Chunghwa Telecom Enhances Multi-Layer Architecture Governance with AI to Strengthen Operational Resilience of Critical Systems

As Taiwan’s largest telecommunications provider, Chunghwa Telecom has long supported the stable operation of critical information systems for government, finance, healthcare, and key industries. Operating dozens of large-scale data centers (IDCs)—the highest number nationwide—it is also the only cloud service provider in Taiwan to operate all three major international public clouds—AWS, Azure, and GCP—alongside its domestic cloud platform, hicloud.

With the rapid development of digital services, end-to-end services increasingly rely on systems distributed across different IDCs and public and private cloud environments. In such a multi-cloud architecture, an anomaly or cyberattack on a single node could trigger cascading impacts. To address this, Chunghwa Telecom is advancing a comprehensive upgrade of operational resilience—from infrastructure and cloud platforms to information systems and governance mechanisms—centered on the principle of 'uninterrupted operations, decision-ready management.' By leveraging AI, the company enhances system resilience and operational efficiency, significantly strengthening overall operational robustness.

In its overall architecture, Chunghwa Telecom strengthens its protection system through a layered approach: the foundational layer consists of IDC infrastructure, the middle layer connects IDCs and information systems via cloud platforms, and the top layer hosts numerous critical systems closely tied to public life, such as payment, ticketing, and public services. With the goal of 'service continuity,' the company ensures stable operations across all layers. All IDCs are designed with multiple redundancies in accordance with international standards, and the company continues to deepen energy efficiency transformations and upgrade core infrastructure. It is also advancing the upgrade and streamlining of cloud platforms hosting virtual machines and has established standardized redundancy mechanisms for application systems. Real-world failover drills are conducted from a service-chain perspective to ensure seamless, user-transparent service switching—achieving true seamless redundancy.

In operational mechanisms, Chunghwa Telecom has built the intelligent monitoring hub 'ITOC 2.0 Information Monitoring Center,' integrating monitoring of IDC infrastructure, cloud platforms, and application systems to bridge information silos across layers and significantly enhance full-spectrum visibility and incident response efficiency. When anomalies occur, the system uses AI for fault correlation analysis and cross-domain impact assessment, helping managers quickly and accurately pinpoint the affected node and root cause. It also enables rapid assessment of the overall impact scope from a holistic perspective, ensuring more precise and data-driven decision-making.

Beyond reactive responses, Chunghwa Telecom is advancing its defense mechanisms from 'passive response' to 'proactive prevention.' By applying AI, it is building a next-generation operations hub with autonomous judgment and cross-domain self-healing capabilities. This system issues real-time alerts before anomalies occur, proactively adjusts resources, or initiates failover—ensuring stable service operations and establishing a highly automated intelligent operations architecture.

Chunghwa Telecom is driving the upgrade of its operational system centered on 'uninterrupted operations, decision-ready management,' building an architecture that combines stability with agility. By continuously optimizing operational resilience and AI technology applications, the company is progressively enhancing the stability and responsiveness of its information systems and multi-cloud environments. These outstanding achievements have been repeatedly recognized by domestic and international professional institutions. Having won Frost & Sullivan’s Best Practices Award for eight consecutive years, the company this year became the first in Asia and the first in Taiwan to receive the British Standards Institution (BSI) 'Data Centre Mark of Trust (DCMoT),' establishing an internationally recognized benchmark for resilient governance and trusted services.

Facing the trend of Agentic AI development, Chunghwa Telecom will continue to strengthen the integration capabilities of its network, IDCs, cloud platforms, and information systems. By combining the xTrust zero-trust architecture to reinforce cybersecurity mechanisms—with dynamic trust assessment and real-time monitoring—the company will continuously enhance overall operational resilience, supporting the stable development of the digital economy and society.