聚焦"智答精准化"，构建政务咨询即时响应体系 挖掘"智治长效化"，完善政务服务运营保障机制 为满足政务服务内容高度专业化、用户表达口语化、后续保障长效化的现实需求，通过构建政务知识 库、优化模型对话能力、建立用户绑定机制，打造7×24小时"不打烊"即时响应体系，打造理解能力过 人、跟踪服务贴心的AI政务服务官。一是筑牢全域知识库"数据底座"。系统性梳理"区－街镇－社区"三 级10179项政务服务事项，整合区情、政策、便民信息等内容，构建覆盖全面、内容权威的新区政务知 识库。建立"日巡检、周更新、月研判"的数据维护机制，保障政策依据、办理流程、联系方式等关键信 息与线下执行标准实时同步，为AI精准服务提供坚实的数据底座。二是打通人机交互"对话链路"。深度 应用AI语义理解与RAG检索增强技术，优化训练政务咨询场景专项模型。运用该模型，"北北"能精准 理解用户的口语化、模糊化表达意图，自动关联上下文，智能追问、澄清用户潜在需求的多轮对话能 力，将传统"关键词匹配"检索模式升级为"理解－分析－生成"智能对话模式，咨询体验从"被动搜索"变 为"主动交流"，问答匹配准确率稳定在95%以上，"退体金""营执业"等错别字自 ...

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]

Core Points - The "Tidal Window" service model has been implemented in Shengze Town's convenience service center, allowing for dynamic management of service windows based on real-time demand, significantly reducing waiting times for citizens and businesses [1][2] - Since its launch, the "Tidal Window" has served over 200 instances, saving an average of 20 minutes of waiting time per day for users [1] - The service is designed to handle high-frequency public services such as social security and medical insurance, as well as enterprise-related matters, enhancing overall service efficiency [1][2] Summary by Sections - **Service Model**: The "Tidal Window" opens when the queue exceeds 30 people or the average wait time surpasses 30 minutes, allowing for immediate response and resource allocation [2] - **Operational Efficiency**: This model transforms traditional fixed service windows into flexible ones, optimizing human resource allocation and ensuring better service delivery [2] - **User Experience**: The initiative aims to enhance user satisfaction and improve the business environment by moving towards more intelligent and humanized government services [2]