22.527 million pieces of 12345 hotline will transform the number of intelligence in the first half of the year.

The 3rd Big Data and Capital Governance Forum "Digital Government Construction of Government Hotline Driven" was recently held. At the meeting, the "Government Hotline Digital Smart Development Report (2022)" was released at the meeting. The report mentioned that Beijing's acceptance of the complaint can be called a benchmark model for the development of government hotline. In the future, Beijing will promote the construction and improvement of the digital intelligence of the 12345 hotline in a comprehensive, systematic and high standard.

As the core area of ​​digital government construction, government hotlines have significant traction and promotion effects on improving the government's digitalization, intelligent governance, scientific decision -making, and efficient service. Since 2019, the Beijing Municipal Celebration has undergone reforms to leverage the changes in urban governance with a hotline, adhere to the guidance of party building and "people -centered" governance concepts, and drive the innovation of "human sensation data" by citizens' demands to explore Experience of the capital governance.

The report mentioned that as the reception is to do the reform of the reform, the amount of hotline has a significant increase in volume. From 2019 to the end of 2021, the Beijing 12345 hotline accepted a total of 31.34 million citizens; in 2022, as of 24:00 on June 30, the masses and enterprises called 22.527 million pieces. The continuous increase in the amount of calling for the 12345 hotline operation system has put forward huge challenges. It is urgently needed to digital intelligence technology to assist artificial seats to complete the work order, assignments, assessment, management and other businesses, and even replaced artificially in several scenarios. Relying on the Internet, big data, artificial intelligence and other digital intelligence technologies, the Beijing 12345 hotline has actively explored the expansion of network channels, knowledge base establishment, and data auxiliary decisions. At present, Beijing has established an Internet reception platform, including 17 channels including WeChat and Weibo. A smart virtual online seat is added to provide real -time online intelligent Q & A services for network demands. The conventional issues are "second back". A unified database database was established, and more than 34 million people reported records, more than 2.4 million corporate legal person data, and more than 7,000 community (village) points information. Regularly summarize the demands of the masses, and "calculate" the most concentrated people's livelihood pain points and governance points of the people's "vomiting".

In the future, how can Beijing speed up the construction of digital government driven by government hotline? The report pointed out that the 12345 hotline will open the channel and fully accept the complaint. For example, expand online 12345 service service functions, develop and build service function modules in the "Beijing 12345" WeChat public account, and realize online appointment inquiries for high -frequency matters; explore the application of special human -machine dialogue, introduce artificial intelligence technology applications, develop epidemic prevention and control Such a special call robot, realize intelligent communication questions, and divert the amount of calls during the peak of the phone.

The "connection" and "office" of the appeal will also be integrated. The 12345 hotline will also optimize the intelligent recommendation distribution function, incorporate the order directory into the core business system of the citizen service hotline, optimize the three classification of demand issues, and implement the system automatic distribution orders for the problem of clear classification. The situation is automatically combed for the cause, and the recommendation function of the learning optimization is learned.

Beijing is also gradually exploring the "one month" governance scenario application. By developing and building a "monthly one question" appeal to reflect the push system, the problem solve the problem to form a "one single table, one picture, question and answer" into the system. The department continues to be inspected and improved in use to solve the problem solving mechanism. (Source: Beijing Daily)

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