Digital Policy Office steps up AI use on 1823 gov hotline

The Digital Policy Office is expanding the use of AI on the 1823 government hotline. They include introducing voice recognition technology which is expected to trim case processing time after calls by around 15%.

The new functions are expected to be rolled out by the end of this year.

The office will also tap AI in the generation of case summaries from the subjects of incoming calls and emails, identification of cases in need of priority attention and conversion of public enquiries into data dashboards to help analyse trends in livelihood issues.

Meanwhile, the government’s iAMSmart platform will introduce an AI assistant to provide round-the-clock, real-time answers to enquiries about public services.