AI use on 1823 platform will cut frustration but data safeguards needed: experts
Deploying artificial intelligence on Hong Kong’s 1823 complaint platform will reduce public frustration and strengthen governance, but authorities must also guard against privacy leaks, lawmakers and an expert have said. They described the AI measures announced on Thursday as a step in the right direction, saying the technology could reduce residents’ waiting times and help direct cases to the…
Artificial intelligence will be deployed on Hong Kong’s 1823 complaint platform to reduce public frustration and improve governance, but lawmakers and an expert warn of the need for data safeguards. The technology could decrease residents' wait times and direct cases to the appropriate departments, according to technology-sector lawmaker Duncan Chiu.
The Digital Policy Office plans to expand AI use for transcribing calls, summarizing emails, and logging information, while also using AI to triage complex and urgent cases for experienced staff. Chiu explained that the rollout may seem late due to the complexity of the underlying technology, as few large language models can reliably transcribe Cantonese.
Lawmaker Johnny Ng Kit-chong suggested further AI applications, such as monitoring departments' progress in addressing residents' complaints and using computer vision to analyze photos and videos submitted by residents. Michael Chau, a professor of innovation and information management at the University of Hong Kong, agreed with the expansion of AI use but cautioned about the potential risks, particularly concerning data privacy and errors when AI agents operate autonomously.
The office also plans to pilot agentic AI in the fourth quarter of the year, which refers to technology capable of acting autonomously on users' behalf to carry out various tasks.
Written by urgent.news from South China Morning Post's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
