Hong KongPublic sector2021 – ongoingImmigration Department
i-Bonnie conversational enquiry kiosks
Hong Kong's Immigration Department installed 2 conversational AI enquiry kiosks
Problem
Counter staff handled routine questions about forms and facilities alongside other public enquiries.
Approach
The department installed i-Bonnie kiosks at Immigration Tower in August 2021. Visitors spoke in Cantonese, Putonghua or English, and the system converted their questions into text before responding. Conversational AI matched common enquiries to predefined answers delivered by an animated avatar.
Results
Takeaway
The department described daily handling capacity, without reporting measured enquiry volumes or staff-time savings.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
The Immigration Department described its installed multilingual kiosks in the Civil Service Newsletter. It stated capacity of about 200 enquiries daily and explained that common questions received predefined responses.
Full details are in the original sources.
