“After moving to the new building, the question we heard most often was, 'Where should I go?' The AI assistant now provides guidance using the latest website information, so first-time visitors can find their way more easily. It has also made civil-service guidance much smoother.”
— Gangseo-gu Office civil-service information representative
About
"Where do I register a change of address?" "Which floor handles passports?"
In October 2026, Gangseo-gu Office moved from Balsan-dong to its new integrated building in Magok. First-time visitors often ask similar questions in the lobby. The first to answer is the AI civil-service information assistant on a Perso Interactive Station.
The assistant does more than read a fixed FAQ. It automatically collects information from the office website once a day and uses it in its answers. When the website changes, the lobby guidance changes too.
Background
When an office moves, residents must learn new department locations and routes. At the new integrated building, visitors needed to ask which department or counter to visit, what procedures to follow, and which documents to bring.
The office wanted lobby guidance to reflect current website information, including staff details and events. Although the website was up to date, long posts, image-based notices, and inconsistent wording made it difficult to use the content directly for guidance.
Solution
Turning Website Information into Real-Time Answers
A defining feature of the Gangseo-gu assistant is its connection to the office website. It automatically collects website information once a day and incorporates it into answers. When staff details change or a new event is announced, the lobby guidance is updated the next day without separate manual editing.
To supplement answer quality, the office reviewed 59 department-guidance entries across 21 civil-service categories, including resident registration, passports, local taxes, vehicles, and welfare, and prepared an FAQ.
Conversations Designed for Residents
The assistant responds calmly and politely, keeping answers to no more than three sentences. It can show images and videos to explain locations and procedures. Korean, English, Chinese, and Japanese are supported, and answers follow the language the visitor actually speaks, rather than a screen selection. Difficult topics such as politics or hateful content are politely declined, while unfamiliar requests are referred to the relevant department or information desk.
Results
Gangseo-gu Office: Answering "Where Should I Go?" Before Visitors Get Lost
People visiting the new building can now ask the AI assistant before they lose their way. A conversation in the lobby tells them which department to visit, what documents to bring, and which floor to go to. The assistant handles repetitive questions about locations and procedures first, allowing staff to focus on requests that require more detailed consultation.
The operating process has changed too. Updating the website removes the need to prepare a separate script or edit information again for on-site guidance.
ESTsoft describes this as a representative institution-specific public AI service that connects residents with an organization's information and services through an AI avatar, beyond simply supplying a kiosk. Following AI civil-service guidance at Nonsan City Hall, the same approach is expanding to EduTalk English learning in schools and AI librarians in libraries. ESTsoft plans to strengthen integration with institutional systems and public data to broaden public-sector applications.
Who This Is For
• Local-government civil-service and smart-information teams preparing to open or relocate an office
• Public organizations seeking to reuse website information for lobby guidance
• Public-building guidance planners serving many international or older visitors
Frequently Asked Questions
Q. Are website changes reflected immediately?
A. Information is collected automatically once a day, so changes are reflected in answers within up to one day.
Q. How does it answer questions not covered by the website?
A. An FAQ supplements department guidance, everyday inquiries, and basic information reviewed by the office. Unfamiliar requests are referred to the relevant department or information desk.
Q. Can visitors use other languages?
A. Korean, English, Chinese, and Japanese are supported. The assistant answers in the language the visitor actually speaks.
Q. How can a public organization procure the service?
A. It can be procured through Korea's government procurement marketplace, NaraJangteo.
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