South KoreaPublic sector2025 – ongoingKorea Fiscal Information Service
AI contact centre for fiscal-information inquiries
Korea Fiscal Information Service introduced 24-hour automated consultation and AI assistance for advisers
Problem
Fiscal-information inquiries involved complex budget and expenditure matters. Long calls required accurate records, while customers also needed responses outside normal service hours.
Approach
KTcs began operating the AI-based contact centre in July 2025. Voicebots and chatbots provided automated responses, including at night and on holidays. Speech recognition transcribed calls, while AI recommended relevant knowledge to advisers and extracted keywords and summaries.
Results
Takeaway
The deployment combined automated responses with assistance during human-led calls. KTcs did not quantify improvements in handling time or accuracy.
Categories
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
KTcs reported that the centre began operating on July 1 with automated consultation available around the clock. Its account also described call transcription and real-time knowledge recommendations for advisers.
Full details are in the original sources.