Gyeonggi Province to Build AI-Based 120 Gyeonggi Province Call Center by 2026

[Suwon Ilbo=Park No-hun Reporter] Gyeonggi Province will build an AI-based 120 Gyeonggi Province Call Center by 2026.

According to the province on the 19th, the AI 120 Gyeonggi Province Call Center, which will handle consultations for residents, is expected to utilize visual ARS, chatbots, and voicebots for simple civil complaints and public service use and reservations.

By providing swift and accurate guidance, counselors will be able to focus solely on specialized consultations, thereby delivering higher-quality consultation services.

Additionally, it will prevent situations such as call connection delays or unresponsiveness in advance, increase consultation response rates, and create a 365-day, 24-hour life consultation guidance system environment.

In cases of malicious complaints, artificial intelligence incorporating speech-to-text technology (STT) that converts voice to text and text analysis technology (TA) will recognize verbal abuse expressions, automatically block identified abusive voice, and convert it to text, thereby reducing counselors' emotional labor and stress.

Furthermore, existing counselors will transition from simple and repetitive consultation tasks to become experts in training artificial intelligence with residents' requests, and this is expected to generate synergy effects leading to quality job creation.

The province completed the 'AI-based 120 Gyeonggi Province Call Center Operational Efficiency Gyeonggi Province-KT Joint Research' at the Gyeonggi Provincial Government Office on the 18th and announced the research results.

The briefing was attended by about 20 officials including Vice Governor for Administration Oh Byeong-gwon and KT Gangnam Customer Business Division Head Sung Won-je.

The Gyeonggi Province-KT joint research was conducted for approximately three months following the conclusion of a joint research agreement in February, comprehensively analyzing and diagnosing the 120 Gyeonggi Province Call Center to derive strategic and implementation tasks for leaping forward as the province's representative communication channel.

The province plans to divide the derived detailed implementation tasks into short-term, medium-term, and long-term tasks and execute them in stages to complete the AI-based 120 Gyeonggi Province Call Center by 2026.

The 120 Gyeonggi Province Call Center, located at the Gyeonggi Provincial Government Office Old Building in Paldal-gu, Suwon, currently has 81 counselors processing approximately 2,000 consultations daily regarding various Gyeonggi provincial affairs, civil complaint guidance, and inconvenience reports 24 hours a day, 365 days a year.