The AI-based civil service "AI Government24" reached a cumulative 30 million users just three months into its pilot run. The government plans to develop AI Government24 into an administrative service that handles everything from civil complaint guidance to document issuance through conversation alone.
The Ministry of the Interior and Safety said on the 30th it will begin introducing an "AI agent-based conversational civil document issuance service" to Government24 in stages starting at the end of this year. The core is to build a service that allows users to obtain various civil documents through conversation with AI alone.
The Ministry of the Interior and Safety (MOIS) operated the "AI Government24" pilot service for about three months starting Mar. 9 to advance Government24. During this period, cumulative users reached 28.48 million, and the number of queries handled reached 30.46 million.
Currently, AI Government24 has advanced to the point where users can find the services they want through everyday conversation even if they do not know the exact civil service name. For example, if someone enters, "I am a 70-year-old living alone. I want to know the benefits the government provides (typo)," it has reached the level of recommending tailored benefits such as the customized care service for older adults and support for jobs and social activities for older adults.
According to the Ministry of the Interior and Safety (MOIS), "keyword-type" queries that input civil service names still accounted for 93% of the total. However, among teens and users in their 60s and older, sentence-form "natural language-type" queries were more common. A MOIS official said, "We believe users who do not know the exact civil service name asked questions using everyday expressions, and we plan to conduct additional analysis."
Interests by age group also stood out clearly. Teens focused on schoolwork and proof of part-time work, people in their 20s on housing and income certificates, those in their 40s to 50s on asset management, and those in their 60s on civil services related to retirement income. Based on this, the Ministry of the Interior and Safety (MOIS) plans to strengthen the provision of customized services by life cycle.
The Ministry of the Interior and Safety (MOIS) also strengthened the security system of the next-generation Government24. It applied a guardrail system that blocks inappropriate queries such as profanity and violence and security attacks, and it was designed to automatically mask personal information and sensitive administrative data at the input stage and discard them immediately when the conversation ends.
Yoon Ho-jung, Minister of the Ministry of the Interior and Safety (MOIS), said, "AI Government24 will be a stepping stone toward an 'AI democratic government' that responds to the voice of each and every citizen through the tool of artificial intelligence," adding, "By the end of this year, we will successfully implement a conversational civil document issuance service that is completed end-to-end."