智能助理系统在卫生热线业务中的应用及探索

Application and exploration of intelligent assistant system in health hotline service

目的:实现智能辅助挂号。方法:基于AI能力平台,在电话挂号场景下利用语音识别和自然语言理解技术,实现话务员与市民之间的通话内容实时识别并文本化,同时提取挂号要素信息,自动完成预约挂号关键信息填录。结果:构建一套服务于12320客服人员的智能助理系统。结论:卫生热线业务合理应用人工智能技术,可以有效提高工作效率和服务质量。

Objective To realize intelligent auxiliary registration.Methods In the telephone registration scenario,voice recognition and natural language understanding technologies were used to realize the real-time recognition and textualization of the call content between the operator and citizens based on the AI capability platform.Meanwhile,the registration element information was extracted and the filling in of key information of appointment registration was automatically completed.Results A set of intelligent assistant system for 12320 customer service staff was constructed.Conclusion The reasonable application of AI technology in health hotline service can effectively improve work efficiency and service quality.