摘要
目的构建献血咨询服务系统,实现对标准化问题的自助解答。方法基于检索增强生成技术,构建无偿献血专属知识库,依托大语言模型的自然语言对话能力,开发献血咨询服务系统。结果系统运行4个月以来,血费报销和献血知识咨询量较同期减少5.37%和2.73%,表彰政策咨询量比上一个表彰年度减少28.89%。结论基于大语言模型和检索增强生成技术构建的献血咨询服务系统,可以有效缓解人工客服工作压力,具有一定应用推广价值。
Objective To construct a blood donation consultation service system that enables self-service answers to standardized questions.Methods Based on retrieval-augmented generation technology,an dedicated knowledge base for voluntary blood donation was established.Leveraging the natural language dialogue capabilities of large language models,a blood donation consultation service system was developed.Results Since the system's operation for four months,the volume of inquiries regarding blood fee reimbursement and blood donation knowledge has decreased by 5.37%and 2.73%,respectively,compared to the same period.Additionally,inquiries about commendation policies have decreased by 28.89%compared to the previous commendation year.Conclusion The blood donation consultation service system,constructed based on large language models and retrieval-augmented generation technology,can effectively alleviate the workload of human customer service representatives and holds significant potential for broader application and promotion.
作者
李大玮
陈委娜
单晓丽
刘鹏
焦淑贤
LI Dawei;CHEN Weina;SHAN Xiaoli(Qingdao Blood Center,Qingdao,Shandong,266071,China;不详)
出处
《中国卫生质量管理》
2026年第3期67-70,共4页
Chinese Health Quality Management
基金
青岛市2023年度医药卫生科研指导项目(编号:2023-WJZD188)。
关键词
大语言模型
检索增强生成技术
无偿献血
献血咨询
献血服务
Large Language Model
Retrieval-Augmented Generation Technology
Voluntary Blood Donation
Blood Donation Consultation
Blood Donation Service
