Service guide lookup by service number or by everyday phrasing

热线不占线，
答复有依据

Digital employees answer public calls 24/7, first identifying the service precisely, then answering step by step from the service guide. When there are many documents, the answer is given in parts and can be repeated more slowly on request. Requests needing a person are transferred to an agent or turned into a ticket.

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Caller"I want to open a shop — what do I need for the licence?"
SERVICE GUIDE
Sole-proprietor business registrationB20
Also called:get a licence to open a shopget a sole-proprietor business licencesole-proprietor licence
Required documents
  1. 1. Photocopy of the operator's ID
  2. 2. Documents on use of the business premises
  3. 3. Sole-proprietor registration (filing) application form
Time limit
6 working days
Where
Civic Center lobby, ground floor
AI: That's sole-proprietor business registration. There are three documents — I'll go one at a time so you can write them down…
Solution overview

Government and public service hotlines, answered intelligently around the clock

For government services, citizen hotlines and public institutions: answers follow service guides and the knowledge base; out-of-scope requests go to staff or become tickets, all traceable.

Government hotlinesPublic service centersPublic utility serviceNight and holiday coveragePeak-hour overflow
24-hour answering · split by time of day
  • 00:00–08:00
    Night coverage

    AI answers and logs requests, handed over during working hours

  • 08:00–18:00
    Working hours

    AI takes common inquiries first; cases needing staff go to agents

  • 18:00–24:00
    Evening coverage

    AI answers from service guides; out-of-scope requests become tickets

On holidays, calls are answered in coverage mode all day; the split for each time slot can follow the hotline's actual roster.

What's included
  • AI Customer Service →Connects to hotline numbers, answering 24/7
  • Knowledge Base →Service guides entered in structure, including common public phrasings
  • Human handoff and ticketsTransfers to agents when staff are needed, or creates tickets for departments
  • Data analytics →Call volume, topic distribution and ticket status
24/7 answering

No busy lines at night, on holidays or at peak hours

Grounded answers

Answers follow service guides, never guesses

Every request is routed

Handed to staff or ticketed, fully recorded and traceable

01 · One call

How one call is handled

01AI answeringHotline connected to a project with inbound enabled, answering at night, on holidays and at peak times
02Service identificationService guides looked up by number or everyday phrasing, confirming first when ambiguous
03Answer in partsDocuments, time limits, location and phone given one by one; for websites, only the site name
04Hand off / open ticketRequests needing a person are transferred to an agent, or recorded and sent to the responsible department
05Full audit trailRecordings, line-by-line transcripts and summaries kept in full for tracing and QA
02 · The guide
Example: a municipal government service hotline

Everyday questions, matched to the right service

In the service guide knowledge base, each item records the public's common phrasings alongside its official name.

115
services
60
single services
49
"one-stop" bundled services
12
local service centers
6
not handled locally, callers redirected
What people say → matched service
「get a licence to open a shop」「get a sole-proprietor business licence」
B20Sole-proprietor business registrationSingle service
「baby subsidy」「childcare subsidy for under-3s」
Y44Childcare subsidy applicationOne-stop service
「teacher cert」「teacher certificate recognition」
Y45Teacher qualification certificationOne-stop service

Clear requests get the service details right away. When several services sound alike (e.g. "retirement", "social security card"), the candidates are listed and confirmed with the caller, with no guessing.

03 · On the phone
Example: calls during the trial run

Long answers, given in parts

During the trial, callers' most common complaint wasn't wrong answers but speech that was too fast and information that was hard to remember.

Frequent feedback in trial call summaries
  • Repeatedly asked to slow down so they could take notes
  • Spoke too fast, couldn't remember
  • Too much information, didn't catch it

Applications often need four or five documents. Read out all at once, they are hard to remember and callers end up calling back. Long answers are therefore given in parts: a short pause after each, continuing once the caller confirms. When a caller says "too fast" or "say that again", only the current part is repeated more slowly, not the whole answer.

Segmented explanationIllustration
AIThere are three documents. First, a photocopy of the operator's ID; second, proof of use of the business premises.Pause between parts
CallerHold on, too fast, let me get a pen.
AISure, slower. First, the operator's ID — a photocopy. Second, the business premises — proof of use.Repeat the current part more slowly
CallerOK, got it.
AIThird, the sole-proprietor registration application form. To apply online, use the Bingtuan government services website.Continue, without reading out URLs
04 · Boundaries

Out of scope, clearly redirected

Hotline answers must have a basis. For requests not covered by the knowledge base or not handled locally, callers are told clearly where to go, with no speculative answers.

01Services not handled locallyFor services marked "not handled locally" in the knowledge base, callers are told where and how to apply.
02Documents that vary by situationFor cases such as normal vs. early retirement, or local residents vs. relocated family members, the specific situation is confirmed first and only the matching documents are given.
03Requests that can't be answered directlyThe request and contact details are recorded as a ticket with type, priority and assignee, and sent to the responsible department.
04Calls that need a personCalls are transferred to an agent when the caller asks for a person or is upset; at night with no staff, a ticket is created first.
Customer story

A municipal government service hotline

The service-guide knowledge base covers 115 services and 12 service centers, in trial operation since October 2026.

Inbound

Hotline number connected to a digital employee.

Hotline number
Connected to a project line with inbound enabled
Answered at
24/7, including nights and holidays
Voice
Relaxed setting
Waits for the caller to finish before answering

Service guide lookup

The knowledge base is maintained as files; uploading a new version takes effect with no release needed.

Each service
IDs start with B / T / Y
Common phrasings
e.g. "opening a shop, getting a license"
Required documents
Listed separately for each case
Time limit, location, phone
Given item by item
Public service centers
Address and phone given for the caller's local farm division
Reply rules
No URLs read aloud; only the site or mini-program name

Fallback

Every out-of-scope request has a clear destination.

Transfer to human
When the caller asks or is upset
Tickets
Type, priority, assignee, status
Sent to the responsible office
Bring your service guides to the hotline
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Learn more

The product capabilities behind this solution, how to configure them, and more industry use cases.

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