SMARTCITY TAIPEI

Status：Complete

The Senior Welfare Division of the Department of Social Welfare of the City Government of Taipei provides senior welfare application and consultation services. The number of calls inquiring about the promotion and status of subsidy for senior national health insurance premium deductible has always been large. The highly repetitive and standard services that can be automated can incorporate the use of AI technology to relieve the manpower burden.

This project emphasizes a smart customer service voice system bot that provides services 7x24 and can accurately analyze callers' intention for the calls, understands their changes of emotions, and automatically transfer calls to actual customer service personnel after confirming the identity, request, emotions, and types of questions.