A new experience
Instead of asking people around her or waiting for guidance from officials, Ms. Tang Phuong Linh, who works at Notary Office No. 3 in Quang Tri province, chose to use an AI robot when she went to the Dong Hoi Ward Public Administrative Service Center to complete procedures. With just a few voice-activated questions, the robot provided her with complete information about the required documents, procedures, and necessary paperwork. Despite it being her first time using it, Ms. Linh found it easy to interact with the robot thanks to its intuitive, clear, and easy-to-understand instructions.
When it came to the land subdivision procedure, Mr. Dang Van Thi from Duc Dien residential area, Dong Hoi ward, was no longer as confused as before. In just about three minutes of interaction with the robot, he understood the entire process and the necessary documents. Mr. Thi shared that this is a new model but very convenient. All his questions were answered quickly, allowing him to proactively complete his application before submission.
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| AI robots assist in answering administrative procedures right at the center - Photo: BC |
Similarly, Mr. Nguyen Thanh Trung, residing in Dong Hai residential area, highly appreciates the convenience of this model. According to him, while civil servants are receiving documents or guiding others, the AI robot becomes an effective support channel, helping people save time and reducing unnecessary questions and answers.
Having been put into trial operation since the beginning of June 2026, the AI robot has so far answered more than 380 frequently asked questions and assisted over 190 citizens and businesses directly at the Dong Hoi Ward Public Administrative Service Center. These figures show that technology is not only creating novelty but is also gradually proving effective in serving the public.
Towards a modern administration
According to Mr. Tran Nam Son, Director of the Public Administrative Service Center of Dong Hoi Ward, the AI robot was put into operation to support citizens and businesses in searching for information and guiding them through administrative procedures quickly and accurately. The device has the advantages of being easy to use and interacting directly, helping to shorten information search time and reduce pressure on civil servants in the initial consultation phase.
After nearly a month of operation, the effectiveness of the model is demonstrated not only in the number of questions answered but also in the change in people's approach to public services. Instead of relying entirely on guidance from officials, many people have proactively searched for information and prepared complete documents before carrying out procedures.
This also represents a step forward in the digital transformation of local governments. Previously, digital transformation primarily occurred behind the scenes with management software; now, citizens can directly experience the change from the moment they enter the Public Administrative Service Center. The Center will continue to implement a centralized information system for handling administrative procedures according to the roadmap of ministries and agencies; and simultaneously apply AI to statistics, analysis, and support for civil servants in processing applications.
In addition, the unit is also collaborating with the supplier to further refine the database, add question-and-answer scenarios, and improve voice recognition capabilities so that the robot can answer more accurately and naturally. It is expected that after July 2026, the trial operation will be comprehensively evaluated before considering expanding the model.
Introducing AI robots into the Public Administrative Service Center is not just about applying a new technological device. More importantly, it's about gradually changing the way services are provided, creating conditions for citizens to access public services more conveniently, transparently, and quickly. When every question is answered in seconds, and every procedure is clearly explained from the outset, it demonstrates that digital transformation is becoming substantive, using the satisfaction of citizens and businesses as a measure of the effectiveness of administrative reform.
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Source: https://baoquangtri.vn/khoa-hoc-cong-nghe/202606/robot-ho-tro-thu-tuc-hanh-chinh-e776201/
