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…
The deployment of artificial intelligence (AI) on Hong Kong's 1823 complaint platform will decrease public frustration and improve governance, according to lawmakers and an expert. The technology could reduce residents' waiting times and streamline case handling by directing inquiries to the appropriate departments. Technology-sector lawmaker Duncan Chiu highlighted previous issues with cases being assigned to the wrong authorities, stating that AI could guide phone operators to ask more targeted questions, leading to clearer triage and significant time savings for residents.
The Digital Policy Office operates Hong Kong's 1823 inquiry and complaint platform and plans to expand AI use to aid staff in transcribing residents' calls, summarizing emails, logging information, and triaging complex and urgent cases for experienced staff. The office aims to free staff from handling routine cases, enabling them to focus on resolving more complex issues and better addressing residents' needs.
Chiu explained that the delayed implementation of AI tools was due to the complexity of the underlying technology, particularly in accurately transcribing Cantonese, given its diverse accents and mix with English. He noted that while Hong Kong's AI initiatives could match about 80% of Beijing's platform capabilities, the main differences lay in administrative mandates and a centralized database. Hong Kong authorities may need to assess whether adopting a similar approach would be cost-effective.
Lawmaker Johnny Ng Kit-chong supported expanding AI use in governance, suggesting its application in monitoring departments' progress in following up on complaints and using computer vision to analyze photos and videos submitted by residents. Michael Chau, a professor at the University of Hong Kong, agreed that incorporating AI on the 1823 platform was a step in the right direction, potentially balancing efficiency and quality.
However, he cautioned about the greater risks associated with agentic AI, which can act autonomously and poses greater privacy and security concerns.
Written by urgent.news from South China Morning Post - Hong Kong's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
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