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Gov' t taps AI to boost processing of public complaints
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1/28/25, 10:29 AM
By Tracy Cabrera
DILIMAN, Quezon City — Since its rollout and final testing in December the previous year, the Anti-Red Tape Authority (ARTA)'s Electronic Complaints Management System (E-CMS) has been fully digitalized with a platform powered by artificial intelligence (AI) and expected to be up and running later this year.
The project was initially started in October and is part of the agency's bid to further improve the filing and handling of complaints from the public.
"We did a beta testing last December. The beta testing was done, like a trial and error, to check the applicability of the system. But by the second quarter or up to the end of the third quarter, we should be able to implement the Electronic Complaints Management System where we will integrate the use of artificial intelligence," ARTA director general Ernesto Perez disclosed during a media briefing.
"Why do we need artificial intelligence? Because it is also now being used in other countries, and as far as complaints go, we will be able to receive complaints 24/7. We would be able to properly monitor the status of the complaints and that can only be made possible through the use of artificial intelligence," Perez added.
ARTA's technical team assured the public that those who are not particularly adept with technology would still be able to use the system since it has voice capability where there will be human interaction in English or Filipino.
Aside from this, the system's AI backbone is also expected to generate queries based on user intent, analyze sentiment to gauge urgency, recognize entities to provide contextual relevance and predict possible outcomes.
"Even if you use Tagalog, this will be translated to English and will also be answered either in Tagalog or English," Perez spelled out.
In conclusion, he likewise disclosed that apart from automation, the E-CMS will automatically sort and store complaints to ensure no issue or complaint is overlooked by the system.