Yongin City has introduced a phone response system for handling problematic complaints in order to protect civil servants processing citizen grievances.
Yongin City said Monday that it has been operating a phone system since July to counter abusive complaints such as verbal abuse, sexual harassment and repeated calls.
The system was designed to reduce the psychological harm that civil servants can suffer during the complaint response process and to create a stable environment for handling grievances.
With the system in place, when a complaint-handling official receives an external call, the screen displays the caller's number along with the most recent call time and average call duration. If a complainant engages in verbal abuse or sexual harassment, or continues a lengthy call without just cause, the official in charge can press a guidance button to broadcast a warning message. If the inappropriate call continues after the warning, the official can end the call, reducing the response burden on complaint handlers.
The city also provides an artificial intelligence-based call summary function for high-workload departments that receive large volumes of complaints and have a high frequency of problematic cases. Under this approach, AI analyzes the call content to summarize the complaint, classifies the call type and the complainant's emotional state, and provides this to the official in charge. Through this, the city expects that officials will be able to grasp the content of complaints more quickly and carry out follow-up processing efficiently.
"With the introduction of this system, we will be able to improve the work efficiency of our staff and provide citizens with faster, higher-quality complaint services," a city official said. "We will continue to work to create a complaint environment in which civil servants and citizens respect one another."
