Customer Service Automation · Real-time Analytics
The Zhongshan 12345 hotline had to serve thousands of daily calls across dozens of agencies, but knowledge was fragmented, address entry and work-order creation were manual, and city-event analysis was too slow to move from reactive to proactive service.
Reported impact
The hotline improved citizen access, standardized end-to-end service handling and gave Zhongshan a more proactive operating model by combining faster work-order processing with analytics-driven early warning.
Zhongshan worked with Baidu AI Cloud to rebuild its 12345 government hotline around a unified digital-service stack. The program combines the All-Elements Governance Engine, the UNIT Intelligent Dialogue Platform, semantic understanding, knowledge-graph techniques and big-data analysis to cover knowledge construction, work-order intake and warning analysis. A unified knowledge base consolidates material from 24 towns, 95 departments, more than 6,000 documents and 74 websites so callers and agents can retrieve policy answers, navigation and related services through spoken or typed natural-language requests. An intelligent work-order layer supports fuzzy address input, automatic address association, keyword search and one-click reuse of prior cases. On top of that, the analysis layer clusters multimodal events with a city-event graph, maps hotspots and monitors public-sentiment changes so operators can intervene before issues spread.
Citizen calls and digital-service requests enter the UNIT-powered hotline, where language understanding queries the unified knowledge base for answers, routes case details into the work-order system, and feeds downstream city-event analysis that clusters incidents, monitors trends and pushes warnings back to operators and managers.
It integrates 24 towns, 95 departments, 6,000+ documents and data from 74 websites into a unified government information-sharing knowledge base (original: 整合中山全市24个街镇、95个部门、6000+文档知识，融合74个网站信息数据，形成统一的政务信息共享资源知识库).
The hotline integrates 60 complaint and consultation lines from 34 administrative organs and public institutions across Zhongshan (original: 热线整合了中山市全市34个行政机关、事业单位的60条投诉咨询热线).
The intelligent work-order system lets operators enter fuzzy address keywords and automatically associates matching addresses, raising work-order entry efficiency by 2x (original: 智能工单系统在热线接听人员记录来电人诉求地址时，能模糊输入地址关键词，系统自动联想出与地址关键字内容相关的地址……工单录入效率提升2倍).
The smart analysis capability combines a cross-modal semantic-parsing large model with a city event graph to realize a shift from handling complaints after they arrive to acting before they arrive (original: 同时结合跨模态语义解析大模型+城市事件图谱……实现接诉即办到未诉先办的转变).
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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