AI robots are being deployed in communes and wards across Lâm Đồng Province to help the public get information about administrative procedures without having to ask officials. — VNA/VNS Photo

LÂM ĐỒNG — Lâm Đồng Province is expanding the use of artificial intelligence robots at dedicated centres to help people navigate administrative procedures and obtain information about application requirements.

At the Tân Thành Commune Public Administrative Service Centre, Nguyễn Thị Thùy Trang, a resident of Kê Gà Hamlet, approached an AI robot with a practical question: “I want to register my child's birth. What documents do I need to prepare, and where should I go?”

The robot explained the procedure, listed the required documents, and told her where to submit the application. When Trang asked how long the process would take, it provided an answer based on the information stored in its system.

She said: “I find it quite easy to ask the robot questions and receive information. If the procedural information is kept fully updated, residents can find out what they need to know before coming to submit their applications.”

Her experience illustrates how AI is helping people access information about administrative procedures without having to rely entirely on guidance from officials.

Tân Thành is among a growing number of localities in Lâm Đồng, which spreads across the Tây Nguyên (Central Highlands) and south-central coastal regions, to introduce AI robots at public administrative service centres.

The initiative is also part of the province's efforts to implement the Politburo's Resolution No. 57 on breakthroughs in science and technology, innovation, and national digital transformation issued in December 2024.

A person asks an AI robot for guidance on administrative procedures at the Xuân Hương–Đà Lạt Ward Public Administrative Service Centre. — VNA/VNS Photo

Đức Trọng Commune deployed an AI robot at its public administrative service centre on October 8, Xuân Hương–Đà Lạt Ward began using one in August, and Hòa Thắng Commune has used one and the MISA Agent Work platform since July.

Võ Văn Trung, a Hòa Thắng local who visited the centre to apply for a household business licence, was surprised to find a robot available to guide people through administrative procedures.

When he asked about registering a business for the first time, the robot explained the application requirements, necessary documents, submission methods, processing time and fees.

“The advance guidance helped me prepare a complete application, save time, and complete the procedure faster.”

Nguyễn Văn Chiến, director of the centre, said: “The system supports searches for required documents, procedural steps, processing times, and instructions on how to submit applications online through the National Public Service Portal.

“This gives people another channel for accessing information without necessarily having to ask officials in person about routine matters already covered by the system.”

By answering routine enquiries, the robot has helped reduce the time officials spend responding to repetitive questions, allowing them to focus on checking applications, providing more detailed guidance, and handling complicated cases.

Chiến said some people in rural areas have limited access to information technology.

He said implementing Resolution No. 57 therefore involves more than introducing a tool for looking up administrative procedures, and also means helping people gradually become familiar with technology and online public services.

Dương Minh Cam, an official at the Hòa Thắng centre, said the system's information is updated regularly, particularly when administrative procedures change, to ensure the public receives accurate and timely guidance.

At the Phan Thiết Ward Public Administrative Service Centre, an AI robot has been operating around the clock.

Phạm Thị Kha Uyên, director of the centre, said more than 210 people have used the robot since it was deployed in April. — VNS