Do you know "12345" As a government service convenience hotline set up by local people's governments, I believe many people are very familiar with the telephone number "12345".
"There is illegal parking at the intersection, blocking the fire escape." "The community suddenly stopped water, when can it be restored?" ..... From giving feedback on urban road administration problems to complaining about noise disturbing people, the "12345" government service convenience hotline can provide all-round "7×24-hour" services covering inquiries, consultations, complaints, help and suggestions.
The Party's Report to the 20th CPC National Congress proposed to improve the social governance system of co-construction, co-governance and sharing, and improve the efficiency of social governance.
Nowadays, as an important part of social governance, the reform of government services continues to deepen. Under the digital transformation of the industry, with the convenience service hotline as a "small incision", technology companies are exporting AI capabilities to help local government hotlines accelerate the upgrading of digital intelligence and realize the deep integration of artificial intelligence technology and government service scenarios.
"One hotline serves one city", and the number of cases received and accepted by the government hotline every day is very large. For example, since the opening of the "12345" hotline in Beijing, it has accepted more than 100 million appeals from the masses; Dongguan "12345" hotline has solved more than 15 million calls from the masses since its establishment eight years ago; In 2022 alone, Nanjing accepted 5,344,300 appeals, a year-on-year increase of 39.39%.
These increased figures directly reflect the consensus gradually formed by the masses to call the government hotline when they have difficulties. So, how to deal with the huge demands of the masses every day? How can we not only answer complaints and answer questions, but also be quick, accurate, convenient and convenient?
From the application direction of some digital technology platforms, through AI man-machine coupling, a series of intelligent products, such as online robot, intelligent knowledge base, intelligent agent assistance, intelligent outgoing call, intelligent quality inspection, voice and semantic middle station, are provided to assist telephone service with technology and help the government hotline to improve quality and efficiency.
An outstanding change is that more and more calls are answered by intelligent robots. Take Chongqing as an example. In 2022, Chongqing received and handled 20,791,800 calls from the masses, 80% of which were answered by intelligent robots. In other words, intelligent robots have to serve more than 45,000 times a day and answer about 2,000 calls per hour on average. This high efficiency is beyond the reach of human services.
"When citizens call the' 12345' hotline, some routine questions can be answered directly by jingdong cloud intelligent voice reception robot, and challenging questions will be transferred to manual seats." He Xiaodong, Dean of JD.COM Exploration Research Institute and President of JD.COM Science and Technology Intelligent Service and Products Department, introduced.
It is reported that jingdong cloud is also one of the scientific and technological platforms serving the intelligent upgrade of government hotline and launching intelligent government hotline solutions, and related services have been launched in Dongguan, Datong, Baoding, Wuhu and other cities.
"For citizens, there is no perception in most cases. With the support of the new generation of human-computer interaction mode, it can automatically complete the creation of work orders, intelligently match them to the corresponding commission offices, track the implementation of work orders, and automatically pay a return visit to the citizens. The intelligent closed-loop process has greatly improved the pick-up rate and carrying capacity of the hotline, making the' people's livelihood appeal fast lane' smoother and more efficient. " He Xiaodong said.
The scene of the convenience service hotline is only a microcosm of the digital transformation of social governance in the AI era. With the integration of next-generation information technologies such as big data, cloud computing, Internet of Things and artificial intelligence into the construction of digital government, the intelligent level of supervision and decision-making involved in government services has been continuously improved, making social governance more accurate and efficient.
In June last year, the Guiding Opinions on Strengthening the Construction of Digital Government issued by the State Council proposed to continuously optimize the functions of the national integrated government service platform, comprehensively improve the digital and intelligent level of public services, and continuously meet the multi-level and diversified service needs of enterprises and the masses.
In recent years, governments at all levels have made great efforts to introduce support policies from the aspects of building docking platforms, improving data infrastructure and implementing differentiated supervision, so as to further improve the financial supply system of science and technology innovation and support the innovative development of science and technology innovation enterprises. In the face of the demand of digital government development, based on the service hotline, science and technology enterprises continue to export AI products and services while accumulating experience, deeply integrate more government affairs scenarios, and support the digital intelligence construction of digital government.
