AI赋能公积金服务 跑出政务便民加速度

Core Insights - The launch of the AI customer service "Yan Xiaojin" in Yancheng has significantly improved public service efficiency and user experience, operating smoothly for two months since its introduction [1] Group 1: Policy Consultation - "Yan Xiaojin" simplifies complex housing fund policies into easily understandable language, achieving a 95% first-time understanding rate for policy inquiries and reducing repeat consultation rates by 20% [2] - The system has a high completion rate of 99% for single-visit transactions, allowing citizens to efficiently gather necessary materials and understand processes in fragmented time [2] Group 2: Unit Business Assistance - The "E-Ban Assistant" enhances the AI customer service framework by providing precise responses and efficient support for unit business operations, streamlining the process from condition assessment to real-time tracking of application progress [3] - It effectively captures user inquiries through various input methods, ensuring quick and relevant responses [3] Group 3: Government Service Efficiency - "Yan Xiaojin" operates beyond traditional working hours, handling 46% of its service volume during non-working times, with an average response time of 3.5 seconds, significantly faster than the 3-5 minutes typical of human agents [4] - The AI system has offloaded 10% of the total inquiry volume from human staff, allowing them to focus on more complex issues, thus enhancing overall service efficiency [4] Group 4: Personalized Service - The AI service tailors its responses to meet the diverse needs of citizens at different life stages, providing relevant information and reminders based on individual circumstances [5] - The initiative aims to transform public service delivery from reactive to proactive, emphasizing a user-centered approach in the reform of public services [5]