Japanese municipalities adopt AI for citizen services and harassment prevention

Japanese municipalities are implementing new AI-driven technologies to enhance administrative services and staff safety.

In Ichikawa City, a new generative AI feature has been launched on the official LINE account. Available 24/7, the tool allows residents to ask a wide range of questions regarding city services using natural language. Unlike previous keyword-based systems, this AI searches official city websites to provide answers, helping citizens navigate complex administrative information. The update also includes a digital circular board for neighborhood associations.

Meanwhile, Toride City is set to formally introduce an AI-powered system to combat customer harassment (kasuhara) at citizen consultation windows. Scheduled for full operation in October 2026 following successful testing, the system utilizes voice recognition and emotion analysis to monitor interactions in real-time. It can detect inappropriate language or rising emotional tension, triggering alerts to management and transcribing conversations to assist staff in high-pressure environments. This initiative follows legal mandates requiring organizations to take measures against harassment.