Hanoi trials AI help desk

The Hanoi Public Administration Service Center on March 1 put into trial operation the smart help desk using artificial intelligence (AI) 19001009.

The desk helps optimize the application process, improve the working efficiency of the administrative apparatus, and quickly and accurately answer questions on administrative procedures, online public services, and related issues.

The system can analyze and respond to common questions and help people access information anytime, anywhere.

The AI help desk connects to public service systems to provide real-time updates and supports multiple channels so people can access it via phone, website, chatbot, and mobile application.

The Hanoi Public Administration Service Center said the move demonstrates Hanoi's commitment to innovating and modernizing public administration, increasing transparency, efficiency, and people's satisfaction.

It is an application in the 'AI Staff' system - a solution to support people and officials at the center to look up information, guide administrative procedures, and answer questions.

With a multi-channel mechanism, people can interact with 'AI Staff' through Chatbot (website dichvucong.hanoi.gov.vn, mobile application iHanoi); help desk number 19001009; switchboard on OTT application iHanoi; automated kiosk in the center's lobby; smart reception robot in the reception area; Vedax AI Platform, ZeroChat and ZeroPhone technology platforms.

Therefore, people can quickly look up procedures via chatbot, AI hotline or interact directly with the kiosk/robot. Citizens only need to choose the most convenient communication channel and receive consistent answers.

It noted that people don't have to spend extra money on these support channels while reducing the time spent traveling and printing documents. The AI solution ensures that information is answered quickly and with fewer errors than the manual method.

The solution will also help the Hanoi Public Administration Service Center automate processes and reduce the burden on staff, allowing officials to focus on specialized tasks.

According to the Hanoi People's Committee Office, Vietnam's AI development strategy aims to establish the country as a leading hub for AI research, development, and application in the ASEAN region by 2030. The AI development strategy focuses on using AI as a key technology to drive socio-economic growth and position the country as an innovation hub in the 4th Industrial Revolution.

Vietnam has identified artificial intelligence (AI) as a critical strategic technology, as highlighted in the Politburo's Resolution 57, which emphasizes the urgent need for the country to achieve technological independence in AI to avoid digital dependence on global technology powers.

The opening of the Hanoi Public Administration Service Center is expected to reduce the number of administrative staff from over 2,700 to 184, saving VND160 billion (US$6.4 million) per year. The savings will be reinvested in automation and technology to improve service efficiency, the office said.

By consolidating several services into one location, the center will help address the shortcomings of the current one-stop-shop approach and streamline the administrative process.

Currently, there are 677 government offices responsible for handling citizens' administrative requests, which are scattered across different agencies, complicating the process for individuals and businesses.

The new center will help simplify procedures, increase transparency, and reduce the risk of corruption. It will provide all administrative services in one place, saving time and money for citizens and businesses. By 2025, processing times are expected to improve significantly to a minimum of 30 minutes per case.