On May 8, 2023, Shenzhen Metro Construction Group hosted an expert review meeting in Shenzhen. The research project “Application Research on AI-based Digital Employee Customer Service in Subway Stations” (hereinafter referred to as the “Digital Employee Customer Service Research Project”), led by GRG Intelligent, passed the technical review.
The meeting invited five experts from Beijing, Shanghai, Guangzhou, Shenzhen, and Wuhan to form an expert panel to analyze, demonstrate, review, and evaluate the project’s innovation and practicality.
Industry’s First Comprehensive Integration of Digital Employees and Station Customer Service
To address the challenges of full-scenario passenger self-service business processing, passenger queuing, and the shortage of experienced customer service personnel, and to achieve the goals of improving quality and efficiency in subway operations and enabling stations to operate with minimal or no staff, the “Digital Employee Customer Service Research Project” was born.
The “Digital Employee Customer Service Research Project” is the first application in the rail transit industry to comprehensively integrate digital employees with station customer service. Based on multilingual voice interaction technology (Mandarin, Cantonese, English), digital portrait technology, and other AI technologies, the project establishes an intelligent voice subsystem, a remote centralized seating system, and a digital portrait business management system. It adopts an exclusive ultra-realistic 3D digital employee customer service image to achieve closed-loop customer service management, meeting the usage needs of different scenarios, passenger groups, and diversified services.
Currently, digital employee customer service has been deployed across five lines in Phase IV of Shenzhen Metro, with 214 smart customer service centers and 374 self-service ticketing machines spread across 87 stations. Since the project’s launch, digital employee customer service has provided intelligent answers an average of over 130 times per station per day, replacing over 97% of manual ticketing workload.
Overview of the “Digital Employee Customer Service Research Project” Solution
The expert panel stated that the project features extensive interaction scenarios, strong extensibility, and a user-friendly interface, providing intelligent service means for passenger travel. The research results are innovative, practical, and forward-looking, meeting the objectives of the research project, and the panel agreed to pass the technical review.
Demonstration of the “Digital Employee Customer Service Research Project”
The “Digital Employee Customer Service Research Project” is an innovative breakthrough by GRG Intelligent in promoting the optimization of rail transit services. GRG Intelligent will actively respond to expert suggestions, benchmark against industry-leading technologies, comprehensively plan the project promotion strategy, accelerate the application of the research results of the “Digital Employee Customer Service Research Project”, and drive the in-depth development of the rail transit industry in terms of intelligence and digitalization.
