Artificial intelligence is reshaping public services, and Vietnam is embracing the trend with the deployment of AI kiosks for government administration.
Dong Tien’s deployment is more than an information or queue-ticket kiosk: it is a guided digital-intake channel linked to VNeID and Vietnam’s national public-service platform. In the initial pilot of 11 procedures, simple applications were reported to take about one minute, while online submission averaged 1.4 minutes. However, the kiosk should be viewed as an intake and assistance layer—not an autonomous replacement for civil servants—because officials remain responsible for reviewing applications and handling exceptions.
From Information Kiosks to AI Kiosks
Traditional self-service kiosks mainly provide basic functions such as information lookup and queue management. The new generation of AI kiosks goes much further by helping citizens complete administrative tasks through intelligent interaction.
The system integrates several advanced technologies, including:
- Artificial Intelligence (AI)
- Voice Recognition
- Natural Language Processing (NLP)
- Optical Character Recognition (OCR)
- Digital identity verification
Instead of searching through multiple government websites, users can simply describe the service they need, and the kiosk guides them through the entire process.
Faster and Smarter Public Services
The AI kiosk is designed to reduce waiting times while improving service efficiency.
Citizens can receive guidance for services such as:
- Birth registration
- Residence registration
- Driver’s license renewal
- Online document submission
According to the pilot program, some applications can now be completed in about one minute, while online submissions take just over a minute. The intelligent system also helps reduce incomplete applications by automatically checking required documents.
Why AI Kiosks Matter
Governments worldwide are investing in smart kiosks to improve digital public services.
Compared with traditional service counters, AI-powered kiosks offer several advantages:
- 24/7 self-service access
- Faster processing
- Reduced workload for government staff
- Improved user experience
- Greater digital accessibility
These benefits make AI kiosks an important part of smart city and digital government initiatives.
The Future of Self-Service Government
Vietnam’s latest deployment reflects a growing trend toward AI-powered public administration.
As technologies such as AI, OCR, NLP, and digital identity platforms continue to evolve, public service kiosks are expected to become more intelligent, enabling governments to deliver faster, more efficient, and more accessible services.
For kiosk manufacturers and solution providers, the public sector is becoming an increasingly important market as governments accelerate digital transformation across administrative services.
Conclusion
The introduction of AI kiosks in Vietnam demonstrates how self-service technology is moving beyond retail into public administration.
By combining artificial intelligence with digital government platforms, AI kiosks are helping create faster, smarter, and more citizen-friendly public services while supporting the broader development of smart cities.