#AI Support #ZIAI #Himeji City

Innovative AI Welfare Consultation Launch in Himeji City

In a groundbreaking initiative, Himeji City in Hyogo Prefecture will officially launch an AI-enhanced welfare support consultation service on December 1, 2025. This initiative is a part of a layered support system designed to address the complex needs of its citizens, particularly focusing on younger age groups who have previously struggled to access traditional support channels. The system has been developed in collaboration with ZIAI, a Tokyo-based company specializing in listening AI algorithms.

Background and Context

The layered support system was established following a revision of the Social Welfare Act that came into effect in April 2021. This reform aims to respond to intricate and multi-faceted challenges such as the 8050 problem, double care scenarios, and social withdrawal. It seeks to create an inclusive support atmosphere that surpasses conventional barriers between care, disability, parenting, and financial assistance services.

Recognizing the rising complexity of citizens' needs, Himeji City initiated its supportive reach in fiscal year 2022. The “Welfare Connecting Window” serves as the core institution for comprehensive consultations on social withdrawal and welfare issues.

National Challenges in Welfare Support

A survey conducted by the Ministry of Health, Labour and Welfare indicates that there is an increasing number of households facing complex challenges. However, the fragmentation of consultation services by specific areas has led to many individuals feeling uncertain about where to seek help. This underscores a significant national issue where local governments struggle to enhance their support systems amid increasing diversity and complexity of inquiries with limited staff.

In Himeji City, about 30% of citizens reported in an internal survey that they faced problems but did not know where to turn for help. Furthermore, the existing “Welfare Connecting Window” primarily catered to individuals over 40, revealing a critical gap in addressing the needs of younger constituents.

Given the necessity for ongoing engagement with those who need support, Himeji City has considered expanding digital and anonymous consultation options, paving the way for utilizing cutting-edge technology to assist citizens effectively.

Pilot Program and Results

A pilot program run from October 17 to December 17 of the previous year tested the 'listening AI' with residents, accumulating a total dialogue time of 192 hours. The user satisfaction rate reached 70%, with a 24% repeat consultation rate. Notably, over half of the participants were aged between 10 and 30, successfully reaching a demographic that had been largely untapped by traditional methods.

This aligns with other findings from Himeji that noted a threefold increase in consultation requests with the introduction of a dialogue-driven AI support system.

Features of the New Consultation Service

The upcoming consultation window, running 24/7, aims to ensure that citizens can seek help at any time, regardless of traditional office hours. Supervised by clinical psychologists and linguists, the