Citizens were not satisfied with the hotline because it took a long time to discover, dispatch, and handle complaints.
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The platform needs to handle complaints over multiple channels. It may face delays or even collapse when many people use the hotline at the same time. It is also unable to actively discover and warn against problems.
The platform needs to handle complaints over multiple channels. It may face delays or even collapse when many people use the hotline at the same time. It is also unable to actively discover and warn against problems.
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Complaint ticket dispatching is both inefficient and inaccurate. Some complaints may be unclear, and the system can't match similar cases.
Complaint ticket dispatching is both inefficient and inaccurate. Some complaints may be unclear, and the system can't match similar cases.
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Complaint handling is largely manual and relies on individual experience. There are no efficient ways to share knowledge and experience or analyze public sentiment. The result is poor citizen satisfaction.
Complaint handling is largely manual and relies on individual experience. There are no efficient ways to share knowledge and experience or analyze public sentiment. The result is poor citizen satisfaction.
Huawei Cloud provides the Intelligent City Hub solution, which powers intelligent city governance applications featuring in-depth collaboration of sensing, understanding, and actions and provides valuable information to support decision-making.
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Intelligent discovery: An all-domain sensing engine uses more than 60 AI algorithms to sense events from various sources. These include camera feeds, government websites, citizen hotlines, and human reports from which it extracts, processes, and categorizes various types of data, such as images, videos, voice, and text. This engine can detect more than 40 types of events, allowing the government to quickly discover and proactively respond to problems even before they make any impact.
Intelligent discovery: An all-domain sensing engine uses more than 60 AI algorithms to sense events from various sources. These include camera feeds, government websites, citizen hotlines, and human reports from which it extracts, processes, and categorizes various types of data, such as images, videos, voice, and text. This engine can detect more than 40 types of events, allowing the government to quickly discover and proactively respond to problems even before they make any impact.
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Intelligent dispatch: A knowledge computing engine has analyzed over 200,000 tickets generated over the past five years from different perspectives, including time, space, and groups of people. Then, it went through extensive training and inference. This now allows the platform to generate thousands of hot topics, make dynamic connections between complex situations, issue early warnings, and relate them to departments that are responsible for handling them.
Intelligent dispatch: A knowledge computing engine has analyzed over 200,000 tickets generated over the past five years from different perspectives, including time, space, and groups of people. Then, it went through extensive training and inference. This now allows the platform to generate thousands of hot topics, make dynamic connections between complex situations, issue early warnings, and relate them to departments that are responsible for handling them.
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Intelligent handling: A robotic engine makes organizations and processes more intelligent and automated. This means people can instead be engaged in more value-generating tasks. The engine also pre-integrates more than 10 thousand Q&A pairs and 200 dialog scenarios, so it can answer all kinds of questions, analyze multimodal dialogs, and sense how people feel by analyzing their voice.
Intelligent handling: A robotic engine makes organizations and processes more intelligent and automated. This means people can instead be engaged in more value-generating tasks. The engine also pre-integrates more than 10 thousand Q&A pairs and 200 dialog scenarios, so it can answer all kinds of questions, analyze multimodal dialogs, and sense how people feel by analyzing their voice.
Customer Benefits
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Ticket dispatch accuracy: 60% --> 95%
Ticket dispatch accuracy: 60% --> 95%
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Time it takes to close some complex tickets:
several days --> 3 hours
Time it takes to close some complex tickets:
several days --> 3 hours
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Citizen satisfaction rate: 58% --> 87%
Citizen satisfaction rate: 58% --> 87%