Complete Overhaul of Night and Holiday Duty Civil Complaint Response System
Seogu District in Gwangju has become the first among basic local governments in the Honam region to introduce an "AI Duty Bot" utilizing artificial intelligence voicebot technology, completely overhauling its night and holiday duty civil complaint response system.
According to Seogu District on December 15, this initiative was implemented in line with the government's policy direction of "expanding remote and integrated duty shifts and strengthening AI-based civil complaint response systems," aiming to improve working conditions for public officials and enhance convenience for residents.
The "AI Duty Bot" is a system in which artificial intelligence automatically responds to and receives repetitive and standardized civil complaints related to daily inconveniences, such as illegal parking, roadkill animal carcasses, animal rescues, noise, fugitive dust, odors, waste disposal, and road damage.
Accordingly, when residents call outside Seogu District Office operating hours, the voicebot will initially answer the call and respond to the complaint, connecting to the on-duty staff if necessary.
With this measure, repetitive complaints can be handled in real time by artificial intelligence, allowing on-duty public officials to focus on complaints requiring urgent judgment and follow-up actions. This is expected to further improve the consistency and efficiency of civil complaint handling.
Jeon Youngchae, Director of Administration and Finance, stated, "The AI Duty Bot is an example of proactively applying the government's duty system reform direction to the local administrative field," adding, "We will continue to pursue administrative innovation that both staff and residents can truly experience."
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