As social security cards gain more functions and cardholders increase, most users prefer consulting before processing. Additionally, those less familiar with smart devices, like individuals with disabilities, the elderly, and low-income households, prefer offline processing, leading to a rise in offline service volume.
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Civil servants are in short supply, leading to long wait times for citizens as they navigate detailed consultations and processing.
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High training costs arise as service personnel must master various business types and new social security card features, with zero error tolerance placing a heavy burden on staff.
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The 8/5 service time cannot meet the demand for citizen consultations. Service personnel attitudes are difficult to standardize, which can easily lead to complaints.
Deploy a customer service robot (civil servant robot) at service centers and configure a digital customer service agent on online apps and mini-programs.
Provide 24/7 support in regular inquiries; direct issues that the civil servant robot cannot handle to on-site human staff.
The robot and digital agent utilize the Smart Vision knowledge base and large language model capabilities in the backend to respond to user questions and offer policy consultations.
Within the first month of the deployment, it handled a total of 36,683 customer interactions and provided 71,337 automated responses. This included 30,547 customer consultations with 60,686 automated responses, and 6,357 transactions with 8,950 automated responses.
The deployment saved 1,091 man-hours within the first month.
The platform accumulated 3,000 knowledge entries in the first month.
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