AI and multilingual services empower Beijing's 12345 hotline

Beijing's 12345 hotline is using artificial intelligence and multilingual services to improve public services and address the needs of residents and businesses in the capital.

Since Beijing launched its Swift Response to Public Complaints reform in 2019, the hotline has handled about 200 million requests. In 2025 alone, it received approximately 25.8 million requests.

At the hotline's service center, international callers can access services in 10 languages, while video-based sign language interpretation helps improve accessibility.

Feng Yingyi, deputy director of the Beijing Municipal Citizen Service Hotline Center, said the reform had gradually gained recognition among international residents in Beijing. Staff at the English-language service desk help callers resolve inquiries with fluent communication.

AI tools are also making operations more efficient. By analyzing data on weather, traffic, and other factors, the system helps forecast incoming calls and allocate staff. It can also collect information, generate service orders, and recommend the appropriate departments to handle requests. Li Zhaochen, a hotline operator, said the tools assist with typing and searching, allowing him to process a service order in about five minutes.

The reform has also attracted international attention. Omar Al-Razzaz, a former prime minister of Jordan, left a handwritten message after visiting the center.