Hanoi to pilot AI-based hotline 19001009 since March

6:48 AM, Sun March 02, 2025

The Hanoi Public Administration Service Center has launched a trial run of its AI-powered smart hotline, 19001009 on March 1. The implementation of this AI hotline reflects Hanoi's commitment to modernizing public administration, enhancing transparency, efficiency, and citizen satisfaction.

According to the Hanoi Public Administration Service Center, the AI hotline 19001009 is part of the "AI Employee" system—an artificial intelligence solution designed to assist both citizens and staff in accessing information, navigating administrative procedures, and resolving inquiries.

Hanoi to pilot AI-based hotline 19001009 since March- Ảnh 1.

Locals at a public administrative services center in Dong Da District.

With its multi-channel system, citizens can interact with the "AI Employee" through various platforms, including a chatbot on the website dichvucong.hanoi.gov.vn and the iHanoi mobile application, the AI hotline 19001009, an AI-powered hotline integrated into the iHanoi OTT app, self-service kiosks at the center's lobby, a smart receptionist robot in the reception area, and AI technology platforms such as Vedax AI Platform, ZeroChat, and ZeroPhone.

Instead of waiting in line or on hold, citizens can now quickly look up procedures via chatbot, the AI hotline, or by interacting directly with kiosks or robots. They only need to choose their preferred communication channel—chatbot, phone, OTT application, kiosk—and receive consistent answers.

These support services are provided free of charge, reducing the need for in-person visits and printed documents. The AI solution also helps automate processes at the Hanoi Public Administration Service Center, easing the workload on staff and allowing them to focus on more complex tasks. Additionally, AI technology ensures faster, more comprehensive, and more accurate responses compared to traditional methods. Since the AI model only needs to be trained once, the center can quickly expand the "AI Employee" to new platforms, such as additional robots or kiosks, without rebuilding the system from scratch.

Hanoi to pilot AI-based hotline 19001009 since March- Ảnh 2.

Support locals in realizing public services at Ha Dong District.

This AI-powered hotline optimizes request handling, improves administrative efficiency, and provides quick, accurate responses regarding administrative procedures, online public services, and related issues. The system is capable of understanding natural language, analyzing inquiries, and delivering precise answers to common questions.

The AI hotline 19001009 operates continuously, enabling citizens to access information anytime, anywhere. It is integrated with public service systems to provide real-time updates and supports multiple communication channels, including phone, website, chatbot, and mobile applications.

The implementation of AI hotline 19001009 underscores Hanoi's commitment to innovation and modernization in public administration, strengthening transparency, efficiency, and citizen satisfaction.