According to reports, the enterprise mentioned by Mr. Xin set up an intelligent customer service question and answer system, which is a microcosm of the "AI smart customer service" work of Qingdao Administrative Examination and Approval Bureau. This year, in view of the blocking points such as "multi-head" consultation, "difficulty in consulting after working hours" and busy telephone number, Qingdao Administrative Examination and Approval Bureau relied on digital means to comprehensively analyze and judge the problems that the masses of enterprises consulted more, integrated and classified, and launched the "AI smart customer service" model, which realized the "no closing" of 24-hour consultation for enterprise start-up and construction project approval.
全覆盖，精准画像，
企业可以“随时随地回答问题”
近日，上线的企业启动了AI智能客服问答系统，该系统将企业开办中涉及的海量、零碎的业务内容整合梳理成知识图谱和数据库资源，与群众常见咨询问题一一匹配并导入智能客服数据库，建立企业注册专业术语“同义词”标签，收集群众常用口语表达， 从而实现同一问题的不同问题能够有效匹配标准答案，保证AI智能客服系统能够正确理解、发现和回答。 同时引入人机合作模式，辅助工作时间人工客服， so as to provide more accurate and personalized business consulting services for enterprises with special business handling needs.
At present, the system can answer more than 2,100 common enterprise registration consultation questions, covering the online and offline consultation needs of 44 kinds of enterprise registration business in the whole life cycle of six types of market entities, including companies, partnerships, unincorporated enterprise legal persons, farmers' professional cooperatives, sole proprietorship enterprises and individual industrial and commercial households, effectively solving the problems of insufficient online interaction, inconvenient inquiry and insufficient intelligence of enterprise masses.
The province takes the lead in real-time updating,
The examination and approval of construction projects can be asked at any time.
“它太聪明和方便了。以前办理一个新业务要打多个电话，切换多个网站，在咨询高峰期还要排队。现在，AI助手给了我一个一站式的工作。”泰能天然气有限公司施工经理关对青岛市工程建设项目审批管理平台新推出的“智慧客服”AI助手赞不绝口。
为了更好地服务“项目落地年”，帮助建设项目快速落地审批。为解决办公企业“多头”咨询、“工作时间外”咨询问题，青岛市工程建设项目审批管理平台正式推出“智慧客服”AI助手，在全省率先实现建设项目审批24小时咨询。
“智慧客服”的AI助手建立了涵盖工程建设项目审批、平台运营等领域的高频题库，为群众提供集政策咨询、业务解答、导航于一体的人性化智能服务，并具备自学习能力，能够充分结合企业需求，实时更新高频题库，做到新、快、全、准。“智慧客服”AI助手的推出，有效减少了咨询数量和办理时长，进一步提高了建设项目审批效率，大幅提升了服务企业的体验感和获得感，受到了企业群众和审批人员的一致好评。
“AI助手的推出也给我们后台审批人的咨询服务带来了便利，高频重复咨询少了。过去每人每天的电话咨询量减少了1/3，很大程度上解放了劳动力，更专注地办理业务，缓解了审批力量的不足，效率大大提高。”青岛市行政审批局行政审批服务负责人说。
(可由客户端记者博通讯员赵报道)
