AI Solution Catalogue

ReplyWiseAI is an AI-powered citizen enquiry and correspondence management platform developed by NCS (HK) Limited. The solution leverages Retrieval-Augmented Generation (RAG), knowledge retrieval, document intelligence, and workflow automation to help departments manage public enquiries, complaints, and service requests more efficiently and consistently.

The platform automatically classifies incoming enquiries, retrieves relevant policies and reference materials, extracts information from documents and attachments, and generates source-grounded draft responses for officer review and approval. By combining AI assistance with human oversight, ReplyWiseAI helps ensure accuracy, traceability, and compliance with departmental policies and procedures.

ReplyWiseAI addresses common public service challenges such as high enquiry volumes, time-consuming information searches, inconsistent responses, and the processing of unstructured documents. It enables officers to respond faster, improve service consistency, reduce manual workload, and deliver higher-quality citizen services while maintaining governance and accountability. The solution supports Traditional Chinese, Simplified Chinese, and English, and can be deployed securely in on-premise, private cloud, or government cloud environments

AI-Assisted Public Enquiry and Correspondence Management

Departments receive large volumes of enquiries, complaints, and service requests via emails, web forms, letters, voices, and other channels. Officers often spend significant time manually classifying cases, searching for relevant policies and historical records, and preparing responses, which can result in long processing times and inconsistent service quality.

ReplyWiseAI improves public services by automatically classifying enquiries, retrieving relevant policies and knowledge sources, extracting information from attachments and scanned documents, and generating draft responses for officer review. The solution helps officers handle enquiries more efficiently while ensuring responses are accurate, consistent, and aligned with approved government policies and procedures.

Benefits to Public Services Faster response times to enquiries and complaints through AI-assisted processing and drafting. Improved consistency and quality of responses across departments and service channels. Enhanced experience through more timely and accurate communications. Increased productivity of officers by reducing manual document searches and repetitive drafting work. Better governance, transparency, and accountability through audit trails and source-grounded responses. Support for bilingual public services in Traditional Chinese and English.

Costs and Benefits

Costs Initial solution licensing and implementation. Knowledge base setup and integration with existing systems. User training and change management. Ongoing subscription, infrastructure, and maintenance costs depending on deployment model (On-Premise, Private Cloud, or Government Cloud).

Benefits Reduced manual effort and operational costs associated with enquiry handling. Increased case handling capacity without proportional increases in manpower. Reduced response preparation time by leveraging AI-powered knowledge retrieval and drafting. Higher service consistency and reduced risk of inaccurate or unsupported responses. Improved utilisation of institutional knowledge and historical records. Scalable platform that can be extended to chatbot services, document processing, knowledge management, and workflow automation initiatives.

Expected Outcome ReplyWiseAI enables departments to deliver faster, more consistent, and higher-quality services while improving operational efficiency and maintaining the governance, security, and accountability required in the public sector.