The government’s 1823 hotline processed 7.55 million cases last year using artificial intelligence to handle tasks such as case intake and response drafting, Secretary for Innovation, Technology and Industry Sun Dong revealed.

Operated by the Digital Policy Office, 1823 provides 24-hour customer service to manage public enquiries, complaints and suggestions across 23 government departments.

Speaking at the Legislative Council meeting, Sun said the government is employing AI speech recognition technology and algorithms to analyze public inquiries received via phone calls and written submissions. Generative AI is also being used to assist 1823 staff in drafting responses.

Additionally, AI chatbots, smart interactive voice response systems, and online self-service platforms are being deployed to handle general or frequently asked inquiries in real time, allowing resources to be focused on more complex cases.

Sun cited that the 1823 AI chatbot currently processes over 10,000 inquiries monthly, double the number in 2023, with a resolution rate exceeding 90 percent.

He indicated that authorities will further enhance 1823’s case classification, triage, and referral mechanisms through operational data analysis and process optimization. AI adoption will also expand across other service areas.

“For example, we will use AI to capture case information from emails for inputting to the case management system; provide digital self-service for case progress tracking; and enhance the question-answering capabilities of chatbot, etc, to improve operational efficiency and user experience,” he said.

Meanwhile, Sun said on a radio program on Wednesday that the city has developed multiple AI models now being used within the government, with plans to launch some commercially this year.

Among these is “HKPilot,” a generative AI document-processing copilot application for civil servants. Since its rollout in mid-2024, over 12,000 government employees have been using the tool.

He highlighted that early this year, the system was enhanced by integrating DeepSeek’s open-source technology, marking a technical leap forward.

Additionally, the mobile version of “HKChat”, an AI chatbot, is expected to launch in the second half of this year.

Beyond software, Sun noted that the government is setting up two production lines at the Yuen Long InnoPark under the Hong Kong Science and Technology Parks Corporation, focusing on third-generation semiconductors, with operations slated to begin next year.

(Cheng Wong)

1823 hotline handled 7.55M cases last year with AI assistance