Request for information under the Code on Access to Information — before-and-after data for the AI functions already in use by 1823
Dear Innovation, Technology and Industry Bureau Digital Policy Office,
I am writing under the Code on Access to Information about the artificial intelligence already in use in the 1823 service. The Efficiency Office gave figures for the 1823 chatbot in its reply of 14 December 2020 to an access-to-information request, and the Digital Policy Office announced on 27 August 2026 that four AI projects are expected to launch this year. I would like data that can be compared before and after these functions went live.
1. For the interactive telephony system, the 1823 chatbot and the "Call Assistant", please provide the following figures for the twelve months before and the twelve months after each function went live: the number of enquiries handled, the share resolved without a staff member, the share handed off to staff, the average handling time and the user rating.
2. Please provide the current figures for the 1823 chatbot on the same definitions used in the reply of 14 December 2020, where the resolution rate was the number of enquiries resolved over the number of enquiries received: the number of enquiries received, the resolution rate, the number of rated sessions and the average user rating.
3. Please state whether the chatbot or any assistant hands a question it cannot answer to a 1823 staff member, and if so, the number and share of conversations handed off.
Scope limiter: if the full period is unavailable, please provide the most recent available quarterly data. If you refuse any part of this request, please state the provision of the Code on Access to Information relied on.
Yours faithfully,
CHEN Zhengxian
We acknowledge receipt of your e-mail. Thank you. (The above is generated
by an auto-reply program.) Best Regards, Digital Policy Office 本辦公室已
接獲您的電郵，內容備悉。 (以上為電腦自動發出的訊息。) 數字政策辦公室
16/10/2026
Dear Sir/Madam,
Thank you for your email addressed to the Digital Policy Office (DPO). Please note that DPO has referred this case to 1823 for follow-up.
1823 is currently handling the case and will provide a substantive reply as soon as possible.
Should you have any enquiries, please feel free to contact us.
Best regards,
Sharon Fung
Assistant Manager
1823
(Case Ref: 3-9791557281)
Case Status Enquiry: www.1823.gov.hk/portal/en/login
Contact Us: www.1823.gov.hk/en/about-us/contact-us
Service Disclaimer: www.1823.gov.hk/en/di.shtm
30/10/2026
Dear Sir/Madam,
I refer to your email dated 11 October 2026 to the Digital Policy Office, requesting information on 1823 under the Code on Access to Information. Our response is as follows:
Based on the available figures in 2025, the Interactive Voice Response System (IVRS) received approximately 200,000 contacts per month in 2025. Of these contacts, 10,792 contacts were resolved directly through the IVRS. Calls that could not be resolved through the IVRS were transferred to live agents for handling. 1823 does not maintain the records of the average handling time and user ratings for IVRS services. However, the customer satisfaction rating for 1823 services in 2025 was 4.6 out of 5.
In 2025, the 1823 chatbot received approximately 10,000 contacts per month with a resolution rate of about 90%. On user satisfaction, in 2025 1823 received 74 valid feedbacks through online surveys with a performance rating of 3.3. The chatbot system is not integrated with a system that enables the transfer of unanswered chatbot enquiries to 1823 staff. Therefore, relevant handoff statistics are not available. Chatbot users are instead provided with relevant contact options to guide them to alternative channels.
For the 1823 Call Assistant, as this project is currently under development, the requested information is not available.
Best regards,
Sharon Fung
Assistant Manager
1823
(Case Ref: 3-9791557281)
Case Status Enquiry: www.1823.gov.hk/portal/en/login
Contact Us: www.1823.gov.hk/en/about-us/contact-us
Service Disclaimer: www.1823.gov.hk/en/di.shtm