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

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中图分类号：R197.323 文献标识码：B

DigitalTransformationof HealthcareServicesDrivenbyLargeLanguageModels：theConstructionLogicandPracticalImplicationsof the"ShaoYiTong"Intelient Voice CustomerService/DINGYong，CAI Xiujun，PANG Xiaoyan，etal.//Chinese HealthQuaityManage ment，2026，33（1） ：55-58

Abstract Objective To explore the application pathways of intelligent voice customer service in improving patients'healthcare experience.MethodsBased on large language models，an inteligent voice customer service system named "ShaoYiTong" was developed by integrating artificial inteligence technologies such as automatic speech recognition，text to speed，retrieval augmented generation，and emotional computing algorithms.The system supports eight corefunctions，including inteligent triage，phone number inquiry，medical consultation，physical examination appointment，examination rescheduling，complaint management，health education，and non一medical isue response.Results After the system's launch，the connection rate during peak hours reached 100% ，with a highest monthly service volume exceeding 2o Ooo interactions. Natural language interaction accounted for 81% of patient communications，and the first一contact resolution rate reached 85% . Additionally， 31% of services were delivered during non-working hours and holidays.ConclusionThe application of the intellgent voice customer service system enhanced service eficiency and improved patients'healthcare experience.Its human-machine collaboration design and scalable approach provide references for hospital digital transformation.

Key words Large Language Model； Voice Customer Service;Digital Transformation； Patient Experience； Smart HospitalFirst-author's address Sir Run Run Shaw Hospital，Zhejiang University，School of Medicine，Hangzhou， Zhejiang，310016，China

当前，我国医疗服务体系正在经历从“以治病为中心”向“以健康为中心”的系统性变革，患者需求从单一诊疗延伸至全流程便捷服务。（剩余5959字）