To facilitate public and corporate inquiries, complaints and reports on government affairs, government agencies at all levels across the country have opened the 12345 hotline, which has played an important role in answering questions about government services, progress and results inquiries, accepting supervision, complaints and reports, and improving government services. Zhongke Huilan fully utilizes modern communication technology, computer technology, artificial intelligence technology, etc., to create a comprehensive 12345 government hotline intelligent customer service platform, which tightly connects self-service voice services, human services, and knowledge information resources, fully integrates existing government service information resources and public feedback information resources, collaborates and shares resources uniformly, optimizes service processes, standardizes service standards, improves service efficiency, enhances service quality, and truly achieves real-time, convenient, efficient, intelligent and controllable services.
Regional Integration
Build a government hotline intelligent customer service function system that is unified across the province, covering unified access, unified transfer, unified output, unified supervision, and unified evaluation at the city and county levels.
Online and Offline, Hardware and Software Integrated
Internet customer service, telephone customer service, human customer service, knowledge base sharing, user information, and work orders are all unified.
Omnimedia Acceptance
Including unified access to multiple channels such as hotline telephone, web end, mobile terminal, WeChat, Weibo, APP, etc.
Intelligent Customer Service with High Efficiency
Self-service voice, text intelligent Q&A, and efficient processing of government hotlines through speech conversion and output engine, semantic understanding engine, speech recognition engine.
Customer Service Management
Manage human customer service information and achieve seamless transfer between front-end and back-end, and between back-ends to provide integrated machine and human services.
Work Order Management
Transfer tasks between customer service representatives. For questions that even business personnel cannot answer, work order management can be used to create work orders, which generate work order tasks. By processing the work orders, replies to difficult questions at the front-end can be achieved.
Channel Management
Support rapid deployment on multiple channels such as WeChat, web pages, and APPs, with one-click style design, personalized page settings, and rich customer experience.
Data Statistics
The data statistics module is aimed at the hotline telephone mode, and can effectively statistics based on the detailed information of incoming and outgoing calls, including customer online waiting time, call records, self-service query records, sent and received text message records, etc., generating various statistical graphs.
Knowledge Base Management
As an important component of the intelligent customer service system, the knowledge base is responsible for quick creation of knowledge, batch import and export, knowledge classification, and modification.
National service hotline：
WeChat
Weibo
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