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| People can access the Smart Call Center using artificial intelligence via the iHanoi application. (Source: Vietnamnet) |
Recently, the Hanoi City Public Administration Service Center has put into trial operation a Smart Switchboard applying artificial intelligence (AI) via phone number 19001009. This system is designed to provide quick and accurate information about administrative procedures and public services, helping to reduce waiting time and improve people's experience.
With the ability to understand natural language, the AI Call Center can analyze and accurately respond to common questions, operating continuously 24/7. People can access the system through many different channels, including phone, website dichvucong.hanoi.gov.vn, iHanoi mobile application, online chatbot or through automatic kiosks, smart reception robots.
Instead of having to go directly to administrative agencies or wait by phone, it is expected that people will only need to choose the most convenient communication channel to receive immediate support. The system ensures consistent, free information, helping to save time, effort and costs of printing documents.
The deployment of AI "virtual civil servants" not only helps modernize the operations of the Public Administration Service Center but also reduces pressure on staff, allowing them to focus on specialized tasks.
This is part of Hanoi’s efforts to implement Resolution 57 of the Politburo , making science, technology, innovation and digital transformation the driving force for socio-economic development. The city is aiming to become the country’s leading center for scientific research, innovation and technology transfer.
In the coming time, Hanoi will continue to deploy many other digital technology applications such as virtual assistants to support document search, virtual assistants to serve examination and appraisal... to improve the efficiency of state management and serve the people better and better.
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