"24/7 Civil Complaint Response"
Gwangju City Launches Full-Scale AI Chatbot and Call Bot Services
Gwangju City in Gyeonggi Province announced on December 19 that it has completed the 'Gwangju City AI Administrative Service Construction' project utilizing generative artificial intelligence (AI) technology, and will begin pilot operations of its AI civil complaint chat robot and call bot starting from the 22nd.
'Gwangju City AI Administrative Service Construction' Project Completed. Provided by Gyeonggi Gwangju City
This project was promoted after being finally selected for the '2025 Gyeonggi-do AI Challenge Program Contest' organized by the Gyeonggi Institute of Science and Technology Promotion, thereby securing funding from Gyeonggi Province. From May to November, Gwangju City developed 'GeniusGov, Generative AI-based Chat and Call Integrated Administrative Assistant,' and conducted practical demonstrations across the city's administrative operations.
The project aims to enhance the efficiency of administrative work and provide services that citizens can tangibly experience by introducing AI-based public services. It established an automated response system for simple and repetitive civil complaints to improve convenience for citizens, and included a pilot application of AI for on-duty work. In addition, it supports the appropriateness of public officials' work by learning from open audit cases, laws, and guidelines of cities and counties in Gyeonggi Province.
The 'AI Civil Complaint Chat Robot' is installed on the official website of Gwangju City, where it understands citizens' questions, automatically classifies them to the relevant departments, and provides answers via chat. For frequently received complaints such as illegal parking enforcement and animal carcass disposal, the entire process from reporting to forwarding to the responsible department has been automated for prompt handling. The 'AI Civil Complaint Call Bot' is a voice call-based service in which an AI counselor receives and responds to civil complaint calls during nighttime and on-duty hours (18:00 to 08:30 the next day). It has learned frequently asked questions and the civil complaint manual, and also receives and forwards reports of illegal parking and animal carcass disposal by phone.
Additionally, the 'AI Audit Review' service is a function that allows public officials to pre-check whether their intended work violates audit standards, and Gwangju City is the first among local governments nationwide to implement such a system. When the work details are entered in natural language, the system analyzes relevant laws, guidelines, and audit cases from 31 cities and counties in Gyeonggi Province to provide judgments on violations, risk analysis, similar cases, and improvement procedures.
During the pilot operation period, the AI administrative services will be applied to actual civil complaint responses and internal administration to comprehensively check answer accuracy, processing speed, and user satisfaction. After further improvements, full-scale operation is planned to begin in February 2026.
A Gwangju City official stated, "As this is the first case of AI administrative services that citizens can truly experience, we will focus on stable operation and continue to expand the areas of AI adoption to realize an administration where citizens and artificial intelligence share the benefits together."
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