Jiangsu Expressway 96777 "Little Jasmine" presses the shortcut key for epidemic prevention and control.

"Does the North Toll Station in Zhenjiang New District need a nucleic acid report now?" "Can the fairy mountain service area be opened normally and provide refueling service?" "My nucleic acid negative certificate is about to exceed 48 hours. Can nucleic acid testing be done in Slender West Lake Service Area? " ......

Since the outbreak of a new round of epidemic, Jiangsu Expressway 96777 customer service hotline has received more than 20,000 calls per day, and each operator has answered more than 100 calls on average. Although additional traffic seats are arranged, it is still a drop in the bucket for the public demand of tens of thousands of calls every day. The fierce epidemic situation has created a "time-limited problem" for Jiangsu Expressway Customer Service Center.

48-hour miracle, the "Little Jasmine" inquiry channel quickly went online.

The "epidemic situation" of the war started, and the people's feelings and public opinions were the battle situation. The most efficient response to the demands of drivers and passengers has always been the mission pursuit of Jiangsu Expressway.

"Upgrade the existing intelligent voice robot' Little Jasmine', open a dedicated channel, and provide the public with more efficient and accurate epidemic prevention information inquiry services by means of information technology." In order to solve the most urgent problems of drivers and passengers in the shortest time, Jiangsu Expressway Customer Service Center quickly launched the task of opening a special channel for 96777 epidemic prevention information inquiry.

/kloc-complete the coordination between operators and relevant units within 0/2 hours, determine the technical route and implementation plan, and complete the emergency development task of the intelligent voice robot epidemic inspection call scene system; Complete the docking with the inspection data of 434 toll stations and 1 13 pairs of service areas in the province within 24 hours, realize the real-time collection of epidemic prevention inspection information of toll stations and service areas, and arrange special classes to check the information one by one; According to the actual conversation scene, the voice robot has been trained all-weather in 36 hours, tested more than 2000 times and debugged and optimized. In less than 48 hours, the 96777 "No.9" shortcut key-the exclusive channel for epidemic prevention information was officially launched!

Three major convenience functions, digital technology empowerment service upgrade

"In order to make it convenient for drivers and passengers to know the exclusive channel for epidemic prevention information inquiry at the first time after dialing the hotline, we specially put the voice prompt of the exclusive channel No.9 after the emergency help prompt 1, and do everything possible to save valuable time for drivers and passengers." According to the person in charge of Jiangsu Expressway Customer Service Center, at present, the inquiry channel is close to the urgent demand of the public for epidemic information and has set up a number of inquiry functions. The voice robot "Little Jasmine" can provide real-time switch information of toll stations, and it is a "little helper" for travelers to plan their routes and avoid the return risks. It can accurately inform all toll stations and service areas of the requirements for customs clearance information required by the epidemic inspection station, and is the intimate "interpreter" for the majority of drivers to pass on the epidemic; It can also provide the layout of rapid antigen detection points and nucleic acid detection points on the road network, which is the "compass" for drivers and passengers who urgently need nucleic acid certification. When drivers and passengers dial 96777 to enter voice navigation, they can quickly interact with the robot by pressing the "9" key and obtain the above related information by themselves.

Since the "No.9" inquiry channel was put into operation, it has handled nearly 7,000 consultation calls every day on average, with the non-manual service rate reaching 55% and the solution rate reaching 75%, accounting for 25% of the total telephone traffic, which has opened up a "green channel" for the general public to obtain epidemic prevention information at the first time.

"A picture" can read the whole picture, and the light will be the torch of wisdom and wisdom.

In order to effectively supplement the customer service consultation channels and better meet the needs of young, intelligent and diversified users, the official account of Jiangsu Expressway 96777 WeChat urgently developed and launched the epidemic prevention and control version of the "Jasmine Butler" road map within 24 hours, realizing "one-click visibility" of site switches, "one-click search" of epidemic prevention services and "one-click knowledge" of epidemic information. A map can fully understand the overall epidemic prevention inspection of Jiangsu expressway, effectively divert the wiring pressure of telephone terminals, and. In addition, Wechat WeChat official account has also published many epidemic prevention special reports, such as the switch details of epidemic toll stations, ETC knowledge of epidemic prevention and control, and patrol information of epidemic prevention and control on road network, which provide first-line "intelligence" for people to obtain epidemic prevention information.

People-oriented, life first. Jiangsu Expressway 96777 Customer Service Center seeks ideas from the people's "most wanted" and breakthroughs from the people's "most urgent needs". It takes a multi-pronged approach to Qi Xin and makes full use of technologies such as cloud computing, big data and AI artificial intelligence, so that the "Jasmine" and "Jasmine Butler" of Jiangsu Expressway can rush to the front line of information services for epidemic prevention and control, and press the shortcut keys for epidemic prevention and control of Jiangsu Expressway and the development shortcut keys for digital transformation of Jiangsu Traffic Management.