Digital Technology Enhances 12345 Hotline, Improving Urban Governance Efficiency - International Web Portal of Beijing

For more than seven years, the Beijing 12345 Hotline has handled approximately 200 million requests from individuals and businesses, with its resolution and satisfaction rates consistently above 97 percent. Today, digital technology is reshaping this public service hotline to further boost urban governance efficiency. "Jingjing", an AI agent built into the Jingtong app, offers a new channel for receiving public requests. Residents' spoken requests are transcribed into text in real time. Using a large AI model, "Jingjing" can interpret requests and guide users step by step like a human customer service representative to gather key information needed for handling. Residents can also upload photos and videos as supporting evidence. Once key details, including the address and incident description, are recorded and the location is verified, the system automatically generates a task and sends it to the backend system, enabling residents to submit requests anytime. The hotline uses an intelligent system to anticipate peak calling periods and forecast call volumes using historical weather and traffic data and other types of information, keeping the prediction error within 4 percent.