Improve Citizen Service and Efficiency with GenAI and LLMs

Background

When a city government introduces a new policy, it typically requires many customer service representatives to understand its specifics in order to address public inquiries. Implementing a generative AI-powered human-robot collaboration system in a citizen helpline can significantly boost efficiency, availability, accuracy, and service personalization. This technology streamlines resource allocation, scales to handle increased demand, and offers valuable insights through data analysis. As a result, it enhances the overall experience for citizens, ensuring they receive accurate and timely information while freeing up human representatives to focus on more complex tasks.

Challenges

The city government faced several obstacles in adopting AI technology: 

Technical Infrastructure and Expertise: Implementing AI requires advanced technical infrastructure and skilled personnel, which can be costly and challenging to acquire and maintain. 

Bias in Response: LLMs can inherit biases from their training data, leading to biased or discriminatory responses. This can lead to misunderstandings and complaints from citizens, damaging trust and credibility. 

Continuous Training and Updates: LLMs need regular updates and retraining to keep up with new policies, regulations, and emerging issues. This requires ongoing investment in data collection and model improvement.

Advantech Solutions

To overcome these challenges, the customer chose the AIR-520 LLM fine-tuning solution, which includes the following components: 

AIR-520 Edge AI Server System with aiDAPTIV+ ai100 AI SSD: This server-grade system, equipped with the ai100 SSD and patented middleware, provides a simple and cost-effective solution for in-house model training and fine-tuning. 

No-Code GUI for Model Fine-Tuning: A user-friendly, no-code graphical user interface (GUI) enabled the customer to fine-tune AI models with local datasets, enhancing the quality and accuracy of the generated content.

ISV Collaboration for Customized On-Premises LLM: Combined with customized LLM services provided by our ISV partner, Advantech helped the customer remove technical barriers by offering a comprehensive package that enables quick market entry without compatibility or integration issues. The integrated solution automates the training process, expedites deployment, and continuously improves service quality by collecting historical Q&A and content corrections at the edge.

Benefits

• Freeing Up 80% of Human Resources: By handling routine inquiries, LLMs allow human customer service representatives to focus on more complex, high-priority cases that require human judgment and empathy. 
• 24/7 Availability: LLMs running on AIR-520 provide round-the-clock support, ensuring that citizens can receive assistance at any time, even outside of regular office hours. This enhances accessibility and responsiveness. 
• Validated Turnkey Solution: Advantech and the ISV provided an integrated, end-to-end solution to ensure smooth development, deployment, and continuous improvement.