120 Dasan Call Center 15th Anniversary and Foundation 5th Anniversary Marked by New Vision Declaration

Since its establishment in 2007, the leading public call center handling administrative consultations for Seoul City and 25 districts
Announcing the vision 'Dasan Call 2.0' to lead the 4th Industrial Revolution with AI-consultant collaboration and big data analysis systems

[Asia Economy Reporter Lim Cheol-young] The 120 Dasan Call Foundation announced on the 21st that it will hold a simultaneous online and offline vision declaration ceremony for "Dasan Call 2.0" on the 22nd, marking the 15th anniversary of the establishment of the 120 Dasan Call Center and the 5th anniversary of the foundation's establishment.

The 120 Dasan Call Center handles administrative consultations and civil complaint receptions related to Seoul city affairs 24/7, 365 days a year through seven channels: phone, text, chatbot, mobile app, sign language, foreign languages, and SNS. The representative numbers of 25 district offices, health centers, and the waterworks office number 121 are all connected to the 120 Foundation counselors.

Last year, the total number of consultations at the 120 Dasan Call Center was 7.51 million (an average of 20,000 per day), with COVID-19 consultations accounting for 1.99 million, representing 26.5% of all consultations. At this vision declaration ceremony, the new vision "Dasan Call 2.0" will be announced to achieve zero waiting time, 100% response rate, and 100% satisfaction.

The new vision includes △ establishing an AI-counselor collaboration system where artificial intelligence handles simple and repetitive inquiries while counselors focus on complex and in-depth consultations △ improving the work environment through a hybrid smart work system that combines remote telecommuting and the construction of a safe government building (remodeling).

The foundation plans to absorb more than 50% of the total consultation demand through AI consultations and build a system that analyzes consultation big data in real time for administrative feedback and consultation work. Additionally, it will expand remote telecommuting and remodel the workspace for counselors working in the building to establish an uninterrupted consultation system regardless of any variables and dramatically improve work efficiency.

The vision declaration ceremony will be held on the 22nd in the lobby on the first floor of the 120 Dasan Call Foundation and simultaneously on the metaverse platform "Gather Town." The ceremony will also include the appointment of the operation advisory group, the inauguration of new employees, and awards for outstanding employees in celebration of the foundation's anniversary. Prior to the event, executives, employees, and guests will participate together in a social contribution activity involving local environmental cleanup.

Lee I-jae, Chairman of the 120 Dasan Call Foundation, said, “The 120 Dasan Call Foundation will innovate consultation services by actively utilizing artificial intelligence technology for smart management innovation, transforming from a labor-intensive service industry into a cutting-edge information industry.” He added, “We will become the 120 that runs again as a communication contact center of a safe city Seoul, capable of providing immediate and clear responses to citizens’ inquiries anytime and anywhere, and ensuring uninterrupted consultations even in any disaster or emergency situation.”

This content was produced with the assistance of AI translation services.