China's 12345 hotline: Public service is just one call away

China's 12345 is a nationwide public service hotline that connects people with different government departments. It may take just one call to get help, report problems and access public services. But what happens behind that call?

At the hotline's Beijing service center, AI-powered translation, real-time data analysis and an integrated service system help connect citizens with government services more efficiently.

Members of a visiting international political party and think tank delegation got a firsthand look at how the system works — from the moment a call comes in to how requests are analyzed, transferred and followed up.