Shenzhen–Hong Kong Special Session: AI Is Reshaping Customer Service
- Dec 31, 2024
- 5 min read
Updated: Aug 17
On the morning of Saturday, December 28, 2024, the CCF YOCSEF (China Computer Federation Young Computer Scientists & Engineers Forum) hosted a Shenzhen–Hong Kong Special Session at the Xili Lake Talent Service Center in Nanshan, Shenzhen, under the theme “Trade in Services in the Digital Intelligence Era: Transformation, Challenges, and the Future.”
Bricom was one of the participating organizations. Calvin, Technical Director at Bricom, delivered a keynote titled “AI-Powered Customer Service: Boosting Efficiency or Ending Human-Centered Service?” at the session and joined other industry experts in exploring the applications and future potential of AI in cross-border e-commerce and financial innovation.
In recent years, global digital trade has experienced unprecedented growth. By 2025, the global digital trade market is expected to exceed US$50 trillion. The widespread adoption of AI is a major driver of this growth, particularly across marketing and customer service, where it is reshaping the way cross-border businesses operate and engage with customers.
With rapid advances in generative AI, automated customer service, and intelligent data analytics, companies in cross-border e-commerce and financial services are turning to AI to strengthen competitiveness, streamline operations, and reduce costs. Digital transformation is no longer optional—it has become essential for businesses navigating market pressure, technological change, and global competition.
01 Event Overview
Shenzhen and Hong Kong Join Forces to Shape the Future of Trade in Services
Organized by the China Computer Federation (CCF) and jointly hosted for the first time by the Shenzhen and Hong Kong chapters of CCF YOCSEF, the Shenzhen–Hong Kong Special Session brought together technology and business leaders to explore the intersection of innovation and business, as well as Shenzhen’s strategic opportunities and development path in the evolving global digital trade landscape.
Shenzhen’s strategic location, supportive policies, and strong innovation ecosystem have positioned the city as a rising hub for the global digital economy. The city is also accelerating the growth of cross-border e-commerce and fostering AI-driven innovation. As digital technologies continue to advance, Shenzhen is well positioned to capture new opportunities in global digital trade and help local businesses compete on the international stage.
The event featured three main sessions: an opening and event overview, keynote presentations, and interactive discussions.
During the discussion session, attendees explored two key topics: digital trade barriers and the application of generative AI in trade in services. The conversations examined the latest developments in digital trade and AI, as well as their broader implications for the future of global services.
On digital trade barriers, participants noted that data localization policies can strengthen data security and support local businesses, but may also constrain innovation and create operational challenges.
Jianbin Zou (邹剑斌) from AWS emphasized that the ROI of AI should not be measured simply by whether a technology has been deployed, but by how effectively it strengthens a company’s core competitiveness. When applied to the right use cases, generative AI can drive innovation and help small and medium-sized businesses participate more effectively in global competition.
02 Insights from the Event
Balancing Efficiency with Human-Centered Customer Service
As digital transformation accelerates, AI-powered customer service is becoming an important tool for improving operational efficiency and customer experience. The key challenge is finding the right balance: how can businesses use AI to improve service efficiency without over-automating human interactions or compromising personalized, empathetic service?
As advanced AWS Partner and Zendesk Premier Partner, Bricom brought practical industry experience to the discussion. Calvin, Technical Director from Bricom shared his perspectives on the opportunities and challenges of AI-powered customer service.
Calvin highlighted that while AI can significantly improve productivity, it still has limitations when it comes to emotional intelligence and understanding nuanced language—particularly in customer service scenarios. He also pointed to ongoing challenges around data security, cost efficiency, and regulatory compliance.
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AI-Powered Customer Service Drives Greater Efficiency
AI can significantly improve customer service efficiency by automating high-volume, repetitive, and rule-based tasks. From routine inquiries and order-related questions to data analysis, AI can deliver fast and consistent responses while reducing manual effort and operating costs.
Generative AI also enables more connected omnichannel customer experiences, allowing businesses to provide seamless support across phone, email, chat, social media, and other channels. By connecting customer interactions across touchpoints, businesses can respond faster while delivering a more consistent experience.
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Advancing Personalization and Customer Experience
AI-powered customer service still has limitations when handling ambiguous requests and complex issues. However, continued advances in AI are helping close these gaps.
With AI-powered agent assistance, customer service teams can access real-time customer context, relevant information, and recommended solutions while handling complex cases. This not only improves agent productivity but also enables more accurate and personalized customer interactions.
AI can also analyze customer behavior, preferences, and needs in real time, providing businesses with actionable insights for data-driven decision-making. As service processes become more intelligent and personalized, AI can help increase customer satisfaction while creating new business value.
Finding the Right Balance Between Efficiency and Human Touch
AI-powered customer service still faces challenges in delivering empathy and handling complex issues. However, its ability to improve efficiency and reduce operational costs is becoming increasingly clear.
AI is not about replacing human customer service entirely. Instead, it can take on high-volume, low-complexity interactions, allowing human agents to focus on complex or emotionally sensitive cases where human judgment matters most.
The collaboration between AI and human agents will therefore be critical. While this model continues to evolve, smarter systems combined with timely human intervention can create a customer service experience that is both efficient and human-centered.
The CCF YOCSEF Shenzhen–Hong Kong Special Session provided a valuable platform for industry dialogue and technology exchange. Bricom will continue to innovate in intelligent customer service, customer experience, and data-driven decision-making, working with businesses around the world to accelerate digital transformation and drive innovation.
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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