The Misa Agent Work Robot is integrated with artificial intelligence (AI) technology, allowing direct interaction with citizens. When citizens ask questions, the robot can quickly provide answers; if the content is unclear, the robot guides and suggests how to rephrase the question to better match the relevant field or procedure, helping ensure accurate and convenient information retrieval.

The robot is capable of guiding and looking up administrative procedures; supporting online application submission on the National Public Service Portal; and connecting with the National Public Administration Portal to promptly update new state regulations and procedures. In addition, the robot suggests the correct procedures and reception counters, supports citizen flow management, and helps reduce pressure on officials and civil servants at the “one-stop shop” unit.

The deployment of the robot at the ward Public Administrative Service Centre helps shorten processing time, limit errors, avoid missing applications, and improve service quality. This initiative aligns with the goal of building a digital government and a modern public administration centreed on citizens in the spirit of Resolution No. 57, contributing to the development of a smart, modern, and citizen-friendly grassroots administration.