“ Together We Build ” Joining hands to build a safer Hong Kong
FSTB organises exhibition
to promote digitalisation of public service among departments through procurement
Towards full digitalisation of government services
“i-Bonnie”, the i Ambassador
Making enquiries more innovative and interesting
OGCIO launches Elderly IT Stars Recognition Scheme
to commend the elderly proactively leveraging digital technologies
Immigration Department
i-Bonnie leverages the latest built-in interactive voice response programme to understand human conversations and answer public enquiries through AI technology. Enquirers can communicate with i-Bonnie in Cantonese, Putonghua or English. After selecting a language, users simply click “Touch and speak” on the screen to start asking their question. i-Bonnie will then convert the question into text, shown in a dialogue box, and automatically answer the question — simulating human speech, facial expressions and gestures — giving an unprecedented and interesting experience.
ImmD receives more than 1.85 million enquiries annually, of which 200,000 are over-the-counter enquiries. For some common simple enquiries such as methods of obtaining forms, location of public facilities (e.g. toilets and photocopiers) and services provided on individual floors, i-Bonnie will instantly answer the questions with pre-defined contents of conversations. Capable of handling about 200 enquiries per day, the system can effectively divert the enquirers, relieving manpower pressures on the counters. Self-learning is a key feature of AI technology. Through constant interactions with humans, i-Bonnie’s database and its cognitive ability can be continuously enhanced, making it smarter, more humanised and more competent in handling different enquiries.
In view of the COVID-19 epidemic, ImmD is mindful that the public attaches great importance to the hygiene of public facilities. To reduce the risk of virus infection, two sets of i-Bonnie are disinfected with a nano-photocatalyst coating and have their screens cleaned regularly by staff. They are also specially adjusted to different heights to assist wheelchair users and other persons in need.
In the future, ImmD will actively explore the feasibility of extending AI services such as increasing the languages options provided by i-Bonnie, leveraging AI to handle simple telephone enquiries, and integrating with other computer systems. ImmD will continue to examine various types of information technology and innovative ideas to enhance the service quality, with a view to providing the public with excellent, convenient and thoughtful services actualising the values of “striving for excellence” and “putting people first”.
