Establishing an AI-Based Civil Complaint Response System
Enhancing Public Communication through Big Data Analysis
Korea Expressway Corporation has been selected as an "Excellent" institution for the second consecutive year in the "2024 National Sinmungo Civil Complaint Handling Public Institution Status Inspection" organized by the Anti-Corruption and Civil Rights Commission.
The National Sinmungo status inspection is a system that evaluates the level of civil complaint handling by 285 public institutions with the aim of strengthening communication with the public.
The main evaluation criteria include: ▲Compliance rate with processing deadlines ▲Speed of receipt and transfer ▲Provision rate of person-in-charge information ▲Civil complaint satisfaction ▲Unprocessed complaints, among a total of six items. Based on the overall score, institutions are graded as "Excellent," "Average," or "Insufficient."
Korea Expressway Corporation handled a total of 4,433 civil complaints last year and achieved a comprehensive score of 88.17 points, significantly surpassing the public institution average (79.21 points), thereby maintaining its "Excellent" rating.
In particular, Korea Expressway Corporation has gone beyond simply receiving complaints by analyzing VOC (Voice of Customer) data generated in online spaces such as news comments and social media, and has focused on systematizing and accelerating complaint responses by establishing an automated classification and response system utilizing artificial intelligence (AI).
A representative from Korea Expressway Corporation stated, "Handling civil complaints is not just about providing responses, but a process of building trust with the public," and added, "We will continue to further refine our digital-based civil complaint handling system to strengthen practical communication with the public."
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