智能助理系统在卫生热线业务中的应用及探索.pdfVIP

互联网+医疗健康 Internet+Medical Health 智能助理系统在卫生热线业务中的应用及探索 姚永刚 朱杰 鞠鑫 【摘要 】目的：实现智能辅助挂号。方法：基于AI能力平台，在电话挂号场景下利用语音识别和自然语言理解 技术，实现话务员与市民之间的通话内容实时识别并文本化，同时提取挂号要素信息，自动完成预约挂号关键 信息填录。结果：构建一套服务于12320客服人员的智能助理系统。结论：卫生热线业务合理应用人工智能技 术，可以有效提高工作效率和服务质量。 【关键词 】智能语音识别；12320卫生热线；预约挂号；智能助理 Doi:10.3969/j.issn.1673-7571.2023.02.022 【中图分类号 】R319 Application and exploration of intelligent assistant system in health hotline service YAO Yonggang, ZHU Jie, JU Xin. Suzhou Health and Family Planning Statistics Information Center, Suzhou 215000, Jiangsu Province, China Abstract Objective To realize intelligent auxiliary registration. Methods In the telephone registration scenario, 【 】 voice recognition and natural language understanding technologies were used to realize the real-time recognition and textualization of the call content between the operator and citizens based on the AI capability platform. Meanwhile, the registration element information was extracted and the filling in of key information of appointment registration was automatically completed. Results A set of intelligent assistant system for 12320 customer service staff was constructed. Conclusion The reasonable application of AI technology in health hotline service can effectively improve work efficiency and service quality. Keywords Intelligent voice recognition; 12320 Health hotline; Appointment registration; Intelligent assistant 【 】 苏州市12320 卫生热线是政府 高的要求。传统客服系统在传统语 良好的应用效果。通过引入智能助 主办的卫生公益热线，为市民提供 音信息处理上的局限性制约了系统 理系统，利用人工智能等技术手段， [1] 预约挂号、专家在线咨询、心理援 服务和管理能力的提升 ，亟需新 结合传统的人工服务模式，打造全 助等服务。苏州市12320 卫生热线 一代信息技术为客服中心赋能。 方位服务的智能客服中心，可以大幅 [3] 经过多年的信息化建设，已建成呼 智能语音识别是理想的人机交 提高服务效率，降低人工服务成本 。 叫中