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National Health Insurance Service Introduces AI-based Public Services 'NHIS-CALL'
Introduction of AI-based Customer Consultation System 'NHIS-CALL'
The National Health Insurance Service (Chairman Jeong Gi-seok) is set to improve public services by introducing NHIS-CALL (Customer service using an AI Large Language model), an AI-powered customer consultation service, and NHIS-MATE (My Ai Task Executor), an internal work support system. With 66% of the 54 million annual civil complaints concentrated on phone consultations, the Service aims to minimize waiting times through its AI-based customer consultation service, NHIS-CALL. To achieve this, an AI consultation system with 300 lines will be implemented to handle simple, repetitive tasks and inquiries, allowing human consultants to focus on more specialized consultations.
Diverse AI Consultation Functions and Chatbot Services Provided
NHIS-CALL offers scenario-based services for 52 types of inquiries, including simple institutional questions and branch location guidance. The AI voice guidance service also informs eligible individuals about long-unclaimed refunds, enabling them to apply after identity verification. It also provides health check-up information for those with visual impairments. A pilot text-based chatbot service currently handles 10 types of civil complaints, such as refund inquiries, premium inquiries, and health check-up inquiries, after identity verification. The chatbot can also analyze text message images to flag potential scams. Furthermore, the Service plans to introduce NHIS-MATE, an AI-powered work assistant combining generative AI with internal knowledge, to be expanded enterprise-wide in the second half of the year after a pilot run at the headquarters, aiming to establish a smart administrative system.
*Source: 팜뉴스 (2026-04-08)*
