MaiAgent, Taiwan's enterprise generative AI platform, today announced that its AI-powered customer service system has officially launched on the Tainan City Government's One-Stop Integrated Service Platform. The system covers more than 500 municipal application services spanning social welfare, healthcare, emergency services, agriculture, culture and tourism, finance and land administration, and environmental protection. Powered by MaiAgent's large language model (LLM) and Agentic RAG technology, citizens can now ask questions in everyday language and instantly receive accurate information on eligibility requirements, required documents, and application procedures — with direct navigation to the relevant online application page, all within a single interface.
The Hidden Barrier in Municipal Service Queries
Local governments typically offer hundreds of types of services, but information is scattered across multiple departments, making it time-consuming for citizens to find what they need. Traditional keyword-based systems require users to know the exact administrative terminology — to ask about temporarily using a road for an event, you need to know the official term is "temporary road use permit." For citizens unfamiliar with government jargon, this creates an invisible barrier to access. The absence of after-hours support further leaves urgent requests unaddressed.
Beyond Search: Understanding the Question
MaiAgent's AI customer service for Tainan City is built on the company's proprietary Agentic RAG technology — an advanced retrieval-augmented generation architecture that lets AI autonomously determine which knowledge sources to draw from before generating a response. This allows the system to synthesize application information scattered across multiple departments into complete, accurate answers.
Citizens don't need to know administrative terminology. Asking "I want to borrow a road near my home for an event" is enough for the AI to understand the intent and provide correct guidance. The system checks eligibility in real time, lists required documents, and navigates directly to the appropriate online application page. Operating 24 hours a day, the platform gives citizens access to accurate municipal information at any hour — while freeing government staff to focus on cases requiring professional judgment.
Keeping AI Answers Current with Every Policy Update
The accuracy of any AI customer service system depends on the completeness and timeliness of its underlying knowledge base. MaiAgent worked with Tainan City Government's Smart Development Center and individual departments to conduct a comprehensive audit of service data, document application workflows, and build a structured FAQ knowledge base. Multi-stage testing was conducted to ensure response accuracy. The knowledge base operates on a continuous update model — when policies change, forms are revised, or new services launch, department staff can update content directly without technical assistance.
Quotes
Daniel Chang, CEO of MaiAgent: "The Tainan City Government One-Stop AI Customer Service project demonstrates the enormous potential of AI in public services. MaiAgent's Agentic RAG technology makes AI not just a replacement for a search engine, but a genuinely intelligent assistant that understands the context of a question. We believe the best use case for AI is enabling every citizen to access the services they need faster and more equitably."
Tainan Mayor Huang Wei-Che: "As digital technology rapidly evolves, citizens expect greater convenience and immediacy from municipal services. By deploying AI customer service, Tainan City Government aims to let citizens find the information and services they need simply by asking in everyday language — realizing a more accessible and citizen-centric digital government." (Source: Tainan City Government press release)
Wang Hsiao-Wen, Director-General, Tainan City Government Research, Development and Evaluation Commission: "Deploying this AI customer service involved extensive effort from our Smart Development Center — from system architecture planning and platform development to securing cooperation from all departments for data inventorying, workflow documentation, and FAQ building. Through multi-stage testing and optimization, we ensured the system's response accuracy and service quality. The active participation of staff across departments in reviewing and updating content ensures the smart customer service can continue providing the most current, reliable information." (Source: Tainan City Government press release)
Looking Ahead
MaiAgent will continue its collaboration with Tainan City Government to progressively expand the knowledge base and integrate additional department services, establishing the platform as the unified portal for citizens to access and complete municipal services.
About MaiAgent
MaiAgent is Taiwan's enterprise generative AI platform, specializing in helping businesses and government institutions deploy AI Agents and intelligent knowledge management systems. MaiAgent's core technology includes a proprietary Agentic RAG engine with support for on-premise deployment and comprehensive compliance architecture, serving 100+ enterprises and public institutions. Website: www.maiagent.ai
Media Contact
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Email: pr@maiagent.ai
