Equipped with Artificial Intelligence,

e-People Becomes Faster and Smarter

- ACRC launches operation of the “Generative AI-Based Public Communication and Civil Complaint Analysis System”

- Pilot implementation for four institutions including the Ministry of Land, Infrastructure and Transport

(Feb. 5, 2026, ACRC)

The Anti-Corruption and Civil Rights Commission (ACRC) has completed the project titled “Establishment of a Generative AI-Based Public Communication and Civil Complaint Analysis System” utilizing civil complaint data submitted through e-People. After improving data quality, the Commission officially launches the related services starting on Feb. 5.

The ACRC has been pursuing the project with the goal of moving beyond the simple aggregation or keyword-based search of large-scale civil complaint data accumulated in e-People. The system aims to enable artificial intelligence to understand and analyze the context and meaning of civil complaints.

The project was selected as the “2025 Hyper-Scale AI Service Development Support Program” by the Ministry of Science and ICT (implementing agency: National Information Society Agency) and was carried out from July to December of last year. Key components of the project include: AI-based recommendation of civil complaint responses, Batch processing of frequent and duplicate complaints, and AI-based analysis of civil complaints.

Despite an unexpected obstacle—the fire at the National Information Resources Service in September 2025—the ACRC successfully completed the project without delays through previously secured training data and close cooperation with related institutions. To enhance the reliability and usability of the AI services, the Commission conducted data consistency checks, supplemented training datasets, and improved response quality before launching the project as well.

The newly introduced AI services will first be provided to four pilot government institutions in order to verify their practical applicability. First, the “AI Recommendation for Civil Complaint Response” service will be provided to the Ministry of Food and Drug Safety. The AI analyzes relevant laws and regulations, past complaint cases, and work manuals to draft a response and present it to the public officers who are in charge of the civil petitions. This enables citizens to receive responses more quickly and accurately than before.

The “Batch Processing of Frequent and Duplicate Complaints” service will be provided to the Ministry of Land, Infrastructure and Transport, Incheon Metropolitan City, and Siheung. The AI automatically identifies and clusters complaints with identical or similar content so that they can be processed collectively at once. This significantly reduces the time spent on repetitive administrative tasks and allows responsible officials to focus on reviewing the substance of responses, thereby improving the quality of civil complaint services.

In addition, the “AI-Based Civil Complaint Analysis” service will also be launched. By analyzing the meaning and context of complaints, the AI will rapidly detect issues closely related to people’s daily lives. Moving beyond the existing word-centered analytical approach, the system will better identify public inconveniences and support policy improvements.

The ACRC Vice Chairperson and Secretary General Han Sam Suk stated, “The launch of AI-based civil complaint services marks a significant turning point in enabling the government to understand the voices of the people more deeply and reflect them in public administration.” He added, “The Commission will continue to promote innovation in public communication through the use of artificial intelligence technologies and strive to realize an administration that people can truly experience and feel.”