ZTE has made significant strides in agentic AI, showcased at the recent AI Innovation Asia 2025 event in Singapore. At this high-profile conference, ZTE’s Chief Development Officer, Cui Li, shared how agentic AI is reshaping customer experiences and transforming business resilience. Her insights revealed the pivotal role of intelligent technologies in driving the future of enterprise operations in Asia and beyond.
ZTE’s Strategic Vision: Driving Customer Experience with Agentic AI
At the heart of ZTE’s approach is its “AI for All” strategy. The company integrates agentic AI into four domains: networks, computing, homes, and personal devices. By leveraging three major engines—Nebula Telecom Large Model, big data, and digital twins—ZTE has enabled highly autonomous networks. As a result, troubleshooting times were reduced by 47% through multi-agent coordination, demonstrating real, measurable value. Customers can now expect more responsive, intelligent, and collaborative tech solutions, a testament to how AI is fundamentally changing user interactions.
Building Business Resilience and Accountability with Agentic AI
Cui Li highlighted the importance of digital autonomy for organizations facing rapid change. Agentic AI helps companies adapt quickly by automating complex tasks and fostering adaptive, agile cultures. However, she emphasized that humans must remain in control—AI supports, but does not replace, crucial decision-making. ZTE’s own journey began with digital transformation in 2016 and intelligent upgrades in 2022. Key steps included balancing hardware with software, top-down planning, and continuous investment. To ensure oversight and accountability, ZTE recommends:
- Developing proprietary knowledge projects and large domain-specific models
- Identifying clear business problems for AI agents to solve
- Using agents for complex tasks and workflows for predictable ones
- Enabling collaboration across the cloud, edge, and endpoints
This approach keeps operations efficient, accountable, and secure.
Preparing for the Future: Agentic AI as Integrated Business Partners
Looking ahead, agentic AI will evolve from task automation to becoming true business partners. These digital agents can already manage information-heavy, structured work with high accuracy. As they grow smarter, they will take on more complex roles, adapting to industries’ changing needs. Cui Li encourages organizations to:
- Plan for the mid and long term with flexible strategies
- Begin in high-value, business-specific scenarios
- Iterate rapidly based on results and feedback
Importantly, companies will need new talent profiles: AI experts, power users, and creative thinkers who can guide and collaborate with intelligent systems.
In summary, ZTE’s commitment to agentic AI is driving concrete advances in customer experience and organizational strength. As agentic AI matures, businesses across Asia are urged to invest in infrastructure, talent, and processes. By keeping humans at the center of AI strategy, organizations can unlock new growth while maintaining accountability and resilience in an evolving digital landscape.
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