社科与实践

AI智能体协同下政务热线BPO运营重构——基于“三级漏斗”模式的案例研究

黄 丽婷

中国联通广东省分公司

李 智

中国电信韶关分公司

邢 海燕

中国联通广东省分公司

DOI: https://doi.org/10.59429/sksj.v3i9.15511

Keywords: 政务服务；热线运营；AI 智能体；三级漏斗；人机协同

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Abstract

AI 智能体嵌入后能否对热线运营带来系统性改变，现有文献尚比较缺乏实证。本文以广东、佛山、云浮等 12345 项目为例，用变革前后对比考察“三级漏斗”模型成效。数据显示，通过“前端智能分流 - 中端坐席辅助 - 末端人工兜底 - 后端治理赋能”模型，工单填单耗时下降约 80%，派单准确率相对提升约 40%，专题报告产出周期 从 3-4 天压缩至 0.5 小时，重复投诉并案率下降逾 35%，高危舆情检出率从 68% 升至 94.3%。AI 尚不能替代人工， 却已重新划分了人机分工边界。本文为 AI 在政务热线服务中的数智化应用提供参考。

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