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