Core Viewpoint - Shanghai Telecom's 10000 service platform has undergone a transformation to enhance user experience by integrating technology with human-centered service, catering to diverse user needs across various channels [2][16]. Group 1: Voice Customer Service - Voice customer service remains a trusted option for many users, especially the elderly, who can directly reach human agents without navigating through voice prompts [3][4]. - Customer service representatives demonstrate patience and empathy, guiding users step-by-step to resolve issues, which fosters trust and satisfaction [3][4]. - The service has adapted to include special lines for elderly users, ensuring they receive prompt assistance [3]. Group 2: Text Customer Service - Text customer service allows users to revisit steps and seek help when voice communication is inconvenient, enhancing accessibility [6][7]. - The team employs intelligent tools to streamline responses, improving efficiency while maintaining quality service [7][8]. - Multilingual support is provided through translation tools, enabling effective communication with foreign users [8][9]. Group 3: Video Customer Service - Video customer service addresses identity verification needs, allowing users to complete transactions without visiting physical stores [10][11]. - The visual interaction helps alleviate the distance in remote service, making users feel more connected [11][12]. - Specialized services for hearing-impaired users have been implemented, providing a more inclusive experience [12]. Group 4: Digital Customer Service - The digital assistant "Xiaoyi" offers 24/7 service, handling various tasks with a user-friendly interface that simplifies interactions [14][15]. - "Xiaoyi" is designed to complement human agents, providing additional options for users while ensuring a warm and engaging experience [15][16]. - The service is available in multiple languages and is integrated into physical locations to assist foreign users [15]. Group 5: Overall Service System - The combination of voice, text, video, and digital services creates a comprehensive, user-friendly service ecosystem that is responsive to the needs of all user demographics [16].