Recently, Jingzhou’s 12345 government service hotline platform has integrated DeepSeek AI, transforming the system into an "intelligent translator and stenographer" to enable faster response, more accurate task routing, and more efficient issue resolution.

At the 12345 hotline call center, the system instantly transcribes voice conversations between operators and citizens into text. After accurately identifying public inquiries, it analyzes the dialogue and prompts standardized response templates in real time. As soon as the call ends, an AI-generated work order is automatically created.

According to the Jingzhou Municipal Data Bureau, the system was deployed locally and leverages a localized knowledge base to apply DeepSeek’s large language model to the 12345 hotline operations. Since March 10, 30 workstations have been equipped with the AI assistant. After nearly half a month of testing, the system has achieved preliminary success in automatic speech recognition (ASR) for call transcripts, AI-assisted work order drafting, smart policy search and matching, AI-generated dispatch recommendations. The system can quickly retrieve and accurately match relevant policies based on public inquiries, providing operators with real-time response suggestions to achieve higher-quality "instant Q&A." Additionally, AI automatically fills in work order titles and request details, helping operators accurately categorize cases and assign them to the correct departments.

Currently, the system has reduced average call duration by 35%, increased single work order processing efficiency by 40%, achieved an 82% direct resolution rate.