现代信息科技2026，Vol.10Issue(15)：27-33,7.DOI:10.19850/j.cnki.2096-4706.2026.15.006
基于BERT模型的政务热线诉求智能分类与应答系统研究
Research on Intelligent Classification and Response System for Government Service Hotline Demands Based on BERT Model
刘志刚 1赵小慧2
作者信息
- 1. 中国联合网络通信有限公司东莞市分公司,广东 东莞 523000
- 2. 中国联合网络通信有限公司广州市分公司,广东 广州 510000
- 折叠
摘要
Abstract
With the advancement of digital government and the reform of expedited public appeal processing,government service hotlines face dual challenges:accurately processing massive public appeals and deriving deep data insights.To address these,this research designs and implements an intelligent classification and response system for government hotlines based on the pretrained BERT model.The core innovation lies in proposing a hybrid intelligent processing architecture that combines deep semantic understanding with business rule verification and introducing a backend AI analysis agent.Experiments on a real-world government dataset containing 120 000 annotated samples show that the system achieves a macro-averaged F1 score of 91.8%for classification,with 95%of requests complete within an end-to-end response time of under 200 ms.The system significantly improves the processing efficiency and security of government service hotlines,offering a practical technical pathway for the intelligent upgrade of government hotlines and the modernization of governance capacity.关键词
政务热线/BERT模型/规则引擎/AI智能体/智能分类Key words
government service hotline/BERT model/rule engine/AI agent/intelligent classification分类
信息技术与安全科学引用本文复制引用
刘志刚,赵小慧..基于BERT模型的政务热线诉求智能分类与应答系统研究[J].现代信息科技,2026,10(15):27-33,7.
