VR Land Office Using AI Customer Service for Filling Forms and Applications

The Land Office is the front-line unit for serving the public. Each counter faces a large number of phone inquiries or cases that need to be processed at the office every day. As the demand for citizen services continues to increase, land administration services are constantly innovating, and the agency is facing a pressing need to solve the problem of inadequate manpower resources

Due to the increasing maturity of online AI customer service and the rise of the metaverse, which provides a stronger sense of immersion through virtual reality, people can experience remote but immersive interactions. This PoC project is a collaboration between the Department of Land of the Taipei City Government and Chunghwa Telecom Information Technology Corporation, which aims to introduce AI virtual customer service and interactive teaching videos. Through the AI customer service of virtual reality, the project hopes to quickly answer people's questions, alleviate the burden of the land administration office's counters, and provide an immersive interactive experience, creating a virtual land administration office.

Schematic diagram of the service process of the virtual land office (Image courtesy: Chunghwa Telecom Information Technology Corporation)

Expected Benefit

By using AI virtual customer service, it can quickly assist the public in obtaining accurate answers to simple questions, provide tutorials for application and filling out forms, and interact with the public as needed. For complex questions, they can be redirected to counter staff to improve government efficiency. In addition, by using virtual reality technology to create a virtual land administration office, users can have a more immersive experience through an Avatar virtual character, making it easier to understand application processes, policies, and related regulations. Furthermore, it can be combined with online application systems in the future to achieve totally online processing.