SMARTCITY TAIPEI

Status：Complete

The Department of Health of the City Government of Taipei has completed the development of its AI customer service text system in 2019 to improve the Q&A functions of the official website. The use of an AI customer service text system helps the general public and related agencies access various convenient measures and information offered by the department, making it an immediate and effective channel of communication.

However, there are still people who are used to calling the department to speak to specialists regarding the issues listed on the website. The Department of Health voiced the need for an AI interactive voice response (IVR) system in the 1st smart application tender project in 2020, hoping to incorporate the machine learning technology into the information database and the AI IVR system currently used by the department. The AI robots can emulate real people in the Q&A sessions to offer automatic replies or guidance services and convey the correct information. This approach can reinforce the promotion of health and education information and improve the awareness of policies and it is hoped that the service can become an effective communication channel between the department and the public in the future.