Hanoi begins piloting smart switchboard applying artificial intelligence

From March 1, Hanoi Public Administration Service Center put the smart switchboard applying artificial intelligence (AI) 19001009 into trial operation.

Hanoi pilots smart switchboard applying artificial intelligence. (Photo: Trong Dat)

The Hanoi City Public Administration Service Center has just put into trial operation the smart switchboard applying artificial intelligence (AI) 19001009. This is a switchboard system that helps answer administrative procedures, online public services and related issues.

The AI ​​switchboard is connected to public service systems, providing real-time updates. The system supports multiple channels, people can access the switchboard via phone, website, chatbot and mobile application.

In particular, the AI ​​Call Center has the ability to understand natural language, analyze and accurately respond to common questions, and operate continuously 24/7.

Accordingly, when needing to look up information, people can interact with the chatbot on the website dichvucong.hanoi.gov.vn, the iHanoi mobile application, call the hotline at 19001009 or via the automatic kiosk, smart reception robot.

Instead of having to queue or call and wait, people just need to choose the most convenient communication channel to get support. The system will give consistent answers, at no cost, helping to reduce the effort of traveling and printing documents.

AI "virtual civil servants" are expected to help the Hanoi Public Administration Service Center automate processes, reduce the burden on staff, so that officials can focus on specialized tasks.

Implementing Resolution 57 of the Politburo , Hanoi aims to turn science, technology, innovation and digital transformation into driving forces for socio-economic development.

The city government wishes to build Hanoi into a leading center of innovation, scientific research, technology transfer and development in the country.

In the near future, Hanoi will put into operation many digital transformation applications such as virtual assistant software for document Q&A, virtual assistant to support appraisal and assessment...