China Telecom Wuxi Lab Deploys AI Ticket Dispatch for Government Hotline 12345

The Wuxi 12345 government hotline in China has deployed an AI dispatch agent developed by China Telecom Hotline Innovation (Wuxi) Lab under the Wuxi Municipal Data Bureau. The system addresses the need for more efficient and accurate ticket dispatch for government service requests. The AI dispatch robot operates 7×24 hours, automatically analyzing incoming complaints to identify ticket type, core request, and urgency level. It then matches each ticket to the optimal responsible department for second-level dispatch. The system also tracks the entire ticket lifecycle—receiving, dispatching, handling, and feedback—forming a closed-loop management process. Since its trial deployment, the results have been remarkable. First-time dispatch accuracy improved dramatically from 90% to 96%, fundamentally changing the previous manual, layered referral process. Whether it is problems faced by businesses, daily life issues reported by residents, or emergency requests, all are instantly connected to the appropriate department, achieving second-level ticket dispatch and seamless coordination.