In order to facilitate citizens and enterprises to carry out government consultation and complaint reporting, the functional departments of governments at all levels across the country have opened 12345 hotline for consultation and complaint, which has played an important role in answering questions related to government consultation, conducting guide inquiry, receiving supervision, complaint reporting, understanding public opinion and other aspects, and improved the level of government service. Because the original 12345 government hotline generally adopts the traditional manual mode, there are many problems at the same time:
Manual mode, limited manpower, low work efficiency, poor information cooperation and sharing ability, high labor cost;
The lack of a unified service standard can not show the rapidity and specialization of government services;
Limited working time, unable to provide 7 * 24-hour all-weather service;
The service process can not be monitored, effective statistical analysis can not be carried out, and there is no assessment and evaluation mechanism;
… …
Huilan makes full use of modern communication technology, computer technology, artificial intelligence technology, etc. to build a comprehensive 12345 government hotline intelligent customer service platform, which closely connects self-service voice service, artificial service and knowledge information resources, fully integrates the existing government service information resources and public feedback information resources, carries out unified cooperation and sharing of resources, and then optimizes them Service process, unified service standards, improved service efficiency, improved service level, and truly achieve real-time, convenient, efficient, intelligent and controllable.
Huilan fully integrates the current "Internet + government service" features in the overall structure design of the system, and realizes the integrated government hotline service platform under the "online, offline, soft and hard" integrated system. It builds a unified government hotline service system that covers the unified access, unified transfer, unified output, unified supervision and unified assessment of the city and county.
The solution architecture of huilan12345 intelligent government hotline is based on five-tier architecture, covering the complete ecological chain of data layer, support layer, intelligent interaction layer, business layer and application layer. The platform supports all media acceptance: including unified access of hotline, Web terminal, mobile terminal, wechat, microblog, app and other channels.
Logical architecture of huilan12345 intelligent government hotline platform
Huilan12345 intelligent government hotline platform provides self-service voice response function, that is to realize the docking function between 12345 hotline and intelligent question answering knowledge base, and support the knowledge base to input in the form of voice.
The public dials the 12345 hotline of the government agency and transfers it to the relevant departments. In the self-service voice query service, you can make the keys correspond to the relevant service contents through the preset settings, and you can get the following services:
Huilan 12345 intelligent government hotline platform provides the function of transferring to manual processing. After transferring to manual seat, the business interface is composed of computer knowledge base system and telephone. Assist with the inquiry and guidance of common problems in the knowledge base system, and manually handle and complete the consultation, complaint and suggestion acceptance and other functions in terms of policies and regulations, work instructions, organization functions, etc. It can be allocated according to functions, and can be answered in line. It also has transfer function to ensure the accuracy and flexibility of human services.
The Huilan 12345 intelligent government hotline platform can reply to various questions, complaints and reports through artificial, SMS, email, fax and other ways. The system can generate work orders and forward them to the corresponding departments for acceptance and processing. After the results to be processed are returned to the manual seats through the network, the seats respond by phone, fax, SMS, e-mail, etc., or the replies can be made public in the network channel.
Huilan 12345 intelligent government hotline platform can make a return visit to special issues, investigate hot issues, and record the return visit and survey feedback into the system for performance appraisal and statistical analysis.
Huilan 12345 intelligent government hotline platform can be used as the assistance and supplement of hotline, and it can set the homepage of hotline, open column, consultation complaint, intelligent Q & A, handling feedback, hot topics and other columns. Citizens can browse information such as policies and regulations, common knowledge, business guide, common problems, etc., conduct online consultation, intelligent Q & A, complaints and suggestions, online message and other interactive exchanges, or open the reply information of each functional department, query the relevant feedback information, etc., so that the public can get help and intuitively understand the required information in a timely manner.
Huilan 12345 intelligent government hotline platform provides multi-channel access services. The public can not only through the hotline, but also through wechat, portal and other channels to meet the demands of fast access on the online computer and mobile end. The public can visit the relevant WeChat guidebook, policies and regulations, consult online and submit complaint suggestions, and receive information and result information that is actively pushed.
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