The operator of Hong Kong's government 1823 platform will expand its use of artificial intelligence (AI) by the end of 2026 to transcribe, summarise, and triage residents' inquiries. This expansion aims to free frontline staff to focus on more complicated cases and improve service quality.
The 1823 public inquiry service platform received over 7.5 million submissions last year, with more than half—around 4.1 million—resolved through automated services including AI text and audio chatbots.
Hong Kong’s acting commissioner for digital policy, Daniel Cheung Yee-wai, stated that the platform will extend AI use to assist staff in transcribing calls, summarising emails, and logging submissions by year-end. Cheung emphasized that this expansion will allow staff to dedicate more time to solving complex cases and better meet residents' needs.
Simon Lam Kwok-wai, assistant commissioner on contact centre and change management, expects the AI technology to reduce handling times by 15% for calls and 30% for emails.
Additionally, the Digital Policy Office announced plans to explore the application of agentic AI starting in the fourth quarter of 2026. The office will study how to safely and controllably expand this technology to other government departments.
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