Customer Service Automation
Shenqiu County needed a more scalable way to serve a large, mobile population with grassroots public services, because manual consultation, data collection, and work-order routing put too much burden on local staff and made 24-hour service difficult.
Reported impact
Shenqiu extended public-service reach, sped up resident responses, reduced clerical burden on frontline staff, and improved satisfaction with grassroots government services.
Baidu AI Cloud's AppBuilder and ModelBuilder capabilities were used by Wuhan Zhongwei Huitong to create a grassroots-governance service stack for Shenqiu County. On the resident side, the county launched a 'Resident Assistant' across WeChat groups, mini-programs, official accounts, H5 entry points, and personal-assistant style interfaces. AppBuilder's role instructions, speech recognition, online search, standard follow-up prompts, and safety framework help the assistant answer local policy and administrative questions against a county-specific knowledge base. On the government side, the same platform powers Copilot and Insight workflows for local officials. Natural-language understanding converts巡查 or dispute-resolution field notes into structured forms and work orders, while Workflow and GBI capabilities route, review, complete, and evaluate those work orders. The result is a public-service architecture that joins resident self-service, policy knowledge retrieval, voice-to-text information capture, and automated case handling into one county-level service platform.
Resident questions enter through WeChat groups, mini-programs, or H5 channels, AppBuilder answers them from the local government knowledge base or via guarded online search, staff voice or text inputs are turned into structured forms and work orders, and Workflow routes cases through review and completion while service data feeds analysis and continuous improvement.
After Zhongwei Huitong connected ERNIE to its product matrix, grid-worker efficiency rose 15%, resident-response speed rose 30%, and resident satisfaction rose 50%. (original: 中卫慧通产品矩阵接入百度文心大模型后...基层网格员服务居民效率提升 15%，居民服务响应速度提升 30%，居民满意度提升 50%。)
AppBuilder provides role instructions, speech recognition, online search, standard follow-up, and prompting to deliver resident consultation services across multiple channels. (original: 借助 AppBuilder 平台的角色指令、通用组件（语音识别、Online-Search等）、标准追问、标准提示等能力，基于居民群、个人助理、小程序 / 公众号、H5 等服务端提供便民咨询能力。)
AppBuilder, ModelBuilder, NLP, Workflow, and GBI together support Copilot and Insight capabilities for grassroots government staff. (original: 借助 AppBuilder、ModelBuilder 等平台的通用组件、自定义模型、自定义组件、NLP、Workflow、GBI 等能力，能够围绕基层政务提供 Copilot 及 Insight 相关能力。)
The resident assistant is already live in Shenqiu County resident WeChat groups and government mini-programs. (original: 在沈丘县的居民微信群、政务小程序中上线了随叫随到的“居民助理”。)
When the local knowledge base lacks a standard answer, the assistant can respond through the safety framework's online-search capability. (original: 如果本地知识库未收纳标准知识，则基于安全回复框架内的 Online-Search 能力进行回复。)
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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