Background
In the digital era, public services in Wuhan's Qiaokou District were spread across separate channels that did not share information, and processing was slow — especially inconvenient for older people and others with particular needs. As the number of services grew, staff came under heavy pressure and procedures became cumbersome. The district needed an efficient, intelligent and inclusive public-service platform.
Key Requirements
- Bring the district's government services together so everything can be handled in one place online
- Introduce AI digital humans for intelligent Q&A and guided service
- Focus on serving older people and others with particular needs
- Make services faster and improve how residents interact with them
Solution
The Qiaokou public-service platform uses AI digital humans to bring the service system together, providing intelligent Q&A, guided service and pre-review of applications.
Core Capabilities
Full Coverage
Links the government website and district media to reach every resident
Intelligent Answers
Digital humans provide consultation, search and guided service
High-Frequency Services
Common services moved into community grid groups and handled across levels of government
Knowledge Base
Service materials organized into a Q&A database
Use Cases
The platform is used in many high-frequency scenarios — mobile services, intelligent consultation and grid-based services. With AI digital humans as a new channel, it widens access and makes public services more accessible, convenient and efficient.
Services on Mobile
Residents can handle many government services through the district's official WeChat account, on their phones
AI Digital-Human Guidance
Tap to call up a digital human for precise answers, smart search and step-by-step guidance
Services in Grid Groups
High-frequency services handled in community grid groups across levels of government, so residents can get things done close to home
Robust Knowledge Base
A large body of service materials and Q&A data behind the scenes keeps the digital humans' answers accurate and authoritative
Impact
The platform has made public services in Qiaokou markedly more efficient and convenient, lowered administrative costs and improved the business environment. Its AI digital-human service shows particular care for people with special needs and gives residents a greater sense of being well served.