China Mobile Pakistan (CMPak), which operates under the brand Zong 4G, says it has developed its own in-house large language model (LLM) designed specifically for customer service support for its telecoms services.
The proprietary LLM – which was unveiled on Wednesday – can provide instant, accurate responses to complex queries related to things like mobile plans, , data usage, and account issues, Zong said.
For example, if a customer asks for the best data roaming plan, the LLM would provide tailored recommendations based on the customer’s travel needs and usage patterns.
Zong also said the LLM is designed specifically for the unique linguistic, cultural, and contextual nuances of Pakistani users.
While Urdu is the main national language of Pakistan, the country is highly multilingual, with over 70 languages spoken as first languages.
Zong said it will the LLM integrate across its platforms, from customer service channels to digital app interfaces, which will create a unified experience and reduce wait times. No timeline was given for the rollout.
Ali Waqas, executive director for digital technologies at Zong 4G, said the LLM not only advances Zong’s capabilities but also signifies Pakistan’s rising presence in the global AI landscape.
