Accordingly, the AI application hotline helps people: look up administrative procedures; Quickly answer questions; Multi-channel activities via chatbot, hotline and iHanoi application.
The service is completely free, supported 24/7, helping to reduce waiting time and increase convenience for citizens.
This is an important step in the digital transformation roadmap, improving the quality of service for the people of the capital.
According to the representative of the Hanoi Public Administration Service Center, AI Substation 19001009 is an application in the "AI employee" system - an artificial intelligence application solution to support people and staff at the Center to look up information, guide administrative procedures and answer questions - being deployed.
With the multi-channel mechanism, people can interact with AI Employees through: Chatbot (website dichvucong.hanoi.gov.vn, iHanoi mobile application); phone number switchboard 19001009; switchboard on the OTT iHanoi application; automatic kiosk located in the central lobby; Smart reception robot in the reception area; Vedax AI Platform technology platform, ZeroChat and ZeroPhone.
Instead of having to queue or call to wait, people can look up procedures quickly through chatbot, AI hotline or interact directly with kiosk/robot.
Citizens just need to choose the most convenient communication channel (chatbot, phone, OTT application, kiosk...) and receive consistent answers. People do not spend more money on these support channels, while reducing travel and printing documents.
This solution will also help the Hanoi Public Administration Service Center automate the process, reduce the burden on personnel, so that staff can focus on specialized tasks.
AI solutions help ensure quick, complete answers and fewer errors than manual methods.
In addition, because the AI model only requires one training session, the Center can quickly deploy "AI staff" to a new channel (more robots, kiosks...) without having to rebuild from scratch...
