Bucheon City has reorganized its KakaoTalk channel counseling system to allow citizens to conveniently receive administrative consultation regardless of time and place, introducing direct connections with professional counselors during the day and generative artificial intelligence (AI) chatbot services at night.

The city has been operating a chat counseling service utilizing KakaoTalk since July 2023. Through this reorganization, the counseling method has been improved so that citizens can use administrative consultation more easily and conveniently.

During working hours, citizens can access the KakaoTalk channel to be directly connected with a professional counselor, streamlining the previous selective chatbot process. As a result, citizens can inquire about questions via KakaoTalk chat without going through complicated menus and receive necessary guidance from counselors.

In addition, outside of working hours—such as at night, on weekends, and on public holidays—a generative AI chatbot will support consultations, establishing a 24-hour administrative counseling system for the city. The newly introduced chatbot answers citizens' questions based on the administrative information from Bucheon City's official website, ensuring that necessary information can be checked even during times when counselors are unavailable.

The city plans to pilot the generative AI chatbot until the end of this year to analyze major types of citizen inquiries and enhance the accuracy of its responses. Based on the results of the pilot operation, the service will be supplemented and transitioned to official operation in 2027.

Kim Soon-geum, Head of the Civil Affairs Division at Bucheon City, stated, "Through this reorganization, citizens will be able to use administrative counseling services much more conveniently," adding, "We will reflect citizens' feedback during the pilot operation period to enhance the accuracy and convenience of the counseling service."

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