The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution can adapt to various mainstream online and offline channels, including IT channels (such as PC websites, mobile websites, mobile apps, WeChat, Weibo, email, smart forms, etc.), CT channels (such as mobile phones, telephones, SMS, etc.), and smart terminals (such as physical robots, smart interactive large screens, smart all-in-one machines, etc.), through the channel adaptation layer's adaptation capability. It can also be easily configured to access emerging channels, achieving full-domain coverage, unified access, unified queuing, unified acceptance, unified scheduling, unified disposal, and unified data collection.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution is based on self-owned intellectual property rights of intelligent voice semantic engine and intelligent knowledge base, providing an intelligent interaction center module. Through the intelligent IVR voice interaction function, it provides intelligent services such as Q&A, consultation, and query for citizens and businesses. According to business needs, it provides intelligent ACD, intelligent IM customer service, and intelligent voice customer service. It enables citizens and businesses to obtain precise services conveniently and efficiently, bringing an ideal interaction experience to citizens and businesses.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution provides a six-in-one intelligent knowledge management function. The intelligent knowledge base integrates diversified data such as audio, text, images, files, and processes into a unified whole, forming a six-in-one knowledge base that includes Q&A library, AI application library, theme knowledge base, Table QA, docking search engine, and knowledge graph. This enables more clear and user-friendly services for both intelligent customer service and human customer service. The knowledge graph structures heterogeneous knowledge in the field of government service, builds interrelationships between knowledge, enables intelligent customer service to better understand the needs of citizens and businesses, better identify their intentions, quickly respond to demands, and provide solutions.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution integrates voice processing, business intelligence, and internet technology. By formulating appropriate quality inspection strategies and cooperating with quality inspection templates and rules, it provides full-domain (text + voice) and full-amount intelligent quality inspection capabilities for the 12345 hotline. Through intelligent quality inspection, problems in the service can be quickly and comprehensively discovered, improving service quality and optimizing service strategies. Meanwhile, high-quality samples can be pushed to the seats for learning, enhancing the service level of human customer service. This helps prevent issues from occurring, as well as improve the overall efficiency and effectiveness of the customer service experience.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution is an intelligent work order management system created by ZhongKe HuiLan based on a workflow model and supported by artificial intelligence technology. It provides full closed-loop business management functions, including intelligent filling, intelligent circulation, intelligent supervision, and intelligent analysis. It can effectively manage the business processes that need to be handled by other functional departments or co-operating units for the 12345 hotline. Combined with intelligent work order monitoring, it can discover work orders that are not processed in a timely manner and send out supervision messages in real-time, accelerating the processing progress of the work orders and efficiently handling the demands of citizens and businesses, while ensuring the transparency and controllability of the processing process and improving the satisfaction of citizens and businesses towards the demand processing.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution provides smart follow-up function, relying on a platform visual scripting process editor to quickly organize follow-up scenarios and set up corresponding follow-up scripts. The intelligent follow-up is associated with the 12345 service work order, which can automatically generate follow-up tasks and achieve batch intelligent automatic follow-up according to the pre-set follow-up strategy, while generating real-time follow-up reports. Through intelligent follow-up, the workload of staff is greatly reduced, while ensuring the service level of the 12345 hotline and the quality of handling citizens' and businesses' demands.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution, in response to the special needs during the epidemic, has launched a new generation mobile seat APP, which provides a comprehensive set of functions such as seat answering, calling, text response, and report statistics, making it convenient for seats to work remotely from home and respond and follow up on citizens’ and businesses’ questions at any time, solving the problem of not being able to work in centralized offices during the epidemic.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution uses 12345 hotline session, work order processing, prompt handling, command dispatch, investigation and follow-up data as the basis, combined with GIS map information, to display different dimensions such as time, region, event, network, business type in combination and overlay, making it easy to quickly locate the incident address and intuitively display the problems reflected by citizens and businesses. Managers and relevant units and departments can obtain real-time insight into the 12345 business processing status, achieve real-time dynamic supervision of event handling, and scientifically carry out special rectification and strengthen management.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution provides integration with an intelligent big screen, which can display different dimensions of data in real-time, such as the number of queues, call volume, incoming call volume, service level trends, and queue occupancy rates in the 12345 hotline service center. This simplifies complex data and makes it more intuitive, allowing managers to have a comprehensive and visual understanding of team operations and business processing status. At the same time, key indicators' risk thresholds are set, and real-time warnings are triggered to remind managers to make timely adjustments and optimizations.

The HuiLan Technology Co., Ltd.  12345 intelligent hotline solution adds a command dispatch function based on the government's "whistle-blowing reporting" working mechanism. For events that require multi-departmental collaboration and on-site processing, the solution combines with POC devices to mark the event coordinates based on the smart big screen and remotely command grid officers or other workers to observe the scene, direct on-site handling, and provide feedback on disposal situations, event follow-ups, and other aspects through an integrated closed-loop inter-agency linkage mechanism. This effectively improves the execution power and efficacy of convenient services, enhances the government's image, and makes citizens and businesses more satisfied with the government.