12345 intelligent hotline service

In order to facilitate citizens and enterprises to carry out government consultation and complaint reporting, 12345 consultation and complaint hotline has been opened by all levels of government functional departments across the country, which plays an important role in answering questions related to government services, querying progress and result information, accepting supervision, complaint reporting and other aspects, and improving the level of government services. By making full use of modern communication technology, computer technology and artificial intelligence technology, Huilan has built a comprehensive 12345 government hotline intelligent customer service platform, which closely links self-service voice service, artificial service and knowledge information resources, fully integrates existing government service information resources and public feedback information resources, and makes unified cooperation and sharing of resources, thus Optimize service process, unify service standards, improve service efficiency, improve service level, and truly achieve real-time, convenient, efficient, intelligent and controllable.

Product advantage

Region complete set

We will build an intelligent customer service function system of the government hotline, which is unified in the whole province and covers cities and counties, unified in access, transfer, output, supervision and assessment.
Online and offline, soft and hard

Internet customer service, telephone customer service, manual customer service, knowledge base sharing, user information and work order are all unified.
All media acceptance

Including unified access of hotline, Web terminal, mobile terminal, wechat, microblog, app and other channels.
High efficiency of intelligent customer service

Self service voice, text intelligent Q & A, through voice conversion and output engine, semantic understanding engine, voice recognition engine, government sales are more efficient.

Function description

Customer service management

For manual customer service information and new management, realize the front and back office as well as the transfer of back office and back office to manual customer service, and realize the integration of machine and manual services.
Work order management

In the customer service room, for the problems that the business personnel can't solve, the work order can be created through the work order management, that is, the work order task is generated. Through the flow of the work order, the response to the difficult problems at the front desk can be realized.
channel management

Support wechat, webpage, app and other multi-channel rapid deployment, one button style design, personalized page setting, and enrich customer experience.
data statistics

According to the hotline mode, the data statistics module can carry out effective statistics according to the details of incoming and outgoing calls, including customer online waiting time, call record, self-service query record, SMS record, etc., and generate various statistical graphs.
Knowledge base management

As an important part of intelligent customer service system, knowledge base is responsible for the quick creation of knowledge, batch import and export, knowledge classification and modification and other convenient functions.

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