Robot for a Provincial Human Resources and Social Security Department - case

Client Profile

This provincial human resources and social security department is responsible for handling the entire province's social security card services, including consultation, processing, and customer service training. It provides meticulous and friendly services to cardholders at various service centers.

Business Challenges

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.

Civil servants are in short supply, leading to long wait times for citizens as they navigate detailed consultations and processing.

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.

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.

Solution

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.

Advantages

It combines large language models with RAG technology to support multi-turn conversations.
It integrates business processes, allowing users to complete consultations and transactions through interactive voice conversations.
The civil servant robot uses human-like language with a warm and friendly demeanor, enhancing the overall experience for users.
It provides precise answers in real-time through voice or text input, assisting human customer service to improve efficiency and professionalism.
Custom Knowledge Base Training: Through self-learning and training on a custom knowledge base, the civil servant robot can deduce results based on specialized knowledge.
Comprehensive Online and Offline Coverage: It offers a comprehensive system by incoporating WeChat, Alipay, government websites, and apps, while integrating with robots.

Results & Values

Significant Improvement in Service Capacity

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.

Noticeable Savings in Man-Hours:

The deployment saved 1,091 man-hours within the first month.

Effective Knowledge Asset Accumulation

The platform accumulated 3,000 knowledge entries in the first month.