AI operator debuts in Beijing's Haidian
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E-mail China.org.cn, April 3, 2019
The Beijing Haidian District Administration for Market Regulation launched an AI customer service operator on April 1.
The operator, referring to itself as Robot Xiaoshang, services the registration hotline of the Haidian District Administration for Market Regulation at the number 51321502. It is the first AI operator of a government customer service hotline in Beijing.
Zhu Dan, a person visiting the Haidian District Administration Center, gave the AI operator a try with her company errand. She said the AI operator answered her inquiries to her satisfaction.
"I've just tried the AI customer service and deliberately challenged it with tough questions," Zhu said. "Unexpectedly, it gave me right answers. After I hang up the phone, the robot even sent me web links for the related services."
According to the Haidian authority, the AI operator could handle more than 600 calls per day, twice that of a human operator. The AI operator also handled calls 24/7 as opposed to the normal weekday working hours of a human operator.
According to the authorities, the AI operator is also backed by big data and capable of analyzing a caller's voice, conducting multi-intention understanding, and performing dynamic analysis prediction and deep reasoning to respond to different scenarios before producing an answer.
At the same time, Xiaoshang has a strong learning ability. It conducts real-time analysis of the frequently asked questions so that the work team can timely identify user needs, and quickly update the database.
In addition, the Haidian District Administration for Market Regulation is seeking to establish a three-dimensional intelligent consulting system comprising online robots, voice customer service robots, and virtual portrait robots. A company can now seek for counseling services from the administration's website, WeChat account, and the virtual portrait robot in the hall.
Nevertheless, on occasions when the AI operator cannot answer a question, the caller will be transferred to a human operator to continue the inquiry.
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