Hangzhou Xiaoshan International Airport successfully launched the country's first intelligent call center based on an AI large model on May 16, marking the entry of its 96299 hotline into a new era of intelligence. This upgrade adopted the cutting-edge DeepSeek large model technology to enhance the efficiency and quality of customer service.
Since its launch in 2014, the 96299 hotline has provided 24/7 uninterrupted call reception and online consulting services for travelers. After this upgrade, the AI voice robot can handle peak call volumes, effectively alleviate pressure on human services, and automatically achieve intelligent question answering. By combining emotional computing and multimodal knowledge graphs, this intelligent call center successfully built the industry's first "perception-decision-interaction" AI service system, which can dynamically sense passenger emotions and provide timely feedback, greatly enhancing the passenger consultation experience.
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Zhang Ying, deputy manager of the Terminal Area Service Management Module at Hangzhou Xiaoshan International Airport, stated that the AI system significantly improved efficiency in handling routine issues, greatly reducing the workload of manual call answering and traveler waiting times. She pointed out that after the AI system went online, the average waiting time for travelers decreased from 15 seconds to only 3 seconds. Meanwhile, the AI can monitor changes in traveler emotions in real time, providing important information for human services, allowing staff to understand passenger needs immediately.
This upgrade not only improved the response speed of the hotline but also enhanced the "warmth" of the service. In today's rapidly developing technological landscape, Hangzhou Airport has truly achieved the goal of serving the people with technology by introducing AI technology, offering passengers a more efficient and humanized service experience.