Gyeonggi-do to Establish AI-Based '120 Call Center' by 2026

Gyeonggi Province will gradually establish an AI-based call center by 2026. On the 18th, Oh Byeong-kwon, the First Deputy Governor of Gyeonggi Province, took a commemorative photo after signing an agreement with KT officials.

Gyeonggi Province will establish the '120 Gyeonggi-do Call Center,' which handles resident consultation services based on artificial intelligence (AI) by 2026.

On the 18th, Gyeonggi Province held a research result presentation at the Gyeonggi Provincial Office after completing the 'AI-based 120 Gyeonggi-do Call Center Operation Efficiency Gyeonggi-KT Joint Research.'

Earlier, in February, Gyeonggi Province signed an agreement with KT and conducted a three-month joint research to comprehensively analyze and diagnose the 120 Gyeonggi-do Call Center, deriving strategic tasks and implementation tasks to elevate it as the representative communication channel of Gyeonggi Province.

The strategic tasks include new customer experience, consultation work efficiency, and AI contact center establishment. Detailed implementation tasks for each strategic task are ▲Visible ARS ▲Chatbot + Live Chat ▲Voicebot ▲AI consultation assist ▲Voice authentication ▲AI contact center infrastructure establishment ▲Formation of a dedicated AI contact center organization.

Gyeonggi Province plans to execute the derived detailed implementation tasks in short-, medium-, and long-term phases to complete the AI-based 120 Gyeonggi-do Call Center by 2026.

Oh Byeong-kwon, the first deputy governor of Gyeonggi Province, stated, "We expect the phased establishment of the AI-based 120 Gyeonggi-do Call Center to become a unique representative communication channel of Gyeonggi Province and a 120 Gyeonggi-do Call Center that makes both residents and counselors happy."

Meanwhile, the 120 Gyeonggi-do Call Center, located in the old Gyeonggi Provincial Office building in Paldal-gu, Suwon City, operates with 81 counselors who handle about 2,000 consultations, civil complaint guidance, and inconvenience reports related to Gyeonggi Province administration 24 hours a day.

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