通过人工智能提供高效的客户服务：阿伯丁市议会的转型
适用行业
- 城市与自治市
用例
- 对话机器人
- 智慧城市运营
关于客户
阿伯丁市议会是一个大型政府组织，总部位于苏格兰东北部一座繁荣的国际大都市阿伯丁。该委员会为其 8,000 名员工和 250,000 名居民提供广泛的信息和服务。作为数字化转型承诺的一部分，该委员会一直在积极寻求创新解决方案，以改善其服务交付并增强员工和居民的客户体验。
挑战
英国大型政府组织阿伯丁市议会在数字化转型过程中面临着挑战。该委员会正在努力对其 8,000 名员工和 250,000 名居民提出的众多疑问提供高效、及时的答复。冠状病毒大流行进一步加剧了这种情况，迫使许多议会服务在一夜之间停止。该委员会需要一种能够快速适应不断变化的情况并继续为其员工和居民提供基本信息和服务的解决方案。
解决方案
为了应对这些挑战，阿伯丁市议会与 Microsoft Services 合作推出了一款名为“AB-1”的聊天机器人。该聊天机器人旨在回应员工的内部询问并回答公民的问题。它能够引导用户获取有关一系列主题的信息，并提供几乎即时的响应。该聊天机器人还被设计得具有一定的个性，可以理解当地多立克方言的短语。疫情期间，该委员会能够快速为 AB-1 设计新的对话流程，使其能够响应客户突然提出的不同类型的问题。
运营影响
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