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NTHURC - A New Era of Efficiency Powered by Google Cloud
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New Taipei City Housing and Urban Regeneration Center (NTHURC), located in Xindian District, New Taipei City, is Taiwan’s incorporated administrative agency dedicated to advancing social housing and urban renewal. Through corporate management practices and leveraging private sector expertise, NTHURC aims to enhance the quality of social housing management and operations while accelerating urban renewal capabilities in New Taipei City.
Dual Hurdles in Customer Services & Internal Operations
Before the implementation of Google Cloud, NTHURC faced some critical challenges. Firstly, previous communication channels, such as Facebook chatbots, were limited by rigid, robot-like responses. This meant they couldn’t accurately understand the nuances and key phrases in citizens’ inquiries, leading to misinterpretations and irrelevant responses. Secondly, the manual transcription of meeting minutes was always a laborious and inefficient process, draining valuable time and resources. Lastly, as the scope and complexity of NTHURC’s urban renewal and social housing projects expanded, employees found themselves spending excessive time searching for pertinent information within the growing data pool.
Image Source: NTHURC Facebook
Google Cloud Empowers NTHURC AI Systems for Holistic Efficiency
In a collaborative 3-month effort, NTHURC’s AI project team has worked closely with Master Concept’s consultant team through online and in-person intensive meetings to build and launch the customized AI systems. These includes:
- Using Google Cloud Run as infrastructure, the system can automatically scale to handle the influx of traffic during rental periods, maintaining service stability.
- Dialogflow CX builds an AI customer service that serves citizens 24/7.
- Speech-to-Text service automatically converts meeting recordings into text, and Google’s 1.5 Flash large language model generates complete meeting minutes.
- Coupled with Google Vertex AI Search‘s powerful enterprise-level search capabilities, the “AI Internal Employee Assistant” greatly accelerates the administrative efficiency of the center’s employees, enhances citizen satisfaction and trust in the center, and demonstrates determination and strength in promoting innovation.
Eye-Opening Impact Delivered by Google Cloud
By learning from vast amounts of data, the AI system now provides a more human-like conversational experience, handling an average of 150 citizen inquiries daily. This reduces the burden on customer service staff and allows citizens to receive convenient service anytime, anywhere.
Additionally, the AI meeting minutes assistant has streamlined the transcription process, converting meeting audio files into text and generating key summaries in just a few minutes. This tool has already generated over 1,000 files, drastically improving meeting efficiency and information management.
Furthermore, the “AI Internal Employee Assistant,” which integrates over 15,000 internal files from all departments, allows employees to quickly find information and statistical data using intuitive verbal queries. It has significantly enhanced work efficiency, decision-making, and overall productivity, making it the most practical tool for daily work.
Master Concept has been a great collaborator throughout this project. To best serve our citizens, NTHURC is embracing AI to build a smarter and more efficient future. We’ll continue working with Master Concept to optimize our AI service systems and explore new possibilities to further enhance our services.