| 英文摘要 |
This project mainly provides services such as free information, consultation, reporting, the person is required, and reporting of cases related to resource recycling, effectively handling related operations such as reporting roadside abandoned vehicles and tracking of cases, compiling a comprehensive Q＆A and cooperating with the Environmental Protection Agency for education and publicity. Guide, provide 24-hour intelligent AI customer service and establish a two-way communication channel between the public with the government agencies.
During the implementation period time, it received a total of 208,586 incoming calls, a 97.72% response rate by dedicated personnel, 3,138 voice messages from the public, 295 cases were for information requests, 8,285 reports of roadside abandoned vehicles, 137 information requests from the public, and cooperation with the Environmental Protection Agency. A total of 18,422 outbound service operations were carried out, which shows that the public affirms and trusts the convenient use of the dedicated hotline.
Regularly collect all the public data and report the case to the responsible Unit.
To Improve the outcome of resource recovery notify and track the progress of roadside waste car disposal, and improve the efficiency of administrative enforcement. To have a deeper understanding of whether the services and content provided by the dedicated line meet indeed of the public.
The satisfaction survey is carried out every six months and a telephone scoring system is carried out after a monthly call to serve as a reference for immediate improvement of service quality. According to the survey results,
The satisfaction survey is carried out every six months and a telephone scoring system is carried out after a monthly call, based on the survey results, reference for immediate improvement of service quality.
The overall satisfaction rate of the hotline achieving as 92.50%.
In the post-speaking satisfaction survey, 98.12% of the public gave positive comments about the service provided by the dedicated personnel, which showed that the quality of the dedicated personnel and the overall service met the expectations of the public, and enhanced the public's professionalism towards the government's image.
The 24-hour intelligent customer service has accumulated a total of 1,028 new knowledge questions, 65,490 example sentences, and the system accuracy rate has reached 93.75%. During this period, 2,339 people have been served, and 6,083 questions have been asked. Combined with the network mechanism, it will provide another Fast Consulting Online Service.
Part of the system which Built a 24-hour automatic voice or text message reply system mechanism has been established, which records the voice of the question items most frequently inquired by the public, and provides fax data and text message services, which strengthens the convenience service system. This project provides 13,084 text messages for people who are inconvenient to record their calls and 22,236 text messages for the voice service system that enhances the public's friendly feelings toward resource recycling services.
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