Applying AI-Based Domain-Specific Semantic Search Function to Family Register Administration at the Municipal Office of the Osaka City Government

摘要

Points of contact for customers such as reception counters and call centers tend to have high staff turnover.Therefore, they must handle customer inquiries and leverage knowledge with competence without having the expertise of experienced staff.There are two ways to respond to the knowledge utilization needs: by means of FAQ and by leveraging structured knowledge information.Fujitsu has recently had an opportunity to offer the Osaka City Government in Japan its AI technology for domain-specific semantic search function.With this technology, necessary information can be identified from a large volume of data concerning family register administration and work manuals.Then it enables staff members without extensive expertise to efficiently handle their administrative work regarding family registers.It also eliminates the need to prepare the enormous learning data necessary to leverage FAQ.This paper explains the domain-specific semantic search function and describes the case in which it was introduced at the Osaka City Government.