為合資格水喉匠提供電子牌照 隨著「智方便」流動應用程式推出後，自二零二二年三月 起，我們開始提供電子牌照選項，透過網上方式向合資格水 喉匠發出數碼格式的牌照。電子牌照具有防偽特色，透過掃 瞄電子牌照上的二維碼，可以連結到水務署的持牌水喉匠名 冊，輕鬆驗證牌照及相關資料如牌照的有效期等。 提供電子牌照讓申請者可以全天候辦理網上牌照申請服務，亦 無須親身前往發牌辦事處領取傳統紙本水喉匠牌照。 Provision of Electronic Licence for Eligible Plumbers With the launch of iAM Smart mobile application (iAM Smart), we have started providing an electronic licence (e-licence) option for eligible plumbers by issuing licence in digital format through online means since March 2022. The e-licence contains security features for demonstrating its authenticity. With the QR code contained in the e-licence, relevant licence information such as the validity period can be verified with ease through an established link to the WSD’s Licensed Plumber Directory. The provision of e-licence allows applicants to obtain online licensing application services round the clock without the need to visit the licensing offices in person to get their plumber’s licences in conventional paper format. 聊天機器人和語音分析 語音生物識別和分析技術近年發展迅速。該等技術提供有效 的工具，在自動化、速度、準確性和方便的領域上，提升客 戶服務的質素。 利用含有人工智能的聊天機器人技術，我們正在開發自助聊 天機器人系統，從而提升客戶服務。該系統能迅速向客戶提 供資訊和支援，例如處理來自公眾的簡單查詢，和提供住宅 用水賬戶相關的資訊。 為了改善客戶電話諮詢中心的服務，我們亦正在開發語音分 析系統，把電話諮詢中心的電話語音記錄轉換為文字記錄。 這方面能為未來的服務提升及客戶互動，預先提供了大數 據，為部門作好準備。 Chatbot and Speech Analytics Increasingly, rapid development of voice biometrics and speech analytics technologies provides an effective tool to enhance customer service in terms of automation, speed, accuracy and availability. Leveraging the artificial intelligence (AI) chatbot technology, we are developing a self-service chatbot system to enhance customer service by providing fast access to information and support, for example to handle simple enquires from the public and provide information on domestic account related matters. With a view to improving the service of the Customer Telephone Enquiry Centre (CTEC), we are also developing a Speech Analytic System to convert the audio records of the CTEC calls to textual records, in order to provide actionable insights and big data for future service enhancement and customer engagement. 現新 Innovate 水務署 二零二一至二二年年報 WSD Annual Report 2021/22 82
RkJQdWJsaXNoZXIy MTQyNzE=