Chatbots communicate with customers through text conversations. Customers can choose to speak directly with human assistants if chatbots cannot provide a solution. The number of Seoul Talk users rose from 86,734 in 2020 to 303,208 as of April 2022. Seoul said COVID-related questions were the most common inquiry with 40 percent.
Some 28.5 percent of inquiries Seoul's civil complaints call center received were answered by Seoul Talk. Most frequent inquiries in 2021 were related to vaccination. From May 26, Seoul Talk will provide information on cultural events and weather.
"We will continue to expand the scope of our public service and upgrade personalized services by combining Seoul Talk with many different AI technologies," Park Jong-soo, a Seoul city government official, said in a statement on May 26. Seoul will launch a service that allows users to file complaints using Seoul Talk.
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