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[1]丁勇蔡秀军庞晓燕朱慧兰赵钫婷.大语言模型驱动的医疗服务数字化转型：“邵医通”智能语音客服的构建逻辑与实践启示[J].中国卫生质量管理,2026,33(1):55-58.[doi:10.13912/j.cnki.chqm.2026.33.1.12]
　DING Yong,CAI Xiujun,PANG Xiaoyan.Digital Transformation of Healthcare Services Driven by Large Language Models: the Construction Logic and Practical Implications of the "ShaoYiTong" Intelligent Voice Customer Service[J].Chinese Health Quality Management,2026,33(1):55-58.[doi:10.13912/j.cnki.chqm.2026.33.1.12]

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大语言模型驱动的医疗服务数字化转型：“邵医通”智能语音客服的构建逻辑与实践启示

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R] 卷: 33 期数: 2026年1期页码: 55-58 栏目: 质量与信息化出版日期: 2026-01-15

Title:: Digital Transformation of Healthcare Services Driven by Large Language Models: the Construction Logic and Practical Implications of the "ShaoYiTong" Intelligent Voice Customer Service

作者:: 丁勇蔡秀军庞晓燕朱慧兰赵钫婷; 浙江大学医学院附属邵逸夫医院

Author(s):: DING Yong; CAI Xiujun; PANG Xiaoyan; Sir Run Run Shaw Hospital,Zhejiang University,School of Medicine

关键词:: 大语言模型; 语音客服; 数字化转型; 患者体验; 智慧医院

Keywords:: Large Language Model; Voice Customer Service; Digital Transformation; Patient Experience; Smart Hospital

分类号:: R197.323

DOI:: 10.13912/j.cnki.chqm.2026.33.1.12

文献标志码:: B

摘要:: 目的探索智能语音客服在改善患者就医体验中的应用路径。方法基于大语言模型，融合语音识别、语音合成、检索增强生成等人工智能技术，集成了情感计算算法，研发出“邵医通”智能语音客服系统，支持智能导诊、号码查询、就医咨询、体检预约、检查改约、投诉管理、健康科普及非医疗问题响应等八项核心功能。结果系统上线后，高峰期接通率达100%，最高单月服务超2万次；患者沟通时使用自然语言交互的占比达81%，首次会话解决率达85%；系统在非工作时段及节假日的服务量占比达31%。结论智能语音客服系统的应用提升了服务效能，改善了患者就医体验，其人机协同、以小见大的设计思路也为医院数字化转型提供了参考。

Abstract:: ObjectiveTo explore the application pathways of intelligent voice customer service in improving patients’ healthcare experience.MethodsBased on large language models, an intelligent voice customer service system named "ShaoYiTong" was developed by integrating artificial intelligence technologies such as automatic speech recognition, text to speed, retrieval augmented generation, and emotional computing algorithms. The system supports eight core functions, including intelligent triage, phone number inquiry, medical consultation, physical examination appointment, examination rescheduling, complaint management, health education, and non-medical issue response.ResultsAfter the system’s launch, the connection rate during peak hours reached 100%, with a highest monthly service volume exceeding 20 000 interactions. Natural language interaction accounted for 81% of patient communications, and the first-contact resolution rate reached 85%. Additionally, 31% of services were delivered during non-working hours and holidays.Conclusion The application of the intelligent voice customer service system enhanced service efficiency and improved patients’ healthcare experience. Its human-machine collaboration design and scalable approach provide references for hospital digital transformation.

参考文献/References:

［1］国家卫生健康委, 国家中医药局.关于开展改善就医感受提升患者体验主题活动的通知:国卫医政发〔2023〕11号［EB/OL］.(2023-05-23)［2025-02-18］.http://www.nhc.gov.cn/yzygj/s3594q/202305/723c7 a3456e94dcf8f7ea1ada30ba472.shtml.［2］中共中央国务院.“健康中国2030”规划纲要［EB/OL］.(2016-10-25)［2025-02-18］.https://www.gov.cn/xinwen/2016-10/25/content_5124174.htm.［3］国家卫生健康委办公厅,国家中医药管理局办公室.关于印发公立医院高质量发展评价指标（试行）的通知:国卫办医发〔2022〕9号［EB/0L］.(2022-07-31)［2025-02-18］.http://www.nhc.gov.cn/yzygj/s3594q/202207/3324136 282364655baa64f6e 84fe0792.shtml.［4］TOPOL EJ. High-performance medicine: the convergence of human and artificial intelligence［J］.Nature Medicine,2019,25(1):44-56.［5］何梅，谭君，王海燕，等.基于改善患者就医体验的门诊服务模式构建与效果分析［J］.中国卫生质量管理，2024，31(10):14-17.［6］徐宁,赵文涛.医院智慧客服系统的设计与应用［J］.中国卫生信息管理杂志,2022,19(2):276-280.［7］姚永刚,朱杰,鞠鑫.智能助理系统在卫生热线业务中的应用及探索［J］.中国数字医学,2023,18(2):112-115.［8］李晶,邹佩琳,冉懋君.全媒体多渠道医院智能客服云平台建设与应用［J］.中国卫生信息管理杂志,2025,22(4):599-604.［9］陈烨，袁骏毅，侯旭敏，等.运用一站式智能导医平台改善患者就医体验［J］.中国卫生质量管理，2024，31(5)：54-57.［10］熊晶晶，黄云云，王维帅，等.基于服务蓝图理论的移动O2O门诊医疗服务流程研究［J］.中国医院管理，2021,41(2):65-69.［11］白培发，黄宗浩，王奕.大模型在智慧医院的应用研究综述［J］.计算机应用与软件，2024，41(7):1-5, 19.

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更新日期/Last Update: 2026-01-15