以生成式人工智能语音服务系统提升公众查询服务
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服务需求
业务需求编号
N-0312
名称
业务需求/挑战
The department currently handles a large volume of public enquiries through traditional channels such as service counters, hotlines, and in-person visits. These methods are labour-intensive, constrained by operating hours and staff availability, and often result in waiting times for the public.
The department is seeking to deploy interactive kiosks equipped with an embedded generative AI Voicebot System (VS) to enhance response efficiency, optimise manpower utilisation, and provide 24/7 self-service access to accurate scheme-related information.
应用领域
广播
社会福利
预期成果
The solution aims to implement a Voicebot System (VS) by leveraging generative artificial intelligence (AI) technology, including retrieval-augmented generation (RAG), natural language processing (NLP), voice synthesis/recognition, and a realistic human avatar, to handle public enquiries efficiently and accurately.
The system will support multilingual interactions, fallback to existing NLP QnA logic, enable real-time staff assistance, and ensure scalability for future web-based or tablet deployment, thereby enhancing accessibility, reducing operational burden, and delivering a modern, engaging self-service experience.
拟采用的技术
人工智能
