How can complex civil service procedures be made simple and accurate just by talking with an AI kiosk?

About

Public institutions are key touchpoints visited by countless citizens, but due to complex civil service procedures and fragmented information, they had structural limitations that made it difficult for visitors to immediately access the services they needed. In particular, visitors unfamiliar with administrative terms or procedures have faced the inconvenience of moving between multiple counters and searching for information themselves.

To address this, we introduced a Perso Interactive AI-based civil service information station for public institutions, transforming it into a conversational civil service guidance structure where visitors can instantly receive guidance on procedures, facility locations, and usage methods through natural conversations with an AI avatar.

As a result, complex civil service procedures were simplified into a conversational experience, reducing visitor confusion, and repetitive guidance tasks were automated, which also eased the operational burden on guidance staff.

Background for Adoption

As citizens’ expectations for public services increased, the need to move beyond simply listing information and provide personalized guidance tailored to each individual’s situation became more prominent. Existing guidance methods remained one-way information delivery, creating significant structural constraints for visitors to actively participate or easily understand complex procedures.

The question, “Can visitors understand complex civil service procedures most quickly and accurately through conversation with AI alone?” became the starting point for adopting Perso Interactive. We then introduced this solution to lower barriers in civil administration and build a virtuous cycle in which visitors can fully handle the tasks they need through conversation alone.

Solution

The civil service information station implemented with Perso Interactive AI technology provides an environment where users can review needed information step by step through natural conversation with an AI avatar, without having to directly search complex content. For questions such as “Where can I get this issued?”, “What documents are required?”, and “Where should I go?”, it provides an intelligent process guide that explains in stages, helping users easily understand the entire process simply by following the conversation.

Beyond civil service guidance, it also functions as a lifestyle-integrated platform that offers personalized recommendations for local festivals, popular restaurants, and daily convenience information. In addition, it was designed with real-time multilingual support so that foreign users can enjoy the same level of administrative services as domestic users without language barriers.

Implementation Outcomes

Through a step-by-step conversational flow, visitors can now naturally understand complex civil service procedures within a single conversation. The experience has shifted to one where users can grasp the entire flow simply by continuing to ask questions. In addition, as repetitive re-inquiries and confirmation steps decreased, visitor usage flow became much more stable. Time spent hesitating because they did not know what to do was reduced, creating an environment where visitors can resolve their purpose faster and more comfortably.

The role of guidance also expanded beyond civil service processing, naturally connecting to local festivals, events, and tourism information. Public institution stations have become lifestyle-integrated information platforms that connect regions and visitors. Furthermore, through multilingual support, an environment was established where foreign visitors who previously had difficulty accessing public services due to language barriers can handle civil services on their own, achieving meaningful results in realizing an inclusive public service environment that is equally open to everyone.

Recommended For

This case is especially suitable for public institution and local government operators, as well as tourism information center personnel. If you want to go beyond a simple station and integrate regional information with administrative guidance to achieve lifestyle-integrated digital transformation outcomes, this can provide clear guidance.