Seoul City Opens Water Supply Consultation Chatbot 'ArisuTalk'... AI Consultation Support and Civil Complaint Analysis

24/7 Response to 43 Types of Water Supply Complaints Including Moving Settlement and Fee Inquiries
AI Listens to Consultation Conversations and Suggests Recommended Answers... Enhancing Phone Consultation Quality
Collecting and Analyzing Consultation Big Data with the 'Minwon Statistics Analysis System'

[Asia Economy Reporter Lim Cheol-young] The Seoul Metropolitan Waterworks Authority announced on the 5th that it has launched three AI-based civil complaint systems, including the KakaoTalk chatbot service ‘ArisuTalk’.

Seoul aims to provide easier and more convenient tap water civil complaint services by operating the conversational chatbot ‘ArisuTalk’, an AI consultation assistant, and a ‘Civil Complaint Statistical Analysis System’ that detects issues early through big data on civil complaints.

From now on, users can consult about tap water civil complaints anytime, 24 hours a day, by entering desired keywords or pressing menus in the chat window via ‘ArisuTalk’. It offers 43 types of services, including frequently asked inquiries such as moving settlement, bill inquiry, and automatic payment application. When users input questions in words or sentences in the chat window, the AI-based ‘ArisuTalk’ provides the optimal answers. An auto-completion feature has been introduced so that users can find the desired answers by typing just one word.

‘Moving settlement,’ which accounts for 25.9% (370,000 cases) of Seoul’s tap water civil complaints, is expected to resolve the inconvenience faced by citizens who had difficulty connecting with consultation staff during moving seasons or auspicious days through this non-face-to-face chatbot service.

Along with ‘ArisuTalk,’ an ‘AI Consultation Assistant’ has been established to support the work of consultation staff and improve the quality of telephone consultations. AI automatically analyzes call content and suggests recommended answers, enabling accurate and prompt consultations.

A ‘Civil Complaint Statistical Analysis System’ that systematically collects and analyzes consultation big data has also been established. It plans to use the analysis of water quality complaints and tap water inconvenience consultations to predict water quality incidents and improve tap water services. It will be used to proactively provide tap water services desired by citizens by systematically analyzing data from various civil complaint channels such as the internet and telephone.

Kim Tae-gyun, head of the Waterworks Authority, said, “We aim to provide high-quality civil complaint services through the establishment of an AI and big data-based waterworks civil complaint response system,” and added, “We hope many people will use ArisuTalk.”