Customer Service Automation
State Grid's 95598 service center faced heavy call volumes, limited channels, and rising pressure during demand peaks and outages, making it difficult to maintain service quality and scale customer support efficiently with manual operations alone.
Reported impact
State Grid expanded support across provinces and channels, reduced handling time and labor demand, and turned 95598 into a more scalable AI-assisted service operation.
State Grid and Baidu AI Cloud built an AI platform for the 95598 customer-service center using Baidu AI Cloud Intelligent Customer Service. The platform includes an AI foundation layer and an AI operations layer that together power three major application groups: intelligent customer service, intelligent agent support, and intelligent operations. Instead of relying only on voice calls, the design supports hotline, web, app, and SMS channels, with a shared group knowledge base so human agents and robots use the same governed service content. The deployment also includes maintenance-service scenarios piloted across four provincial networks, with dozens of multi-turn workflows and a ten-thousand-item FAQ corpus.
Customer requests arrive through hotline, website, app, and SMS channels and enter the 95598 AI service stack. Shared knowledge assets feed both the robot and agent-assistance layers, while service interactions flow into the operations platform for optimization, workload management, and ongoing scenario expansion.
Baidu AI Cloud helped State Grid's customer-service center build an AI platform to empower intelligent customer service, intelligent agents, and intelligent operations for 95598 (original: 百度智能云依托AI能力，助力国网客服中心构建AI平台，赋能智能客服、座席与运营).
By deployment time, the system had reached 27 provinces, 60,000 daily calls, and 25 million daily interaction messages while reducing labor by 5% and call duration by 10% (original: 在27个省（市）推广应用，日均电话6万通，日均交互消息2500万条…压缩5%人工…降低单通会话时长10%).
The platform supports hotline, website, app, and SMS channel access and unified group knowledge-base operations for both customer service and robots (original: 多渠道接入：具备热线、在线网站、app、短信等渠道接入。机器人知识库：集团知识库建设，客服及机器人知识统一运营管理).
The solution built both an AI base platform and an AI operations platform and moved 95598 customer service from a manual mode toward intelligence (original: 帮助国网客服中心搭建AI基础平台和AI运营平台…将国网95598客户服务从人工模式逐渐转变为智能化模式).
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.
Related
Baidu AI Cloud Sample Jun 27, 2025 China Southern Power Grid Guangdong Customer Service Center (广东电网客服中心) Guangdong's power-customer service operation needed a more intelligent service backbone for its 24x7 hotline and digital channels so it could improve intent understanding, reduce handling time, and give agents better… Agent handling efficiency improves 5x. Intelligent Customer Service · Intelligent IVR · Power Customer Service Large Model Baidu AI Cloud Sample May 16, 2025 Guangdong Power Grid Guangdong Power Grid needed to modernize customer-service operations with better intent understanding and a self-improving knowledge base because legacy customer-center knowledge was outdated, hard to search, and unable… Intent Recognition · Knowledge Graph · Multi-turn Dialogue Baidu AI Cloud Sample Apr 28, 2025 State Grid Shandong Electric Power State Grid Shandong needed to make AI practical across customer service, line safety and internal document work in an enormous utility environment where traditional business processes were slow and heavily manual. Common electricity-service handling time fell 70%. AI Middle Platform · BML Full-Function AI Development Platform · Facial Recognition 