acceleration Summit, Urumqi, Xinjiang
Leading enterprises leveraging AI to upgrade customer service have achieved tangible results across key business growth dimensions: not only has customer acquisition rate improved effectively, but upsell revenue has also achieved breakthrough growth. Moreover, significant progress in customer retention has comprehensively validated AI's value in empowering business development.
Customer expectations are undergoing dramatic changes. Instant response, rapid cross-channel replies, and personalized service have become baseline requirements. According to the Zendesk 2025 Customer Experience Trends Report, 70% of customers believe the gap between companies that effectively use AI and those that don't is widening rapidly.
Behind this trend lies a fundamental shift in customer service models. Traditional customer service faces pain points including high labor costs, low response efficiency, and difficulty standardizing service. The emergence of Agentic AI addresses these core challenges—through cognitive automation, semantic understanding, and creative task processing, it achieves a triple breakthrough in customer service processes: cost reduction, efficiency improvement, and quality enhancement.
AI Agents Are Not Omnipotent
Understanding AI Agent Capabilities and Boundaries
Amid the current AI Agent enthusiasm, Bricom reminds enterprises to maintain rational thinking. Li Xiang, Industry Sales Director at Bricom, pointed out during his summit presentation that while AI Agents are powerful, they are not all-capable. Their abilities are constrained by the training data of foundational models, algorithmic precision, and understanding of complex real-world scenarios.
Specifically, when facing highly specialized scenarios with dense industry terminology and extremely low decision error tolerance, AI Agents still have obvious limitations. For example, in medical fields involving complex disease diagnosis or legal industries requiring nuanced interpretation of legal provisions, AI Agents currently cannot fully replace professional experts.
This requires enterprises to clearly define the applicable scope when introducing AI Agents—not to rely on them blindly, but to use them as tools to enhance efficiency in complement with professional human resources. Based on industry practice, Bricom has identified three core scenarios where AI Agents deliver maximum value:
🔹 Unstructured Input, Structured Output
Examples include automatic document summarization, ticket categorization, and tag recommendations—rapidly transforming massive unorganized information into actionable data.
🔹 Light Cognitive and Reasoning Task Chains
Including conversational diagnostics, Q&A processing, and writing assistance, supporting agents in information organization and logical judgment.
🔹 Human-AI Collaborative Workflow Optimization
Typical scenarios like meeting transcription and action item organization, where AI Agents work alongside humans to complete tasks and reduce repetitive labor.
🔺Image: Xiang Li, Bricom Industry Sales Director, presenting at the summit
While traditional software still executes fixed instructions and SaaS models remain limited to standardized services, AI Agents have achieved a generational leap in intelligence through these core scenarios. Through deep collaboration with the AWS ecosystem, Bricom is leveraging Agentic AI technology to help enterprises transform these capabilities into actionable business outcomes.
In deep applications across travel, aviation, transportation, and logistics industries, AI Agents have evolved from "tools" to "partners," enabling enterprises to advance faster and more steadily on their intelligent transformation journey.
Looking Forward
Bricom's Intelligent Customer Service Solution
At the 2025 NWCD Innovation Acceleration Summit, Bricom showcased its latest intelligent customer service solution. With Agentic AI at its core, Bricom has built a three-tier architecture of "Access Layer - Intelligence Layer - Data Layer" to comprehensively support enterprise customer service intelligent upgrades:
Access Layer
Unified omnichannel access across web, mobile, and APIs, ensuring seamless customer engagement.
Intelligence Layer
Integrates LLM-powered AI agent engines, knowledge retrieval (RAG), and reasoning engines, enabling capabilities such as summarization, sentiment detection, and reply suggestions.
Data Layer
Combines knowledge graphs, vector databases, and traditional databases to support unified storage and retrieval of structured data (e.g., ERP, CRM), unstructured documents, and expert knowledge.
🔺Images – Swipe to view more
Building on this three-tier architecture, Bricom deeply integrates AWS ecosystem resources—including Amazon Connect global voice resources, Lex speech recognition, Bedrock large language model services, and QuickSight data analytics capabilities. Leveraging infrastructure with 110+ global nodes and coverage across 150+ countries, Bricom provides enterprises with efficient, secure, and scalable intelligent customer service support to comprehensively upgrade customer service.
End-to-End Process: From Service Response to Continuous Optimization
Bricom redefines customer experience through intelligent operations:
Self-service and bots for rapid resolution
Omnichannel engagement with intelligent routing
AI Copilot assisting agents in complex scenarios
Continuous optimization through QA and analytics
With this comprehensive framework and technical expertise, Bricom enables up to 80% interaction automation, significantly improving both CX and operational efficiency:
10% Automation: Knowledge base setup and basic AI capabilities
20% Automation: Customized workflows and service logic optimization
40% Automation: Backend API integration for expanded use cases
60% Automation: Process optimization via analytics and QA
80%+ Automation: Full omnichannel and multilingual coverage with minimal human intervention and improved customer satisfaction
Closing Thoughts
As AI Agents mature in application, contact centers are evolving from "reactive response" to "intelligent-driven," from "problem-solving" to "value creation."
Looking ahead, Bricom will continue partnering with AWS to provide sustainable digital transformation pathways for more industries, helping enterprises truly connect with the world and embrace a new era of intelligent service.
If you’re looking to upgrade your customer service with AI,
feel free to reach out to the Bricom team—we’re here to help 🤝
🔽Agenda for the 2025 NWCD Innovation Acceleration Summit:
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
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