KDN Launches AI Digital Human To Improve Public Service Delivery

The Ministry of Home Affairs (KDN) has introduced an AI-powered virtual representative, known as the AI Digital Human, to streamline public access to information regarding its services. This innovation is part of KDN's digital transformation strategy under the slogan "AI for KDN, KDN for AI," which was unveiled by Home Minister Datuk Seri Saifuddin Nasution Ismail.

The AI Digital Human functions as a holographic representation of the minister, enabling users to engage in natural conversation and seek answers to inquiries related to matters under KDN's purview. This interactive feature aims to simplify information retrieval, eliminating the need for users to navigate through various portals, menus, and documents to locate pertinent data.

The technology supports interactions in 12 languages, including Malay, English, Mandarin, Tamil, and Arabic, thereby facilitating communication for individuals from diverse linguistic backgrounds. Saifuddin emphasized that the AI Digital Human is intended to complement, rather than supplant, human government officials, enhancing the overall efficiency of public service delivery.

During the launch, the Home Minister also urged all agencies within KDN to integrate AI into their core functions to boost productivity, efficiency, and overall service quality. KDN has been actively incorporating AI into its operations over the past three years, with nearly 75% of its workforce now prepared to utilize AI technologies.

The ministry has already demonstrated the practical application of AI by generating initial drafts of responses to parliamentary inquiries raised by Members of Parliament during Dewan Rakyat sessions. These drafts are subsequently reviewed and verified by ministry officials before being finalized.