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Seoul expands AI chatbot messaging service for public inquiries
The Seoul Talk messaging app has taken on the role of a “city-wide secretary” for the citizens and can deal with public inquiries and complaints covering 54 areas.
The Seoul Metropolitan Government (SMG) has announced plans to expand its artificial intelligence (AI) chatbot service on “Seoul Talk”, a city messaging service available on Korean mobile messaging app Kakao Talk.
Performing the role of a “city-wide secretary” for residents, Seoul Talk will deal with public inquiries and complaints covering 54 areas across five sectors: housing, safety, welfare, transportation, and the environment.
Public services
Through such services, City officials hope to provide quality service and ensure the convenience of Seoul residents. AI consultants available on the nation’s largest messaging app grant citizens access to automated responses on 420 types of administrative information in the city, 24 hours a day. They include filing on-site civil complaints as well as making reservations for public services.
Since February 2020, Seoul has been operating the service as an online communications channel, with currently some 170,000 subscribers.
“Seoul Talk has taken on the role of a city-wide secretary for the citizens, providing a wide range of 24-hour services from city administrative affairs to filing applications”
Once Seoul receives a notification of a parking complaint, the AI’s robotic process automation (RPA) will locate the site from where the complaint originated and assign the matter to relevant autonomous districts.
The AI sorting through and assigning these complaints has cut down the time and the burden on a consultant who previously had to sift through the myriad of tasks and grievances.
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According to SMG, the AI has cut down on some 200 hours in associated procedures and is expected to slash time by some 600 hours once the service is expanded.
SMG claims Seoul Talk resolves 16 per cent of cases usually filed through the 120 city information service hotline. It reports the most sought-after inquiries on Seoul Talk largely focus on Covid-19 testing, vaccine reservations and inoculations, and disaster relief payouts.
“Seoul Talk has taken on the role of a city-wide secretary for the citizens, providing a wide range of 24-hour services from city administrative affairs to filing applications,” said Park Jong-soo, director general of smart city policy at the Seoul Metropolitan Government.
“The city plans to offer enhanced intelligent services by making use of AI technology and expanding areas where it can be applied.”
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How does Seoul Talk AI chatbot improve public inquiry response times?What sectors does Seoul Talk cover for citizen complaints and inquiries?How does robotic process automation assign complaints to autonomous districts?In what ways has Seoul Talk reduced workload for city consultants?Which public services are most frequently accessed through Seoul Talk?AI and Machine Learningchatbotcitizen engagementGovernance and CitizenKoreaPolicy MakingregulationSeoulSeoul Metropolitan Government
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