Page 125 - AI for Good-Innovate for Impact Final Report 2024

AI for Good-Innovate for Impact

27�2� Use case description

27�2�1 Description

The expected use of the Metro Intelligent Customer Service Center case is to achieve intelligent 27 - GRG
technology services and open ticketing functions, providing passengers with a convenient
travel experience and meeting the people's aspirations for a better life.

The intelligent customer service system aims to generate text, parse semantics, and answer
user voice inquiries. In Metro Intelligent Customer Service products, users often raise various
questions and needs, involving ticketing, routes, stations, and other aspects. Due to the diverse
ways in which users express themselves, there may be situations such as word ambiguity and
semantic ambiguity. Therefore, we have developed an intelligent customer service system that
can quickly determine the main intentions of users, covering metro knowledge, route planning,
ticket price inquiries, first and last bus time inquiries, station facilities inquiries, line transfer
inquiries, and other issues, thereby reducing the workload of metro staff in receiving passenger
inquiries. The intelligent customer service system combines advanced technologies such as
natural language processing, machine learning, and deep learning, with strong semantic
understanding capabilities. Its design and optimization have undergone multiple experiments
and iterations, improving accuracy and stability, and providing reliable technical support for
metro intelligent customer service products. Through the application of this algorithm, we
believe that it can improve the user experience of the metro intelligent customer service system
and achieve more intelligent and efficient services.

Use case Status: The use case is part of a larger product development

Is it publicly available?: No

Is it privately available?: Yes

UN Goals:

SDG 9: Industry, Innovation, and Infrastructure .The case of Metro Intelligent Customer Service
Center is of great significance in terms of industry, innovation, and sustainable development
goals of infrastructure. Firstly, it promotes the innovative development of the smart
transportation industry, promotes digital transformation, and promotes the construction of
smart cities. Secondly, it has improved the application level of informatization and integration of
key equipment functions in rail transit, and enhanced the service efficiency of the transportation
industry. In addition, the intelligent customer service system greatly reduces operating costs,
effectively saves server resources and energy consumption, and is conducive to improving
system efficiency and sustainable development.

Applying for this case will help achieve sustainable development goals. The intelligent customer
service system improves customer satisfaction, supports data-driven decision-making, and
promotes industrial innovation and development. In addition, this case integrates existing
infrastructure, reduces human resources and energy consumption, enhances the level of
intelligent urban services, lays the foundation for the construction of smart cities, and helps
achieve sustainable development goals.

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