Jinan Metro and Unisound Put Remote Centralized Intelligent Customer Service into Operation on Line 1

Since going into operation, Jinan Metro's cloud customer service system, a remote customer service terminal system built with Unisound, covers all 11 stations of Line 1. According to the article, remote human agents have handled more than 10,000 passenger requests, the connection rate has stayed at 100%, passengers wait about 9 seconds on average for a response, and average handling time is within 57 seconds. The article describes the pain point as the traditional one-person-per-station or rotating multi-station customer service model with scattered staff, uneven response efficiency, higher operating costs and hard-to-unify service standards. As the network grows and passengers want more convenient service, the challenge is to raise service quality while controlling cost. The system uses centralized deployment and unified dispatch. Customer service functions previously spread across stations were consolidated into one operations center, with AI supporting real-time monitoring of terminal devices across the whole line and remote coordinated operation. One agent can handle service requests from several stations at once. Unisound provided a full-stack AGI technology solution from hardware terminals to software platform, rebuilding functions on the existing manual customer service centers (BOM ticket booths) at relatively low cost. The system has three scenarios. For ticketing, Unisound's face recognition handles identity verification for free-ticket claims and abnormal-ticket handling, combined with ticket purchase and top-up. For information, speech recognition and synthesis sit on a built-in knowledge base of real-time ticketing, train timetables, transfer guidance, station facilities and surrounding information, so passengers ask by voice and get spoken answers. For human transfer, the Unisound Uni-ICS intelligent customer service system lets passengers switch with one click to a remote human agent, who guides them through high-definition audio and video and a synchronized visual operation interface.