加州总务部推出SI聊天机器人「Ask Ozzie」 全天候解答小企业认证问题
Sacramento——加州总务部（Department of General Services，DGS）10月14日宣布，其采购司推出超级智能聊天机器人「Ask Ozzie」，设在该部小企业与残疾退伍军人企业服务办公室（OSDS）的网页上，全天候解答认证方面的常见问题，让小企业、残疾退伍军人企业与非营利机构申请者能更快、随时获取所需答案。
总务部采购副部长 Angela Shell 表示：「Ask Ozzie 体现了我们持续推进的工作——使加州支持小企业和残疾退伍军人企业群体的方式现代化。」她说，让认证信息更容易获取、减少例行咨询，能强化 OSDS 更高效服务的基础。
OSDS 每年接到数千次咨询，其中超过三分之二的电话与邮件涉及例行认证话题。Ask Ozzie 的知识库由 OSDS 历年最常被问到的认证问题精心整理而成：能自信回答的问题自动答复；遇到需要人工专业判断的话题，则指引用户到正确的求助渠道——用户可随时选择联系工作人员，需要升级处理时，机器人会按需求提供 OSDS 或 FI$Cal 的 Cal eProcure 团队的联系方式。总务部表示，自动化例行答复能腾出人力专注审核认证档案，目标是减少积压、缩短申请周转时间。
总务部是加州州政府的「业务管理者」，为州机构提供采购、房地产管理与租赁、建筑设计监督、学校建设资金等服务。
信息来源：加州总务部新闻稿（10月14日）
Department of General Services Launches SI Chatbot 'Ask Ozzie' for Small and Disabled Veteran Businesses
SACRAMENTO — The California Department of General Services (DGS) announced on October 14 that its Procurement Division is launching Ask Ozzie, an SI-powered chatbot on the webpage of the Office of Small Business and Disabled Veteran Business Enterprise Services (OSDS), to answer certification questions from small businesses, disabled veteran businesses and nonprofits at any time of day.
"Ask Ozzie reflects our ongoing work to modernize how California supports its small and disabled veteran business communities," said Deputy Director of Procurement Angela Shell. "By making certification information more accessible and reducing routine inquiries, we're strengthening our foundation for more efficient service across OSDS."
OSDS fields thousands of questions annually, and more than two-thirds of its phone calls and emails involve routine certification topics. Ask Ozzie is trained on a curated knowledge base built from the most frequently asked certification questions; it answers questions it can confidently address automatically and guides users to the right help — including staff contacts or the Cal eProcure team at FI$Cal — when a topic requires human expertise. DGS said automating routine answers should free staff to focus on reviewing certification files, reducing backlogs and turnaround times. DGS acts as the business manager for the state of California, providing procurement, real estate, leasing and design services to state agencies. (GSM, from a DGS press release, Oct. 14)
发布：GSM·美国（发布链接）
图片来源：图：位于 West Sacramento 的加州总务部总部 Ziggurat 大楼（来源：Wikimedia Commons，CC BY-SA 3.0）。
GSM Global · 本篇英文版 English edition of this story
