iAM Smart App Launches AI Assistant for Government Services

The Hong Kong Digital Policy Office officially integrated an AI assistant into the “iAM Smart” mobile application on October 14. Available as part of the version 5.0 update, the new feature allows users to query government public service information using natural language.

AI Assistant Functionality in Version 5.0

Users can access the AI assistant by tapping the mascot “Ah Chi” on the app’s home screen. Once a question is entered, the system searches official government channels to provide information on application requirements, procedural steps, and direct links to relevant online services. The Digital Policy Office began rolling out the version 5.0 update through official app stores on October 14, with the distribution process expected to continue in batches until late October.

The AI assistant is designed to facilitate navigation rather than execute administrative tasks. It does not have the authority to submit applications or complete official approvals on behalf of citizens. For services that support the “Fill Form” function, users can still utilize previously stored personal data—such as names, identity card numbers, and contact information—to auto-fill forms and reduce manual entry time.

Expert Perspectives on Public Service Digitalization

方保僑, honorary president of the Hong Kong Information Technology Joint Council, described the integration of generative AI into public services as a significant step for Hong Kong’s smart city development. The first phase of the AI assistant functions as a 24/7 service that helps address the challenge of navigating fragmented government department information.

方保僑 noted that the first phase of the AI assistant operates around the clock to answer inquiries and helps divert routine inquiries away from front-line and back-office staff to improve overall administrative efficiency.

Expansion Plans for 2026

The current launch marks the first stage of a broader digital strategy. The Digital Policy Office has confirmed plans to release an enhanced version of the AI assistant by the end of 2026. This future iteration will shift from providing general information to offering personalized services.

方保僑 noted that the 2026 upgrade is expected to function as a “smart butler.” In this second phase, the assistant may be capable of analyzing user needs to provide proactive reminders for unpaid bills or application progress updates. It is also slated to integrate with the “Digital Corporate Identity” platform to assist small and medium-sized enterprises in identifying relevant government funding schemes.