Dong-gu, Jeonnam-Gwangju Responds to Nighttime and Holiday Complaints with AI On-call System

AI Handles Initial Reception, On-call Staff Monitor in Real Time

On September 9, Dong-gu, Jeonnam-Gwangju Metropolitan Special City announced that it is operating the 'Conversational AI On-call System', which allows AI to initially receive and respond to civil complaints during night hours and holidays. This system has improved the efficiency of handling civil complaints and increased employee satisfaction.

Scenery of Dong-gu, Gwangju, Jeonnam.

The 'Conversational AI On-call System', which has been in operation since May, moves away from the conventional approach where on-call staff handled all civil complaint calls directly. Instead, AI now communicates directly with complainants, initially receiving and guiding complaints. On-call staff can monitor the conversation between the AI and the complainant in real time and can immediately intervene and take follow-up action if necessary.

When a complainant calls the on-call office, the AI converses to understand the content of the complaint and provides the necessary information. The on-call staff reviews the conversation in real time and intervenes in the call immediately if there is an incorrect response or if further judgment is required. Complaints that are urgent or require on-site response are followed up with actions such as dispatching personnel, notifying companies, or informing relevant departments.

Notably, the system goes beyond simple call handling by classifying major, recurring civil complaints by type and connecting them to processing procedures, thereby enhancing the efficiency of on-call operations.

When the AI classifies complaints such as illegal parking, garbage, noise, and issues related to animals by type, the on-call staff check the details and process them according to the on-call manual.

For illegal parking complaints, a text message is automatically sent to enforcement officers. Complaints about animal carcasses or roadkill are forwarded to a dedicated mobile phone and shared in a group chat with relevant organizations. This streamlines the entire work process from complaint intake to follow-up action.

Before establishing the system, Dong-gu analyzed existing on-call logs to identify the types and processing procedures of complaints that are repeatedly made during night hours and holidays, incorporating this data into AI scenario development. Based on actual complaints arising in administrative settings, the roles of AI, points of staff intervention, and subsequent handling processes were designed so that the system could be effectively utilized in the field.

As a result, routine and repetitive complaint intake and guidance are now managed by AI, while public officials can concentrate on urgent situations and tasks that require human judgment, creating an efficient work system.

Employees’ reactions have also been positive. In a satisfaction survey conducted in July, the AI On-call System received an average score of 8.9 points, and the approval rate for system expansion reached 92.3%.

Moving forward, Dong-gu will continue to analyze the operating results of the AI On-call System to refine response scenarios by complaint type, expand resident-oriented administrative services that utilize AI technology, and promote internal innovation in work processes.

Im Taek, the head of Dong-gu District Office, stated, "The key is to combine the speed of AI and the judgment of public officials so that employees can focus on more important work and citizens are provided with more convenient and prompt administrative services." He added, "We will continue to actively utilize AI in administrative operations to innovate work practices and realize the vision of 'smart administration working together with AI' that enhances daily life for our residents."

This content was produced with the assistance of AI translation services.