South KoreaPublic sector2025 – ongoingSejong Special Self-Governing City
AI voice counselling for the 120 municipal hotline
Sejong's municipal hotline reported a 100% answer rate after adding AI voice counselling
Problem
Residents faced waits for municipal information. Holiday staffing provided less human capacity than ordinary weekdays.
Approach
Sejong introduced AI counselling at its 120 hotline in late April 2025. The voicebot answered routine questions, including passport requirements, around the clock. A reporter observed it responding to a caller.
Results
Takeaway
Routine questions could be handled while human staffing was lower on a holiday. The answer rate did not measure whether each enquiry was resolved correctly.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
A reporter observed AI counselling on Sejong's hotline. The centre manager reported a 100% answer rate, and the report described holiday operation with 5 human counsellors, half the weekday staffing.
Full details are in the original sources.