The Seoul Metropolitan Government announced on the 23rd that it is piloting an 'AI Call Bot' system, which receives 119 emergency calls, the first of its kind in the country.
The AI Call Bot is a system that classifies urgent events or incidents and connects them first to the reception staff at the Seoul Comprehensive Disaster Prevention Center. When major disasters or heavy rain occur and many 119 reports are received, it handles the report acceptance without the need to wait on the currency line.
Currently, the 119 reporting system has a total of 720 lines, but when calls are concentrated simultaneously, it switches to an ARS waiting state due to excess currency volume.
The Seoul Metropolitan Government announced that with the introduction of the AI Call Bot, it can now handle up to 240 waiting reports simultaneously. Since the pilot operation of the AI Call Bot began in March, a total of 11,434 reports have been received in four months, of which 2,250 have been classified as urgent.
According to the Seoul Metropolitan Government, the AI Call Bot is equipped with a function that can detect risks early when a number of similar reports are received in the same area. It integrates analysis of the possibility of complex disasters, such as fires and collapses.
The Seoul Metropolitan Government plans to apply the AI Call Bot service, currently operational only during surges in reports, to some reporting calls (around 5) during normal times and establish an AI-based comprehensive disaster situation information system. The system construction will start this year, aiming for a pilot operation in the second half of 2026.
Kang Ok-hyun, director of the Digital City Bureau of Seoul, said, "We will harmoniously build an institutional foundation and a public AI ecosystem so that AI technology operates within the safety of the citizens."