Hanoi has begun the trial operation of an AI-powered virtual civil servant, designed to understand natural language and provide accurate responses to inquiries about administrative procedures and online public services.

The Hanoi Public Administration Service Center has introduced a smart AI-powered hotline (19001009) to assist citizens with administrative procedures, public services, and other related issues.

This AI system is integrated with Hanoi’s public service platforms, providing real-time updates and multi-channel support. Citizens can access the service via phone, website, chatbot, or mobile app.

The AI-powered hotline is capable of understanding and processing natural language queries, offering accurate answers to frequently asked questions while operating 24/7.

To access the service, residents can interact with the AI chatbot on the official website (dichvucong.hanoi.gov.vn), the iHanoi mobile app, call the 19001009 hotline, or use self-service kiosks and AI-powered reception robots.

Instead of waiting in long queues or being put on hold over the phone, citizens can now select their preferred communication channel to receive immediate assistance. The system ensures consistent responses at zero cost, reducing the need for travel, paperwork, and printing.

The introduction of AI-powered virtual civil servants is expected to automate administrative processes, reduce the workload for government staff, and allow civil servants to focus on specialized tasks.

As part of Resolution 57 by the Politburo, Hanoi is committed to making science, technology, innovation, and digital transformation the driving forces of its economic and social development.

The city aims to establish itself as a leading hub for innovation, scientific research, technology transfer, and digital advancement in Vietnam.

Looking ahead, Hanoi plans to introduce additional digital transformation initiatives, including AI-powered virtual assistants for document inquiries and administrative approvals.

Trong Dat