On April 23, on the eve of the Beijing Auto Show, the 2026 TIME DAY · Tencent Smart Mobility Technology Open Day officially opened. As a deep partner in Tencent Smart Mobility ecosystem, Futong Technology was invited to participate and made a dual-track appearance through “booth exhibition + Minitalk lightning roadshow,” presenting the Futong iCore Voice of Customer (VoC) solution, and demonstrating an integrated practice path in the automotive industry that enables customers to move from “hearing users” to “driving growth.”

On-site Focus: iCore VOC Builds a “Customer Perception System” for Automakers

In the TIMEDAY ecosystem exhibition area, Futong Technology’s booth attracted extensive communication from automakers and industry partners.

Focusing on the core topic of customer voice insights, the industry generally faces a common issue: enterprises do not lack user feedback, but lack the ability to efficiently transform feedback into business decisions. As a result, a large amount of real customer signals are weakened during system circulation and cannot enter the decision-making chain in time.

Based on this situation, Futong Technology has built a customer voice intelligent system for automakers:

01. Listening: Unified Ingestion of Full-Domain Data

Futong Technology has built an integrated data governance capability covering the full process of data collection, cleansing, and refinement, achieving unified ingestion and processing of multi-source data from both public and private domains.

Unstructured content such as voice, video, and text can be converted into structured data in real time and enter a unified analytics system, providing a high-quality data foundation for subsequent insights.

On this basis, combined with eight years of deep accumulation in the automotive industry, Futong Technology has formed a 6,000+ brand graph system and a 1 million+ user insight database, embedding industry knowledge into the data processing process so that the system can understand complex and diverse user expressions.

Compared with traditional systems that only stop at “positive/negative” judgments, the system can further restore the real intent behind user expressions — distinguishing emotional expression, service experience issues, product defect feedback, and potential churn and public opinion risks — and decompose vague expressions into structured business elements, including scenario of occurrence, related touchpoints, associated components or processes, and corresponding responsible roles.

At the same time, a self-learning mechanism is introduced in the data governance layer, replacing traditional rule-based methods and repeated manual tuning. Through a small amount of sample feedback, the system can automatically extract features, update the knowledge base, and optimize recognition logic, enabling continuous adaptation to new expressions and new semantics, significantly improving data processing efficiency and accuracy.

02. Understanding: Translating Semantics into Business Language

At the semantic understanding layer, Futong Technology builds an industry-oriented semantic parsing system based on large model capabilities, enabling customer expressions to be accurately understood and converted into business-executable information.

In this solution, the system is built based on Tencent Hunyuan large model capabilities, which can effectively parse complex documents and diverse expressions in the automotive industry and achieve contextual understanding of user feedback.

At the same time, combined with eight years of accumulation in the automotive industry, the system introduces a thousand-level label system, a million-level insight database, and a multi-dimensional industry knowledge structure, enabling the model to not only “understand language,” but also “understand business.”

Based on the integration of “model capability + industry knowledge,” iCore VOC can convert vague and emotional user expressions into structured business signals, supporting rapid decision-making across sales, service, and product functions.

03. Usability: Embedded into Business Workflow to Close the Loop to Decision-Making

At the application layer, Futong Technology embeds Voice of Customer capabilities into business workflows through an Agent architecture, enabling closed-loop collaboration from analysis to execution, so that data insights can be directly converted into business actions.

Four scenario-based agents have been formed around core automaker business processes and have been implemented in real business:

Marketing Scenario Agent: new car launch sentiment analysis, supporting marketing strategy optimization

Sales Scenario Agent: potential customer identification and classification, improving conversion efficiency by 3–5 times

Service Scenario Agent: customer satisfaction analysis and early warning, improving service experience by 10–15%

Product Scenario Agent: user experience analysis and feedback closed-loop tracking, improving processing efficiency by 15–20%

Minitalk Lightning Roadshow: How Voice of Customer Enters Decision-Making and Growth

In the TIMEDAY Minitalk session, Zhang Shiyan, General Manager of Futong Technology Automotive Industry Architecture Center, delivered a keynote speech titled “Digital Intelligence Collaboration: Enabling Voice of Customer to Directly Reach Decision-Making and Growth.”

Zhang Shiyan, General Manager of Automotive Industry Architecture Center delivered the keynote speech

The speech focused on a core issue: in complex environments where multiple systems and multiple touchpoints coexist in automakers, how can Voice of Customer truly penetrate the information chain and enter decision-making and execution systems, rather than staying at the data analysis layer.

Futong Technology proposed an overall architecture path driven by “Data + Model + Intelligent Agent” collaboration. It has open AI architecture capabilities, supporting flexible adaptation of multi-model, multi-cloud, and multi-platform systems. According to different customers’ technology stacks and business environments, the optimal model combination and deployment method can be selected.

Based on unified intelligent agent orchestration capabilities, the architecture supports plug-and-play model systems and multi-platform adaptability, and can flexibly select optimal technical combinations for different business scenarios, enabling consistent business capability output across models.

Practice Validation: Turning Voice of Customer into Growth

The value of Voice of Customer lies not only in being heard, but also in being understood, executed, and ultimately transformed into real business growth.

In continuous practice in the automotive industry, Futong Technology’s iCore Voice of Customer VOC solution has been deployed in multiple core scenarios and has gained broad industry recognition. Around key links such as marketing, sales, service, and quality, Futong Technology has formed a mature scenario-based application system, continuously driving Voice of Customer from “insight” to “decision,” and from “analysis” to “growth.”