- 119 emergency call response system 'AI callbot' pilot project in operation... Voice-based report processing, saving waiting time
– Early detection of large-scale disasters, including identifying urgency, classifying cases for priority processing, and analyzing duplicate reports in the same area.
The first local government case of 'high-impact AI' actually operating at a disaster site is undergoing reliability verification with specialized agencies.
□ Even in the event of a surge in 119 calls due to an emergency situation such as a large-scale disaster or heavy rain, you can now conveniently and quickly report to the 'AI call bot' without having to wait on hold.
□ Upon receiving a report, an "AI callbot" categorizes the incident as an emergency or requiring immediate response and connects the caller to the Seoul Comprehensive Disaster Prevention Center's receptionist for priority handling. This marks the beginning of "on-site AI," which utilizes the "AI callbot" to secure the golden time for on-site response and minimize damage.
Seoul City announced that it is piloting the nation's first AI-based "119 Emergency Call Reception System." Currently, the 119 system has 720 lines. However, due to the fluidity of call handling staff during both emergencies and normal times, calls were often overwhelming and the system was put on hold. However, with the introduction of the "AI call bot," up to 240 calls can be processed simultaneously, enabling a faster initial response.
The AI callbot provides voice consultation on the type and location of the incident from the caller, analyzes the details in real time, and prioritizes urgent reports to the dispatcher. Furthermore, when multiple similar reports are received in the same area, the bot integrates and analyzes the potential for complex disasters, such as fires and collapses, enabling early detection of risks.
○ A total of 3 reports were received through the ‘AI call bot’ over the four months since the pilot operation in March, of which 4 were classified as urgent.
The Seoul Metropolitan Government plans to establish an "AI-based Comprehensive Disaster Information System" by applying its "AI Callbot" service, currently only available during peak hours, to some emergency calls (approximately five calls) during normal times. This will expand the service to include simple, repetitive, everyday disaster complaints, such as road flooding and drainage problems, through real-time AI support. System construction is scheduled to begin this year, with pilot operations scheduled for the second half of 5.
○ Considering the importance of the report, we will initially operate a dual monitoring system in which humans monitor AI responses in real time.
□ Meanwhile, the introduction of this 'AI callbot' is expected to be a groundbreaking attempt to secure the golden time in emergency situations and protect the lives of citizens as it is the first case of 'high-impact AI' actually being applied in disaster response sites among local governments nationwide.
□ In addition, as a preemptive response to the implementation of the 'Basic AI Act' scheduled for next year, the Seoul Metropolitan Government will also pursue 'reliability verification' to evaluate the safety and responsibility of administrative service AI in cooperation with the Telecommunications Technology Association (TTA).
○ The city previously promulgated the ‘Seoul City AI Basic Ordinance’ on July 7th.
□ Starting with the operation of the 'AI callbot', the Seoul Metropolitan Government plans to expand the use of 'public-type generated AI' that performs actual judgment and response beyond simple automation or response to general administrative services.
□ Kang Ok-hyun, Director of the Seoul Metropolitan Government's Digital City Bureau, emphasized, "As AI has become a tool for saving lives, we must secure both the reliability of the technology and the trust of citizens." He added, "The Seoul Metropolitan Government will harmoniously build an institutional foundation and a public AI ecosystem to ensure that AI technology operates safely for citizens."