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Good practice Imported

1823 — Hong Kong's AI-Assisted Citizen Contact Centre Now Resolving 90%+ of Chatbot Enquiries

Hong Kong · Hong Kong · See the Hong Kong profile · See the Hong Kong profile

Evidence: Observational / pre–post Top 14% 80/100 · Ask Evidence Copilot about this practice

Hong Kong's cross-department 1823 hotline now uses AI speech recognition, generative-AI drafting and a chatbot resolving over 90% of its 10,000+ monthly queries (double 2023) across 4.26 million digital self-service uses, officials told the Legislative Council in June 2025.

>90%
Chatbot enquiries resolved without staff involvement (2024)
10,000+ per month (double the 2023 volume)
Monthly chatbot enquiries (2024)
4.26 million uses
Digital self-service uses (2024)
56% of 7.55 million total interactions
Share of total interactions via digital self-service (2024)
4.60 out of 5.00 (up from 4.56 in 2023)
Citizen satisfaction score (2024)
1823 — Hong Kong's AI-Assisted Citizen Contact Centre Now Resolving 90%+ of Chatbot Enquiries

Details

Maturity
Established
Promoter
Hong Kong SAR Government (1823 Contact Centre / Efficiency Office)
Period
2023-2025
Keywords
citizen contact centre, complaints handling, generative AI, digital government

Context

Hong Kong's 1823 Contact Centre has, since 2023, progressively introduced AI to handle enquiries, compliments, suggestions and complaints on behalf of 23 government bureaux and departments.

Activities

The centre applies AI speech-recognition to transcribe and triage voice messages, generative AI to help staff draft written responses, and an AI chatbot with a smart interactive voice-response system integrated with a geographic-information platform for location-based queries.

Results

The government's 2025 Legislative Council reply states the AI chatbot handled over 10,000 enquiries a month in 2024 (double the 2023 volume), resolving more than 90% of chatbot interactions without staff involvement. Digital self-service channels overall reached 4.26 million uses in 2024, 56% of the centre's 7.55 million total interactions, and citizen satisfaction rose to 4.60 out of 5.00, up from 4.56 in 2023.

Conclusions

The centre's own figures acknowledge that a share of AI-triaged cases still require referral to other departments for resolution, and no independently audited accuracy or bias assessment of the underlying models has been published alongside the satisfaction and volume statistics.

Implementation
Indicative cost
Medium (€50k–€500k)
Time to results
Medium (1–3 years)
Staffing & skills
1823 Contact Centre staff, assisted by generative AI for drafting responses, AI speech-recognition and chatbot systems operated on behalf of 23 government bureaux and departments

Conditions for success

  • Existing centralised, cross-department contact centre infrastructure to plug AI into
  • Integration with a geographic-information platform for location-based queries
  • Progressive, multi-year rollout (2023 onward) rather than a single big-bang launch

Common failure modes

  • A share of AI-triaged cases still require referral to other departments for full resolution
  • No independently audited accuracy or bias assessment of the underlying models has been published

Commonly funded by

National / regional programmes

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Data sources

Where this practice's information was retrieved from, and when.

Attachments

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