Right from the reception area, the AI robot acts as a “digital assistant” helping citizens access public services more conveniently. Through its touchscreen and voice communication capabilities, the robot can advise on dossier components, execution processes, processing timelines, and answer administrative procedure queries in accordance with current regulations. The AI robot also directs citizens to the correct transaction counter, helping minimize errors during dossier preparation.

Experiencing the service for the first time, Nguyễn Thị Mai from Thắng Lợi residential group in Điện Biên Phủ ward shared that previously, whenever she came to handle procedures, she often had to observe and ask multiple times to identify the right counter without knowing what documents to prepare. Now, with just a few operations on the AI robot, she receives complete guidance ranging from procedure lookup and document verification to transaction counter locations. She noted that the robot guides clearly and understandably, allowing her to know what documents to prepare prior to submission and ask questions immediately if unclear, making procedure completion faster without needing multiple trips as before.

Sharing similar feelings, Nguyễn Thị An from Hoa Ban Residential Group evaluated that applying the AI robot creates a modern image for administrative agencies while enabling citizens to access information more easily and accurately. She stated that although she initially thought the robot was merely for introduction, using it proved highly useful as the AI robot provides full process guidance and answers numerous administrative procedure questions, enabling her to prepare a complete dossier before approaching the counter and saving a lot of time.

Put into operation since early 2026, the AI robot is built with a regularly updated administrative procedure database, ensuring consistent, accurate, and timely information aligned with new State regulations. This serves as a solution helping citizens proactively research information, reducing reliance on direct guidance from cadres.

Alongside the AI robot, the Public Administrative Service Center of Điện Biên Phủ ward synchronously deploys various digital transformation solutions, such as receiving and processing dossiers on the Administrative Procedure Settlement Information System, as well as connecting with the National Population Database and specialized databases. Citizens can use chip-embedded citizen identity cards or VNeID electronic identification accounts to carry out numerous procedures. The entire dossier handling process is digitized, allowing real-time progress tracking and notifications via text messages or electronic applications, contributing to enhancing openness and transparency.

Beyond assisting citizens, AI has become an effective tool supporting cadres and civil servants. The center introduced the MISA ONE AI Virtual Assistant to support looking up legal normative documents, searching specialized regulations, and drafting administrative documents, thereby shortening work processing times while elevating advisory and dossier resolution quality.

According to Vũ Thị Tuyết Lan, Director of the Public Administrative Service Center of Điện Biên Phủ ward, applying the AI robot brings practical benefits to both citizens and cadres. She affirmed that the AI robot significantly reduces initial guidance time, helping citizens look up administrative procedures more quickly, accurately, and fully. Consequently, civil servants at the reception section reduce repetitive workloads, allowing them to focus on professional dossier appraisal and handling, which serves as a crucial solution to elevate service quality and build a friendly, modern, professional government image.

Since the beginning of the year, the Public Administrative Service Center of Điện Biên Phủ ward has received 5,874 dossiers, successfully resolving 5,745 dossiers while currently processing 129 dossiers. These results demonstrate that applying information technology and artificial intelligence brings clear efficiency, transforming service quality for citizens. The AI robot helps standardize information right from the reception stage, minimizing incomplete or erroneous dossiers, reducing wait times, and enabling cadres to concentrate on resolving more complex professional matters.

Pioneering the introduction of the AI robot into operation at the Public Administrative Service Center of Điện Biên Phủ ward is not merely applying a new technology device, but represents a shift in service mindsets. This serves as a vital foundation for building a modern, citizen-centric digital administration aimed at better serving the needs of citizens and enterprises.