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Hong Kong to expand AI on 1823 public inquiry platform by year-end
The 1823 platform handled more than 7.5 million resident submissions last year, with 4.1 million resolved through automated AI services.
Hong Kong plans to expand its use of artificial intelligence on the government’s 1823 public inquiry platform by the end of this year, aiming to improve how residents’ calls and messages are processed, according to SCMP Economy. The expansion will include using AI to transcribe and summarize inquiries and triage cases so frontline staff can focus on more complex requests.
The Digital Policy Office said it will also begin exploring agentic AI starting in the fourth quarter, with a focus on how it can be rolled out to other departments using a “safe and controlled approach,” SCMP Economy reported. Acting commissioner for digital policy Daniel Cheung Yee-wai said the goal is to elevate service quality rather than simply reduce manpower needs.
SCMP Economy added that the 1823 platform received more than 7.5 million submissions from residents last year, with 4.1 million resolved through automated services such as AI text and audio chatbots. The government expects the added AI capabilities to help staff log submissions into the system and spend more time solving difficult cases.
In the government’s view, extending AI on 1823 should allow residents to get the service or answers they need more efficiently, SCMP Economy reported, while keeping complex cases with human staff.