The Digital Policy Office (DPO) has announced the launch of four AI Efficacy Enhancement Projects, an initiative led by its dedicated AI team to upgrade 1823 public services.
Among these is Call Assistant, which leverages speech recognition technology and large language models (LLMs) to transcribe phone conversations on designated topics in real time, automatically generating concise summaries to reduce post-call administrative work by 15%.
Simultaneously, Email Extraction utilises an LLM to analyse incoming public emails, automatically extracting key case details and populating the customer service management system to cut manual data entry time by an estimated 30%.
To streamline urgent matters, Prioritisation of Departments’ Replies applies AI algorithms to analyse email content and flag high-priority cases, with identification time expected to shorten from two days to just a few hours.
Finally, the Dashboard initiative leverages AI to consolidate and present case data, enabling departments to follow up on local issues and strengthen district governance.
Additionally, the DPO plans to launch the 1823 web application on the iAM Smart platform in the fourth quarter to replace the existing 1823 mobile app, allowing the public to access 1823 services directly through the iAM Smart platform.
The DPO is also providing all-round support for departments in adopting AI to drive public service transformation.
The Government Cloud Infrastructure Services, which currently supports over 60 departments and 600 digital government services, provides private cloud services, shared advanced AI computing power, LLMs and AI development tools, enabling departments to develop digital and smart government services more reliably and flexibly.
Furthermore, the DPO will develop two innovative AI services: the iAM Smart AI Assistant, which allows the public to ask questions and instantly receive information and related service links from the app, and AI Agents, which assist government personnel in handling standardised and repetitive administrative tasks using intelligent AI.
Acting Commissioner for Digital Policy Daniel Cheung noted at a briefing that AI is rapidly transforming the mode of public services.
“The Hong Kong Special Administrative Region Government is actively driving an AI+ public service transformation to enhance government efficiency and optimise citizens’ user experience with AI,” Mr Cheung said.
“The DPO will spearhead and provide support in the process, assisting various departments in adopting AI safely and effectively,” he said.