Hyper-scale AI-based Civil Petition Counseling Support Service for Foreigners

Overview

Ansan City is exploring ways to enhance the efficiency and quality of civil complaint services for its foreign residents. The current system, which relies heavily on phone calls and in-person visits, faces challenges such as high dependency on human consultants and the excessive time required for staff to retrieve information. To overcome these limitations, the city aims to introduce and validate a Hyper-scale AI-powered chatbot service for complaint response.

Project description

This project establishes a Vector DB based on existing consultation casebooks and Q&A datasets to enable Hyper-scale AI-driven inquiry and response processing. This allows residents to receive faster and more accurate consultations, while human staff can focus on more complex cases.

Additionally, the system is designed to support multiple languages—including Vietnamese, Indonesian, Korean, and English—improving accessibility for foreign residents and minimizing inconveniences caused by language barriers.

Key technological features

• Service Availability: Provides 24/7/365 multilingual civil complaint services based on natural language query processing
• Knowledge Base: Trained on administrative guides from the Ministry of Justice, Ministry of Employment and Labor, and Korea Immigration Service
• Model Training Pipeline: Follows a structured workflow: Data Collection/Integration → Document Parsing → Data Structuring → Chunking Optimization (breaking data into meaningful semantic units for efficient AI processing)

Expected outcomes

The introduction of an AI-based automated consultation system is expected to significantly boost the operational efficiency of human consultants. As the AI handles basic and repetitive inquiries, the burden on staff will be reduced, creating an environment where they can concentrate on high-priority, complex problem-solving. Furthermore, decreased waiting times for residents will improve service quality and reduce overall operational costs, providing a faster and more convenient consultation experience for the foreign community.

Launch year: 2024

Attribution

Case study courtesy of the National Information Society Agency, Republic of Korea, Apolitical's Content Partner. Sourced from Use Cases of Public AI Service, Vol.2, https://eng.nia.or.kr/site/nia_eng/ex/bbs/View.do?cbIdx=31975&bcIdx=29182&parentSeq=29202