Research and development of intelligent question answering robot system: a case study of its application in response to COVID-19 epidemic in Jinan city

ABSTRACT

During the epidemic of coronavirus disease 2019(COVID-19), the local Centers for Disease Control were bombarded with large amounts of questions from the public and the human hotline system was unable to meet the demands. As a result, Jinan Centers for Disease Coatrd developed an "intelligent question answering robot system" to cope with this situation. This paper introduces the design of the robot system and construction and classification of the knowledge base, and evaluates its application effects. The robot system can greatly reduce pressure on the human hotline, actively record and analyze users' demands, and improve the quality and efficiency of Centers for Disease Coatrd consultation service. It is a valuable and growable operating mode of consultation service, which can provide reference for the information service in future public health events.