Core Insights - The opening of the Xi'an Metro Line 15 marks the completion of the third phase of Xi'an's rail transit construction, with Chengdu Zhiyuanhui Information Technology Co., Ltd. launching the industry's first AI customer service system based on large models [1][14][26] Group 1: AI Customer Service System - The AI customer service system aims to provide a "无人化、智能化" (unmanned and intelligent) service experience, utilizing AI and big data technologies to enhance passenger services [1][14] - The system integrates ticketing, customer service, and specialized knowledge graphs, targeting the replacement of traditional customer service centers and addressing issues like long queues and high labor costs [2][17] - It covers over 97% of traditional ticket booth services, significantly improving efficiency and user experience [2][17] Group 2: Technical Features - The system supports multimodal interaction capabilities, including voice (in Mandarin and some dialects) and text inputs, designed to function effectively in noisy subway environments [3][18] - It features cross-system linkage technology that connects with clearing systems and cloud data platforms, enabling an integrated "perception-analysis-response-service" model [4][18] - The dual concurrency capability allows a single operator to manage multiple AI customer service terminals, greatly reducing labor costs [5][18] Group 3: Comprehensive Service Offerings - The AI customer service system provides a full range of ticketing services, including card recharging, ticket sales, invoice issuance, and trip analysis, transitioning from logical interfaces to natural language interfaces [8][20] - It offers intelligent inquiry services that can answer complex passenger questions and provide real-time data on ticket prices, schedules, policies, and more [10][22] - The system's cross-system innovation ensures real-time synchronization of ticket data and establishes a service loop combining AI processing with human support [12][24] Group 4: Industry Impact and Future Plans - The deployment of this AI customer service system represents a significant advancement in the digital transformation of urban public transportation, marking the entry into a "large model-driven" era [14][26] - The company plans to continue promoting the large model technology in the rail transit sector, aiming to provide high-quality, convenient, and inclusive travel services while leading the digital transformation in public transportation [16][28]