South KoreaPublic sector2024 – ongoing

Gwangju Metropolitan City

AI Dangjigi for night and holiday complaint calls

Gwangju reported AI Dangjigi handled 86% of complaint calls over 11 months

WorkingCompany's own claim

Problem

Night and holiday duty work fatigued city employees. Compensatory leave also created gaps in daytime staffing.

Approach

Gwangju introduced AI Dangjigi in August 2024 when it abolished its existing duty system. The AI answered after-hours complaint calls and general inquiries. It also connected callers to relevant departments.

Results

86%complaint calls handled by AI Dangjigi over 11 months, per GwangjuCompany's own claim[1]

18,540calls handled out of 21,648 received, per GwangjuCompany's own claim[1]

Takeaway

The city changed staffing arrangements alongside call handling. Its reported handling rate did not separately establish caller satisfaction or resolution quality.

Sources

Gwangju City Opens a New Paradigm in Administrative Services with 'AI Dangjigi'
The Asia Business Daily28 Jul 2025News article

Source summaries

[1]The Asia Business Daily28 Jul 2025

The report relayed Gwangju's account of replacing duty arrangements with AI call handling in August 2024. The city reported 18,540 calls handled from 21,648 received over 11 months.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026