State Grid Xiangyang Power Supply Company: AI Empowers a Leap in Service Quality and Efficiency

"Now handling business is fast and convenient! I was worried I’d have to wait in line for a long time, but to my surprise, additional staff were promptly made available," said Ms. Zhang, a customer who visited the Hongshanzui Service Hall in Laohekou, Xiangyang, Hubei Province, on July 31 to apply for a peak-valley electricity tariff adjustment. The highly efficient service that impressed Ms. Zhang was made possible by the newly launched Smart Business Hall Inspection System of State Grid Xiangyang Power Supply Company.

Staff of State Grid Xiangyang Power Supply Company Assisting Customers

Photo by Li Xin

This system enables real-time monitoring of personnel deployment across 104 service halls in Xiangyang. When a service window becomes temporarily unmanned or there is a sudden surge in customer flow, the AI algorithm swiftly detects anomalies and automatically adjusts staffing strategies. Compared with traditional manual oversight and staffing, the Smart Business Hall Inspection System delivers significant improvements in both efficiency and accuracy.

"Technological innovation should ultimately enhance customer-centric services," said the head of the Digitalization Department at State Grid Xiangyang Power Supply Company. By leveraging AI, the system achieves dynamic matching between service resources and customer needs, making front-line services more responsive to public needs. Its "zero hardware modification + precise service" model offers a replicable and scalable experience for digital transformation in the power service sector. The system is expected to be promoted more widely, further improving the overall level of service delivery.