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2026 Beijing Forum on Swift Response to Public Complaints

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BEIJING, Oct. 13, 2026 (GLOBE NEWSWIRE) — Haidian District leverages large language models (LLMs) to shift from case-by-case complaint resolution toward trend based root cause governance. Its livelihood-focused digital initiatives have delivered tangible outcomes, including improved physical fitness among teenagers and reduced traffic congestion during evening rush hours.

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An upgraded visit model, an immersive experience of digital-intelligent scenarios

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“Open a window on the hotline, and see China’s governance.” Building on the 2024 event, this visit has been upgraded in quality, deeply integrating the practice of the Swift Response to Public Complaints (SRPC) reform with the forum’s themes, and creating an internationalized visit model centered on concept dissemination, digital-intelligent display, and outcome communication.

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The 2026 forum’s “Visit to the 12345 Hotline” event has transformed the latest achievements of the four “smart” systems – smart workplace, smart customer service, smart agent assistance, and smart hub – into visual, interactive, and perceptible real-world scenarios: the 12345 Hotline Digital-Intelligent Innovation Lab. Guests no longer simply listen to introductions; they step into real work scenarios, operate functional modules with their own hands, intuitively understand the people-centered philosophy of urban governance, and experience in all dimensions the “Beijing Model” of digital-intelligent empowerment in megacity governance.

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Walking into the hotline call-handling site, the guests saw the achievements of digital-intelligent technology integrated into the entire process of public service laid out before them one by one.

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In the smart workplace area, the precise call prediction system, built on multi-source big data such as meteorological and traffic data, enables scientific allocation and efficient coordination of operator staffing. The real-time scheduling data screen allowed guests to directly feel the efficiency support behind responses to citizen appeals. 

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In the smart customer service display area, featured services were showcased together, including foreign-related service channels in 10 languages, enterprise-dedicated desks receiving an average of over 2,500 appeals per day, and video sign language accessibility services. Many guests tried out the appeal interaction function of the Jingtong App on site, experiencing first-hand the efficient process of AI intelligently collecting appeals and automatically generating handling work orders. 

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The AI-assisted handling, intelligent quality inspection, and review functions of the smart agent assistance system demonstrated to guests the standardized and precise support for citizen appeal handling throughout the entire process, from receipt to evaluation.