Liaoning Province's 12345 hotline platform has officially launched the "Public Aspiration Intelligent Agent 3.0," integrating vertical artificial general intelligence (AGI) technology into government services and marking a new phase for the province's public service hotline system.
The upgraded system builds on existing functions by introducing self-learning and continuous iteration capabilities, allowing it to automatically calibrate analysis models and dynamically adjust early warning thresholds based on a vast repository of public complaint data. This empowers the platform to support intelligent analysis and dispatch in critical areas such as social risk assessment and early warning, facilitating rapid detection and closed-loop handling of public concerns.
Prior to this update, the intelligent agent had already demonstrated strong performance, achieving an intelligent dispatch accuracy rate exceeding 90% and reducing response times for public inquiries by 30%. In risk early warning scenarios, version 3.0 conducts routine monitoring of hotline requests across the province. It can automatically trigger alerts for abnormal situations and perform cross-domain analysis that combines complaint data with external hot topics. This approach not only reports on what has occurred but also uncovers underlying causes and forecasts future trends in both the volume and composition of requests.
For risk prevention and control, the new version implements unified monitoring across four categories of risks: natural disasters, accidents and disasters, public health incidents, and social security issues. By leveraging semantic understanding to capture risk signals and cross-referencing them with online public opinion, it automatically escalates the risk level when issues emerge simultaneously both online and offline. Every warning deviation and handling outcome are fed back as training samples, driving continuous optimization of the underlying model.
The swift deployment of version 3.0 is supported by a robust data foundation built over two decades of operation. The platform has amassed over 400 million public complaint records across the province, which provide essential training material for the large language model and enhance the agent's decision-making capabilities.
Furthermore, the intelligent agent operates on the locally developed "Xiaoning Generative AI Service" government model. It employs a dual-engine architecture combining knowledge graphs with a large language model, while establishing a secure and compliant system that ensures data does not leave the domain and remains usable yet invisible. This framework safeguards the security of government data while simultaneously unlocking its value.
In May of this year, the "Xiaoning Generative AI Service" was officially registered with the Cyberspace Administration of China, becoming the first approved government large-model application in Liaoning Province.
The director of the Liaoning "AI + 12345" Joint Laboratory, Zhang Shijia, emphasized that the true value of general artificial intelligence lies in improving the user experience. "When citizens call the 12345 hotline, their concerns must be perceived more quickly and resolved more efficiently," he said. At present, the "Public Aspiration Intelligent Agent 3.0" is operating smoothly on the platform, and future iterations will continue to refine its performance and enhance service efficiency through practical application.