ChinaLogistics and transport2019 – ongoing

Shandong Hi-Speed

AI voice answering for the 96659 highway hotline

Shandong Hi-Speed's voice robots handled more than 50% of highway hotline inquiries

WorkingCompany's own claim

Problem

The 96659 highway customer hotline needed capacity to answer motorists' inquiries.

Approach

Shandong Hi-Speed led a research and application project using AI voice interaction on its existing hotline. By September 2019, voice robots were handling more than 50% of inquiry business.

Results

50%+share of inquiry business handled by intelligent robots, reported by the transport departmentCompany's own claim[1]

2,000+calls answered daily on average by the robotsCompany's own claim[1]

90%reported recognition accuracyCompany's own claim[1]

Takeaway

The reported inquiry share measured service coverage. The separate recognition accuracy figure did not establish how often callers received a complete answer.

Sources

简讯
Shandong Provincial Department of Transport4 Sep 2019Government publication

Source summaries

[1]Shandong Provincial Department of Transport4 Sep 2019

The department reported operating voice robots on Shandong Hi-Speed's 96659 hotline. It gave an inquiry share above 50%, more than 2,000 calls daily and recognition accuracy of 90%.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026