Minwon 99
Abstract
Minwon 99 is an LLM-based malicious civil complaint filtering system designed to reduce emotional labor for public officials. The platform evaluates complaint harmfulness, performs emotion moderation on toxic language, and provides similar case references ranked by relevance. Evaluated with 15,000 Korean UnSmile dataset entries and 22 active public officials via SUS and Product Reaction Cards, achieving a SUS score of 68.5 (meeting industry standard) with overwhelmingly positive user sentiment.
Introduction
Korea's national civil complaint system (Gukmin Sinmungo) suffers from frequent abusive and emotionally charged submissions, causing severe emotional labor and stress for public officials. While existing LLM research focuses on information retrieval and answer generation, few address the emotional burden of processing malicious complaints. Minwon 99 introduces LLM-based profanity filtering, cosine similarity-based similar case retrieval, and emotion moderation to bridge this gap.
System Architecture
Minwon 99 provides three core functions: (1) Complaint Assistant Chatbot — an LLM-powered chatbot that helps citizens draft structured complaints through conversation, with one-click paste into the complaint form. (2) Similar Case Search — uses cosine similarity to rank and present relevant past complaints to both citizens and officials. (3) Malicious Content Filtering & Emotion Moderation — evaluates complaint toxicity levels and moderates harmful language before presenting to officials, with a mean clean value improvement of 0.41 (t=143.45, p<0.001).
Demo Video
Usability Test
A usability evaluation was conducted with 22 active public officials who had hands-on experience with Gukmin Sinmungo (Korea's national complaint portal). Participants assessed Minwon 99 across three core dimensions using a 7-point Likert scale: (1) Malicious complaint filtering — scored 5.23/7 with 72.73% positive responses, confirming the system effectively reduces exposure to harmful content. (2) Similar case provision — scored 6.27/7 with 95.45% positive responses, the highest-rated feature, indicating strong utility for referencing past cases. (3) Processing time reduction potential — scored 5.14/7 with 77.27% positive responses, suggesting meaningful efficiency gains. System Usability Scale (SUS) evaluation yielded a mean score of 68.5, meeting the industry benchmark of 68 for acceptable usability. Product Reaction Cards (PRC) analysis revealed a clear perceptual shift between the two systems — Gukmin Sinmungo was most associated with "outdated", "stressful", and "ambiguous", while Minwon 99 received "convenient", "useful", and "efficient" as top descriptors. Notably, stress-related card selections dropped from 10 (Gukmin Sinmungo) to 0 (Minwon 99), demonstrating the system's effectiveness in alleviating emotional burden on public officials.
