Wuxi 12345 Hotline Trials an AI Dispatch Agent Built by the China Telecom Hotline Innovation Lab

Since the dispatch agent went into trial operation on the Wuxi 12345 hotline, first-time dispatch accuracy has risen from 90% to 96%. The agent was developed by the China Telecom Hotline Innovation (Wuxi) Lab, built under the lead of the Wuxi Municipal Data Bureau. Hotline tickets had mostly been assigned by human judgement, which the release says left transfers taking too long and urgent requests answered too slowly. The lab built algorithm models with semantic recognition, sentiment analysis and responsibility attribution. The AI dispatch robot is on duty 7x24 hours. For each accepted request it identifies the ticket type, core request and urgency, matches the best handling unit according to department responsibility boundaries and dispatches within seconds. It then tracks handling and automatically urges it, forming a closed loop of acceptance, dispatch, handling and feedback. The hotline says it will keep optimising the algorithm models.