NTT-AT、葛飾の自治体を支援するAIエージェントを試験運用

NTT Advanced Technology (NTT-AT) will begin trial operation of an AI agent system (counter response agent system) this fall in collaboration with Katsushika Ward and Gyosei (Koto Ward), which handles information systems for government administration. NTT-AT announced this on April 24. NTT-AT has been providing “Katsushika Chat,” an AI system that generates answers to questions from employees based on information specific to Katsushika Ward, since June 2024. For example, it has supported a variety of tasks, such as extracting answers on specific themes from past assembly minutes and proposing new measures based on the ward’s policies and systems. Meanwhile, in recent years, Katsushika Ward and other local governments across the country have been facing the challenge of passing on work know-how to younger employees as veteran employees retire and are replaced by new generations.

特に窓口業務では、ベテラン職員の不在により、住民からの問い合わせにスムーズに対応することが難しく、住民サービスに直結する問題です。このような状況を受け、全国の多くの自治体では、経験の浅い職員でも質の高い対応ができるよう、生成型AIの活用をさらに推進することで、住民サービスの維持・向上を図っています。窓口応対エージェントシステムは、相談者と窓口職員の会話を音声認識で捉え、複雑な操作をすることなく適切な情報を取得できるよう支援するAIエージェントの付随を目指します。従業員の知識・スキルをタイムリーに補い、適切な手続きや処理方法を指導することで、円滑な相談対応を支援することを目指します。

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In this trial operation, a prototype will first be built and applied to actual counter operations. This will identify technical issues, advance improvements to the system, and aim for a practical system. The existing Katsushika Chat will be expanded with the addition of counter response work manuals and related books provided by Gyosei, expanding the ward’s own database. Based on manuals, laws, notices, past Q&A examples, etc., the generative AI will suggest response examples to employees, enabling one-stop guidance. For input support, a voice assist function is installed, and voice recognition and automatic prompt generation reduce the burden of keyboard input on employees. In addition, NTT-AT‘s highly directional small microphone, the FR-1100, suppresses noise and separates speakers, improving the accuracy of voice recognition and thereby improving the quality of responses provided by Katsushika Chat.

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