TechAI-powered hotline: How technology helps Beijing listen, respond and act

Beijing’s 12345 citizen hotline has handled 180 million requests from residents and businesses over seven years, with a 97.3% resolution rate and 97.7% satisfaction rate. AI now helps identify callers’ intentions, transcribe speech, create service records and recommend departments for follow-up, freeing operators to focus on listening and resolving problems.

Beijingartificial intelligence12345 hotline

CCGTN★★☆☆☆2026-10-09 03:09Original