{"slug": "hong-kong-to-expand-ai-use-on-1823-platform-to-vet-public-inquiries-by-end-of", "title": "Hong Kong to expand AI use on 1823 platform to vet public inquiries by end of year", "summary": "Hong Kong's Digital Policy Office will expand AI use on the 1823 public inquiry platform by the end of the year to transcribe, summarise and triage residents' inquiries, with acting commissioner Daniel Cheung Yee-wai saying the goal is to elevate service quality, not cut manpower. The platform received over 7.5 million submissions last year, with 4.1 million resolved by automated services, and the office will explore agentic AI from the fourth quarter. Assistant commissioner Simon Lam Kwok-wai expects the technology to shorten call and email handling times by 15% and 30%, respectively.", "body_md": "# Hong Kong to expand AI use on 1823 platform to vet public inquiries by end of year\n\nDigital Policy Office also says it will explore using agentic AI from fourth quarter, automating certain tasks to free up staff for other duties\n\nThe operator of the Hong Kong government’s 1823 platform will expand the use of artificial intelligence (AI) within the year to transcribe, summarise and triage residents’ inquiries, freeing frontline staff to handle more complicated cases.\n\nThe Digital Policy Office also said on Thursday that it would start exploring the application of agentic AI from the fourth quarter of this year and study how it should be expanded to other departments “with a safe and controlled approach”.\n\nThe 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.\n\nActing 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.\n\nCheung said the expansion would enable staff to dedicate more time to solving complex cases and better address residents’ needs.\n\n“Our goal is to elevate the service quality so that residents can receive the service or answers they need. Cutting manpower demand is not our objective,” he said.\n\nSimon Lam Kwok-wai, the office’s assistant commissioner for contact centre and change management, said he expected the technology to shorten handling time for calls and emails by 15 per cent and 30 per cent, respectively.", "url": "https://wpnews.pro/news/hong-kong-to-expand-ai-use-on-1823-platform-to-vet-public-inquiries-by-end-of", "canonical_source": "https://www.scmp.com/news/hong-kong/society/article/3365438/hong-kong-expand-ai-use-1823-platform-vet-public-inquiries-end-year?utm_source=rss_feed", "published_at": "2026-08-27 07:28:51+00:00", "updated_at": "2026-08-27 07:50:53.391145+00:00", "lang": "en", "topics": ["artificial-intelligence", "ai-agents", "ai-products"], "entities": ["Digital Policy Office", "Daniel Cheung Yee-wai", "Simon Lam Kwok-wai", "1823 platform"], "alternates": {"html": "https://wpnews.pro/news/hong-kong-to-expand-ai-use-on-1823-platform-to-vet-public-inquiries-by-end-of", "markdown": "https://wpnews.pro/news/hong-kong-to-expand-ai-use-on-1823-platform-to-vet-public-inquiries-by-end-of.md", "text": "https://wpnews.pro/news/hong-kong-to-expand-ai-use-on-1823-platform-to-vet-public-inquiries-by-end-of.txt", "jsonld": "https://wpnews.pro/news/hong-kong-to-expand-ai-use-on-1823-platform-to-vet-public-inquiries-by-end-of.jsonld"}}