Chiba's Asahi City and NEC NexSolutions Begin Innovative AI Inquiry Model Trial

Introduction

Asahi City in Chiba Prefecture, led by Mayor Yaichiro Yonemoto, has recently embarked on an innovative pilot project in partnership with NEC NexSolutions, a leading technology firm headquartered in Minato, Tokyo. The city aims to enhance its citizen services while alleviating the workloads of its public employees. This project features the deployment of an interactive voice AI agent known as 'DEN.Ai'. Starting from September 17, the trial seeks to evaluate the effectiveness of AI in handling inquiries directed towards city hall and explore the feasibility of a new citizen engagement model that facilitates smooth access to essential information.

Background

In recent years, local governments in Japan have been facing significant challenges arising from demographic shifts, including a declining birth rate and an increasingly aging population. These changes have resulted in staffing shortages, putting additional pressure on administrative bodies. Simultaneously, the complexity of administrative processes has led to a consistently high demand for inquiries to municipal offices. Citizens often express frustration over not knowing whom to contact for specific questions, and they struggle with the limited hours available for inquiries during which offices are closed. These challenges underline the urgent need for municipalities to balance enhanced citizen services with maintaining operational efficiency.

The Role of DEN.Ai

To address these issues, Asahi City and NEC NexSolutions have initiated a pilot project that leverages AI to streamline how citizens receive information and assistance. The project aims to refine public service delivery and reduce the burden on staff by providing timely and accurate guidance in response to citizen inquiries. The model positions the city hall's main phone line as the primary gateway for citizen contact. The AI will not only serve as the first point of response but will also facilitate a seamless transition to specialized departments when necessary.

'DEN.Ai' is designed to comprehend citizens' inquiries and provide relevant information or directly transfer calls to the appropriate department. Available 24/7, this AI agent relies on a repository of registered FAQs to deliver accurate responses. When the request surpasses the AI’s capabilities or requires human intervention, DEN.Ai will effectively route the inquiry to the right office within the city hall. This initiative aims to create an environment where residents can effortlessly access the information they need without having to worry about the specific contact points.

Overview of the Pilot Experiment

The pilot experiment will run from September 17, 2023, through October 31, 2023. During this period, a dedicated AI phone service will be established at Asahi City Hall. Citizens can voluntarily utilize this phone service, and the AI will provide guidance based on the nature of their inquiries. If the AI can address the request, it will do so on the spot, while more complex issues requiring specific consultations will be redirected to the relevant department.

The services covered by this pilot will include inquiries related to:
1. Telephone Exchange Operations - Transferring calls to various departments within the city hall premises.
2. Citizen Services - Including but not limited to:
- My Number Card inquiries.
- Resident registration services.
- Seal registration requests.
- Document request via mail.

Throughout the experiment, existing phone lines and direct departmental contacts will remain operational to minimize disruptions to current services, ensuring a thorough and effective evaluation.

Goals and Future Vision

Through this pilot trial, NEC NexSolutions aims to not only reduce the challenges citizens face when seeking information but also enable public employees to focus more on individual cases and specialized consultations. Furthermore, this initiative is poised to investigate the potential of a new inquiry response model that can efficiently guide citizens towards necessary information and appropriate departments based on their needs. By gathering insights from this trial, the city hopes to contribute to the future evolution of municipal citizen engagement and enhance front-line administrative reforms.