The annual appeal acceptance nearly doubled. jingdong cloud speeded up Dongguan 12345 people’s livelihood service efficiency.

　　As the Spring Festival of the Year of the Rabbit approaches, the upsurge of returning home reappears. Ms. Yan, a citizen, dialed 12345, saying that her daughter worked in Hong Kong and had not returned home for three years. She encountered obstacles in handling the Home Visit Permit for Hong Kong and Macao residents. On the other end of the phone, the salesman and intelligent customer service of Dongguan 12345 government service convenience hotline (hereinafter referred to as "Dongguan 12345") patiently and accurately answered, guarding the wanderer’s way home.

　　This is a small microcosm of Dongguan 12345′ s pain points, difficulties and gambling points for the people’s livelihood. During the Spring Festival this year, in order to let the citizens enjoy the happy time of family reunion, Dongguan 12345 provided all-weather service, listening to the people’s voices 24 hours a day, and solving problems for Spring Festival travel rush’s returning home, medical treatment, travel and consumer complaints.

　　With the help of jingdong cloud’s leading digital intelligence technology and products, in 2022, Dongguan 12345 received a total of about 5.81 million incoming calls, with a satisfaction rate of 99.5%, and accepted about 6.5 million appeals from citizens, with a satisfaction rate of 96.8%. In the service quality evaluation of the national government hotline in 2022, Dongguan jumped from the 87th place to the 12th place, and really became a reliable, accurate and fast service hotline.

　　withVarious digital intelligence productsfortongs,“first-rate service"Pass the city“People’s livelihood temperature"

　　A hotline warms a city, and jingdong cloud helps the Dongguan 12345 hotline to solve the citizens’ "urgent difficulties and worries", and people’s livelihood services are more temperature-sensitive.People’s livelihood and well-being are more textured..Since its opening in December 2014, Dongguan 12345 has merged and integrated 268 non-emergency hotlines in the city, with 450 seats and a connection rate of over 90%. Citizens call for "one-time connection", citizens demand "one-call response", and the temperature of the city is transmitted on this "digital intelligence hotline".

　　This is aput upPeople communicate with the government.bridgeThe "connecting line".Jingdong cloud joined hands with Dongguan 12345 to reposition the hotline service, and launched many intelligent services that are convenient for people and enterprises, and accessed the consultation paths such as "Guangdong saves trouble" applet, "I Dongguan" WeChat official account, applet, APP, etc., which made the hotline jump at the fingertips. Innovatively opened the "Wanjia Government Affairs" self-service terminal video service, responding to people’s and enterprises’ demands one-on-one and face-to-face, and making government affairs services "in front of us".

　　During the epidemic period, Dongguan 12345 hotline innovatively launched intelligent outbound service, and jingdong cloud provided free epidemic investigation service for Dongguan by using mature and stable intelligent human-computer interaction technology, and completed the joint investigation in only 4 hours. Since the launch of the outbound robot for epidemic prevention and control, it has helped Dongguan to complete the policy transmission and information arrangement of 1481 batches and 29.94 million citizens, which has become an important means for the municipal government to quickly convey and count information.

　　This is a "love line" that understands dialects and distinguishes emotions.In order to enable every citizen to enjoy high-quality service, the jingdong cloud team specially developed an accent adaptation model and algorithm, which can accurately identify Cantonese and make government services more warm. Based on emotional intelligence technology, it can identify seven emotional types and three emotional concentrations, and respond intimately, which further improves the good experience brought by rapid response. At present, jingdong cloud’s intelligent government hotline can accurately identify dialects in Sichuan, Chongqing, Shaanxi, Shanxi and other places, and is gradually covering dialects in other parts of the country.

　　thisstillEven a deaf person can feel it.city"Warm Heart Line" of Temperature. Jingdong cloud supported Dongguan 12345′ s first "sign language love special seat", where callers can switch between text, sign language and data at will to solve the problem of "difficult work" caused by hearing impairment and communication difficulties.

　　"heart-to-heart" and "love""warm heart"ofFor the peopleBehind the service, it is inseparable.The intelligence of government hotlinespeed up. Through the deep coupling of technology and service, the direct answer rate of Dongguan 12345 consulting is 99.4%. The average processing time of work orders such as consultation, complaint and report is about 4.3 days, which has been greatly improved year-on-year. Among them, the working time of suggested work orders has been reduced from 7.2 days to 1.3 days, with an increase of 81.9%.

　　Take the leadDigital intelligence technology based onFor the base, continue to consolidate the ability of government service and intelligence.

　　one-upMathematical intelligenceThe technology is to speed up jingdong cloud.Government hotlineAn important cornerstone of digital intelligence.Dongguan 12345 introduced intelligent products such as intelligent online robot, intelligent knowledge base, intelligent agent assistance, intelligent outgoing call, intelligent quality inspection, voice and semantic middle station, and launched a number of convenience services such as the mayor’s through train and sign language love seats.Depends on JD.COM.Frontier AI technology of speech and rhinoceros artificial intelligence application platform"watering".

　　Automatic transfer of work orders, accurate dispatch, intelligent knowledge base association … man-machine collaboration mode makes the hotline center work more efficiently. Jingdong cloud’s new generation of man-machine collaboration technology can effectively improve the work efficiency of telephone operators. Moreover, by using the intelligent call-out tool, the 12345 hotline completed 1121 batches and reached more than 24.58 million people in the whole year, with a connection rate as high as 84%, which became an effective means to promote the interaction between the government and the citizens.

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　　The city’s unified government affairs knowledge base covers three levels: city, town and village, allowing massive consultation to be "accurate and realistic". Based on the ABSQ method pioneered by jingdong cloud and the knowledge mapping technology of "simplified structure", Dongguan 12345 has built a unified government affairs knowledge base, covering the standard database of the whole city, and built a unified caliber and standard service consultation system. The massive knowledge base is also fully open to the public, and the problems such as "unclear process, incomplete information and repeated useless running" in the process of handling matters have been greatly alleviated.

　　urgentLinkage business system, shape strong.ofComprehensive linkage ability,letMatters settledmorequick.The emergency linkage business system built by jingdong cloud for 12345 has set up a municipal government service system of overall planning, departmental coordination, multi-level linkage and combination of online and offline, so that people can do things from "a pile of things" to "one thing" and from "running many times" to "doing things at once". Based on the data capability of JD.COM Yunda, the 12345 hotline can also judge the people’s voice to assist decision-making. Through real-time service quality monitoring and hotline data analysis, timely early warning can be realized for mass, frequent and sudden problems, providing scientific tools and grasper for policy evaluation and public opinion collection.

　　Based on AI cutting-edge technologies such as natural language processing, knowledge map, machine learning and multi-modal interaction of JD.COM Yanxi artificial intelligence application platform, jingdong cloud intelligent government hotline embeds artificial intelligence technology into the whole process of "receiving-dispatching-running-supervising-testing-evaluating" of 12345 hotline, which strengthens hotline capacity building and promotes hotline efficiency improvement. Up to now, jingdong cloud has escorted the government service hotlines in Dongguan, Datong, Baoding, Beijing Tongzhou and other places to operate efficiently, realizing the deep integration of artificial intelligence technology and government service scenarios, making people’s livelihood services warmer, business environment higher and social governance more effective.

　　Dr. He Xiaodong, Vice President of JD.COM Group and IEEE Fellow, said, "Dongguan is a representative city of the’ new first line’ and a benchmark city of the 12345 hotline. We are very happy to reach a cooperation with Dongguan 12345 to do something for the convenience and benefit of enterprises. In the future, we will join hands with more cities, take the digitalization of government hotlines as the incision, deeply integrate more government affairs scenes, continue to export leading AI products and services, fully support the digitalization of digital government, serve the people, be more caring, and serve the decision-making.

This article is from: financial information