Hong Kong to expand AI use on 1823 platform to vet public inquiries by end of year

The Hong Kong government’s 1823 platform, which processes public inquiries, plans to expand its use of artificial intelligence (AI) by the end of the year. This expansion will enable the platform to transcribe residents' calls, summarise emails, and triage inquiries, freeing up frontline staff to handle more complex cases. Acting commissioner for digital policy Daniel Cheung Yee-wai expects the technology to reduce handling time for calls by 15% and emails by 30%.

In addition to these AI enhancements, the government will begin exploring the application of agentic AI, which can autonomously trigger actions within embedded systems, from the fourth quarter of this year. Agentic AI could help automate administrative tasks, allowing government staff to focus on issues that require their professional judgment. The trial of agentic AI will initially be piloted within the Digital Policy Office before potentially expanding to other government agencies.

Deputy digital policy commissioner for data governance Ng Ping-chung stated that the trial would focus on automating repetitive administrative matters, ultimately relieving government staff from heavy workloads. By implementing this AI technology, the government aims to improve service quality, ensuring residents receive the necessary assistance promptly.