AI robot deployed as administrative receptionist in Vietnam’s Da Lat

The AI robot officially began operating on Thursday at the ward’s Public Administrative Service Center, where it welcomes visitors, identifies their needs, and provides guidance on administrative procedures and required documentation.

Xuan Huong-Da Lat Ward serves as the administrative center of Lam Dong Province and handles hundreds of residents each day seeking information or submitting administrative applications.

According to the ward authorities, officials have traditionally spent considerable time answering the same questions repeatedly.

The workload has increased significantly since Vietnam implemented its two-tier local administration model in July last year.

Positioned at the entrance of the center, the AI robot greets visitors, asks about the services they require, and provides step-by-step guidance through an interactive question-and-answer system.

The system operates around the clock on two platforms: an online service linked to the national public service portal and accessible via smartphones and computers, and the physical robot stationed at the ward headquarters.

Residents can search for procedures and prepare the necessary documents before visiting, helping reduce the need for multiple trips.

The AI system has been preloaded with local regulations, application forms, and administrative procedures specific to the ward, enabling it to provide consistent responses.

By automating answers to frequently asked questions, the ward expects officials to devote more time to handling complex administrative matters.

Residents and businesses also benefit from immediate access to information and the ability to look up procedures at any time without waiting for assistance.

Phan Tan Long, deputy director of the Public Administrative Service Center under the Xuan Huong-Da Lat Ward People’s Committee, said each official is responsible for only one area of administration, while residents often have questions spanning multiple sectors.

“With the AI receptionist, residents can ask about any procedure under the ward’s authority, and the system will provide the required application documents in line with the national public service portal,” Long said.

The ward views the deployment of the AI robot as part of its broader roadmap for digital transformation and public administration reform.