Beijing Forum Highlights AI Use in 12345 Public Service Hotline

Oct 14, 2026
The 2026 Beijing Forum on Swift Response to Public Complaints highlighted how the city's 12345 hotline uses AI and data to identify recurring issues and support public service decisions.

The 2026 Beijing Forum on Swift Response to Public Complaints opened Monday, CCTV+ said in an announcement. The two day event includes research findings, reports on city hotlines and case studies about urban administration.

The Beijing Municipality operates the 12345 hotline as a single platform for reporting problems, filing complaints and requesting information about energy, transport, health care and housing. Since 2019, the service has added AI and large scale data analysis to identify recurring issues and inform public service decisions.

The hotline has handled about 200 million requests from residents and businesses. The forum continues Tuesday with parallel sessions and visits to local communities.

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