在地化AI Agent智能客服平台：推動新竹縣中小型診所數位轉型之創新研發與應用

Localized AI agent intelligence customer service platform: Promoting innovative R&D and application of digital transformation of small and medium-sized clinics in Hsinchu County

本研究提出「智慧AI Agent平台」，旨在協助新竹縣中小型診所實現數位轉型，提升營運效率與病患滿意度。平台整合語音辨識（Whisper）、自然語言處理（ChatGPT API）與知識擷取輔助生成（RAG）技術，透過模組化設計與顧問式導入，實現自動化預約管理、問答與營運分析功能。計畫鎖定新竹縣300-350家診所（含約200家牙醫診所），覆蓋市場的15%。預期效益包括減少70%人工接聽作業、提升20%預約效率與15%病患滿意度並創造經濟效益，同時促進新竹縣智慧醫療與低碳循環發展。本研究透過技術研發、實地試點與在地化推廣，驗證AI技術在中小型醫療場域的應用潛力，為地方產業創新提供示範模式。

This study proposes the ''Smart AI Agent Platform'' to support the digital transformation of small and medium-sized clinics in Hsinchu County, aiming to enhance operational efficiency and patient satisfaction. The platform integrates speech recognition (Whisper), natural language processing (ChatGPT API), and retrieval-augmented generation (RAG) technologies, utilizing a modular design and consultative implementation to enable automated appointment management, question answering, and operational analytics. The project targets approximately 300–350 clinics in Hsinchu County (including around 200 dental clinics), covering 15% of the market. Expected benefits include a 70% reduction in manual call handling, a 20% increase in appointment efficiency, a 15% improvement in patient satisfaction, and the generation of economic benefits, while promoting smart healthcare and low-carbon development in Hsinchu County. Through technology development, on-site pilots, and localized promotion, this study validates the potential of AI applications in small-scale medical settings, providing a replicable model for local industrial innovation.