AI 챗봇 시스템 주요 기술 동향 분석을 통한 민원 처리시스템 개선

초록

This paper analyzes the major technology trends of AI chatbot systems and proposes improvement measures for civil complaint handling systems. In modern society, civil complaint services are an important means for governments and companies to communicate with customers, and the introduction of chatbots can play an important role in increasing the efficiency of these services and customer satisfaction. However, there is a growing need to improve work inefficiency as existing chatbot-based civil complaint handling systems have limitations in handing complex complaints. This study examines the latest AI technology, LLM, RAG, and GraphRAG, analyzing the practical usage and limitations of each technology to propose an innovative improvement plan for civil complaint handling systems. In particular, to create an efficient and accurate civil complaint handling system, analysis on the characteristics of civil complaint data and consideration of network separation environment is vital. In addition, to increase the accuracy of civil complaint handling and real-time responses, HybridRAG technology and Agent/Tool technology is proposed to handle LLM hallucination problems. As a result of the study, the proposed system is expected to significantly improve the quality of civil complaint services and customer satisfaction, and will provide important implications and directions for the future development of AI chatbot systems.

키워드