China Unicom: Government Service AI Agent Platform Built on the Yuanjing Government Service Hotline Large Language Model

Challenge: Government hotline face policy-driven demands for integration, efficiency, and digitisation. Key pain points include: low accuracy in intent recognition for self-service, slow knowledge retrieval for agents, and inefficient data analysis for operations. These issues hinder timely public service delivery and effective governance decision-making.

Solution: China Unicom introduced the Yuanjing Government Service Hotline Large Language Model. It offers capabilities like agent knowledge assistance, smart task dispatching, and smart data inquiries. In the scenarios of agent knowledge assistance and intelligent work order filling, the system achieves automated work order completion, intelligent task dispatching, and assisted Q&A functions, with work order accuracy reaching 90% and completeness increasing by over 30%. Knowledge assistance shows 60% higher accuracy compared to traditional methods. In the field of hotline data intelligence analysis and intelligent data querying, the system analyzes a large number of historical work orders and a large number of community complaint records, generating six major categories of specialized reports.

Impact: Enhanced efficiency of government management and services, increased citizen satisfaction.

Topics: Customer experience, and language and content AI (NLP/LLM/GenAI)

Cost: Not specified

MNO: China Unicom