Hong Kong's AI Overhaul: A Double Edged Sword for Public Services The Hong Kong government's decision to expand the use of artificial intelligence on its 1823 platform is a calculated move to streamline public inquiries and free up frontline staff for more complex cases.
The sheer volume of submissions received by the 1823 platform – over 7. 5 million last year alone – makes it clear that automated services are necessary to keep up with demand.
The fact that half of these inquiries were resolved through AI powered chatbots is a testament to the effectiveness of this approach.