Hong Kong to expand AI use on 1823 platform to vet public inquiries by end of year
Digital Policy Office also says it will explore using agentic AI from fourth quarter, automating certain tasks to free up staff for other duties
The operator of the Hong Kong government’s 1823 platform will expand the use of AI within the year to transcribe, summarise and triage residents’ inquiries, freeing frontline staff to handle more complicated cases.
The Digital Policy Office also said on Thursday that it would start exploring the application of agentic artificial intelligence from the fourth quarter this year and study how it should be expanded to other departments “with a safe and controlled approach”.
The government’s 1823 public inquiry service platform received more than 7.5 million submissions from residents last year, with 4.1 million resolved by automated services such as its AI text and audio chatbots.
Acting commissioner for digital policy Daniel Cheung Yee-wai said the platform would extend its use of AI to help staff transcribe residents’ calls, summarise emails and log submissions into its system by the end of the year.