Technical Services/Products

In order to meet the needs of customers to enjoy services at anytime and anywhere, make the provision of services not subject to time and space constraints, so that customer service "at your fingertips", rail transit passenger services gradually to the network services, self-service-based intelligent mode transformation. During the 13th Five-Year Plan period, our institute is the first in China to design and open an online integrated service platform for intelligent interaction and self-service based on the AI knowledge map of rail transit knowledge base, adopting a combination of online and offline, adapting to the communication mode of passengers' multi-scene and multi-demand. At the same time, our institute is the first to design the intelligent self-service equipment represented by "intelligent customer service center", which is displayed and applied in the demonstration station of Guangzhou Metro intelligent city rail, and passengers can complete the self-service integration of intelligent service on the new "intelligent customer service center" equipment, which is warmly praised in the field of domestic rail transportation, and is also widely used in the field of rail transportation. Domestic rail transportation field warmly praised, and to the national rapid promotion of full landing. This technical service has authorized one utility model and accepted one invention patent.

Technical features and advantages/innovations

(1) It is the first time in China to propose the design of intelligent passenger service platform for rail transportation, and put forward the research and design of passenger service platform system architecture, logic, function, networking and interface;

(2) It is the first time in China that robots, intelligent voice and other technologies are applied to online passenger service of urban rail transit, integrating artificial intelligence, intelligent chat, voice recognition and other technologies, supporting multi-scene and multi-demand communication modes such as public number, telephone, APP, etc., so that passenger's inquiries can be solved at any time and any place;

(3) It is the first time in China to design offline intelligent customer service equipment. Passengers can handle various businesses on the new "Intelligent Customer Service Center" equipment by themselves, and at the same time, it supports intelligent voice services, providing automatic robot Q&A functions such as ticket purchase guidance, ticket inquiries, operation information inquiries, in-station facilities inquiries, out-of-station navigation, and so on.

Applications/Scenarios

In September 2019, the Guangzhou Metro intelligent city rail demonstration station in the Guangzhou Tower Station and Tianhe Wisdom City open, the station debut of the new "intelligent customer service center" adopts the open ergonomics counter mode, passengers can self-service in the equipment for the business, at the same time to support intelligent voice services. Subsequently, more than 40 metro companies from across the country have visited the Guangzhou Smart City Rail demonstration station, so far, the "intelligent customer service center" in the national rail transit spread comprehensively.

As of 2022, a total of about 451 intelligent customer service centers were deployed in rail transit across the country, of which only 255 were added in 2022, and almost all of them will include intelligent customer service centers in the procurement and construction of a new round of line construction, and the upgrading of intelligent customer service centers of the existing lines have been included in the plan.