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2023 Key Topic: Integration of Artificial Intelligence in Government Agency Call Services

編輯群2024-10-23

Industry: Artificial Intelligence Application Services

Industry Pain Points:

  • Currently, voice announcements in government agencies still require manual recording. When the content needs to be changed, re-recording is necessary. This not only is time-consuming but also may lead to inconsistencies in voice quality due to changes in personnel, affecting overall service quality. Frequent recording demands complicate system maintenance and increase labor costs, which are significant pain points in the operational efficiency of government institutions.
  • Call center staff often need to look up government department duties, but due to untimely or incomplete data updates, mistakes in call transfers are common. This not only delays resolving public needs but also adds extra burden on staff. Such situations lead to interruptions in processes and further reduce the service efficiency of government departments, greatly diminishing public satisfaction with government services.
  • The turnover rate in call centers is relatively high. New staff often lack sufficient familiarity with the duties of government departments, making it difficult to grasp the complete content of the job in a short time, leading to long inquiry times and imprecise answers. This not only increases the time cost of handling calls but also may lead to public dissatisfaction, further lowering the overall service quality of government departments.

Benefits of AI Integration:

  • The application of artificial intelligence in government agency call services significantly enhances the immediacy and efficiency of information delivery. By converting text directly into virtual speech, the system does not rely on specific recording personnel or facilities, greatly reducing the cost and time required for recording. This feature allows the system to quickly generate high-quality voice content and announce the latest news or critical information to the public in real-time, especially important during emergencies or rapid changes. Whether it's urgent announcements or policy updates, the system ensures that information is accurately and swiftly conveyed to the public, thus enhancing the effectiveness of government information dissemination.
  • Artificial intelligence systems can also immediately answer simple questions raised by the public, covering common business consultations. This function not only significantly shortens the waiting time for the public but also effectively reduces the volume of calls, allowing operators to focus on handling more complex issues. Through such intelligent services, government agencies can improve overall service quality while reducing the workload of call center departments, making the service more efficient and of higher quality, ensuring that the public's needs are met promptly and accurately.
  • By integrating voice recognition technology, the system can instantly analyze public voice needs and connect with city directories and knowledge bases, automatically routing calls to the appropriate business handler. When the system cannot accurately recognize voice demands, calls are automatically directed to operators, and the dialogue history with the public is displayed to avoid repetitive explanations. This integration not only reduces the workload on manual call handling but also significantly enhances the efficiency of call processing, making the services faster and more accurate.1999知識庫連接，將通話自動轉接至正確的業務承辦人，確保問題能夠迅速得到解決。當系統無法準確辨識語音需求時，通話會自動轉接至話務人員，並同時顯示與民眾的對話紀錄，避免民眾重複說明，提升整體服務的流暢度與精確性。這樣的應用不僅減少了人工接聽電話的負擔，也有效提高了話務處理的效率，使得話務服務更加迅速且精準。

Common AI Technologies:

  • Generative Artificial Intelligence, such as:OpenAIofGPT、AnthropicofClaudeetc.
  • Deep Learning, structures such as:Tacotron 2、WaveNet。
  • Text-to-Speech Technologies, including:andandand.、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。、、、。Google Text-to-Speech、Amazon Polly、IBM Watson Text to Speech、Microsoft Azure Text to Speech。

「Translated content is generated by ChatGPT and is for reference only. Translation date：2024-12-02」