Moving Beyond Button-Based Systems:
Real-Time Conversational Responses Prioritized for Civil Affairs, Welfare, and Transportation
Service Expansion to All Administrative Sectors by 2026
Aiming for a 24/7 Uninterrupted Communication Channel
Pohang's new problem-solver has arrived, equipped with an 'empathy' capability that feels even more human than a person.
Pohang City is making a bold move to introduce generative artificial intelligence (AI) technology to drive digital innovation in its administrative services.
On December 30, the city held a 'Completion Report Meeting for the Pohang City Website AI Chatbot Construction Project,' attended by city officials and experts, where it presented a blueprint for citizen-centered smart administration.
Pohang City Introduces Generative AI Chatbot That 'Conversations Like a Human'... Official Service Starts in February. Provided by Pohang City
The newly developed AI chatbot utilizes generative AI technology based on a public cloud platform. Unlike the previous button-based system that repeated preset questions and answers, the new chatbot accurately analyzes users' intentions and responds in a natural, conversational manner, just like talking to a real person.
Particular emphasis was placed on ensuring the core values of 'reliability' and 'stability' in public services. By generating answers based on official administrative information published on the Pohang City website, the system is designed to minimize unclear sources or arbitrary responses.
The city carried out the development project over a three-month period starting in October, initially prioritizing service areas with high citizen usage frequency: civil affairs (passports), welfare and environment, and construction and transportation.
During the report meeting, a demonstration was held using real civil affairs cases alongside a presentation of the project’s achievements. Attendees expressed high expectations after witnessing the generative AI's impressive response accuracy and practical potential firsthand.
The city plans to conduct a one-month pilot operation for internal staff in January next year to verify the accuracy of the data, and then officially launch the service for all citizens starting in February. Once the service is fully operational, citizens will be able to enjoy high-quality administrative services 24/7, 365 days a year, anytime and anywhere, without the need for phone consultations or department visits.
Pohang City intends to gradually expand the service scope beyond the currently applied areas-civil affairs (passports), welfare and environment, and construction and transportation-to cover all administrative sectors by 2026.
A city official stated, "The introduction of this AI chatbot will be a turning point in how citizens access administrative services," adding, "We will continue to integrate generative AI technology into various administrative areas to realize smart administration that citizens can truly experience."
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