AI+ Tool and Solution Catalogue

AI customer service employs technologies like ASR, TTS, large language models, and voice calling to build intelligent knowledge bases integrating government policy data. It deploys AI voice robots and connects to government platforms/new media, forming an "AI-human hybrid" service framework.

For public service improvement:

• Efficiency: Rapidly responds to citizen inquiries and streamlines work order processing.

• Quality: Delivers high-precision, standardized responses with personalized support.

• Experience: Offers 7×24 service, multi-channel access, and simplified procedures.

• Decision Support: Uses AI and big data to provide data-driven insights for government decisions.

Using technologies like ASR and NLP, AI customer service enhances public services across key areas. It ensures operational efficiency via instant query responses and streamlined work order processing.

For service quality, it delivers standardized, accurate answers through intelligent knowledge bases alongside personalized support. In user experience, it offers 24/7 availability, multi-channel access (e.g., government platforms, apps), and simplified procedures. Data analytics further enable evidence-based policy support by identifying public trends and policy gaps.

Costs involve upfront tech investments (development, integration, security), offset by long-term reductions in human resource costs from automating repetitive tasks. Benefits include strengthened government credibility through efficient, citizen-focused services, innovation in delivery models , and data-driven resource optimization.

AI thus drives public services toward greater efficiency, accessibility, and responsiveness.