Recently, discussions on the direction of establishing a civil complaint processing system, which is the core of public service, have been emerging as a major topic, in line with the partially revised civil complaint processing laws over the past few years. Optimized services have been introduced to lead digital government innovation.

Utilizing automated administrative processes and AI-based civil complaint support services in the civil complaint processing system (VOC system) can enhance the efficiency of public services.

ESR Post, a specialized company in civil complaint processing systems, announced on the 15th that by applying 'AI' technology to areas such as automated administration, data integration, evidence-based policies, and decision support through data analysis, it is possible to establish an optimized civil complaint processing system.

In particular, by automatically identifying exceptions in processing complaints, repetitive complaints occurring three times or more, complaints with similar content from five or more individuals, VIP concerns, priority projects, core promises, civil-criminal relations, and complaints related to SNS issues before processing, the efficiency of complaint analysis can be enhanced.

Recently, with the influence of ChatGPT, some aspects of AI have been partially applied to civil complaint processing systems. Additionally, by linking it with the learning of existing civil complaint counseling knowledge, the trend is towards higher expectations for free-form complaint analysis results.

If civil complaint efficiency through AI is achieved, it is expected that users will be able to obtain advanced statistics and visualization charts through prompt questions without the need for separate tools or complex statistical knowledge.

Furthermore, there is a prospect of creating a system that automatically simulates the individual performance targets of all personnel within the organization for achieving KPIs in complaints or a system that automatically interprets received complaint texts by AI.

Through this, it will be possible to easily organize the contents of complaints by visualizing facts, claims, and opposing opinions based on the related timeline.

Seung-hoon Lee, CEO of CoseNar, said, "With the recent rapid internalization trend of ChatGPT in the work environment, various POC (proof of concept) demands for civil complaint and VOC analysis based on small-scale language models (sLLM) are rapidly increasing." He added, "If civil complaint data is well-utilized through LLM training after anonymizing personal information, it will reduce the time and effort spent on complaint processing and enable quick and accurate service provision to complainants."