This study investigates the effect of artificial intelligence technology on the service efficiency of the 12345 government hotline in Xi'an, China. Using a quantitative research design and purposive sampling, data were gathered from 128 AI company staff, 93 hotline operators, and 29 AI experts through a researcher-made questionnaire and analyzed using SPSS. Weighted-mean and ANOVA analysis reveal significant correlations between service efficiency and six AI applications — intelligent voice navigation, seat assistance, call-out follow-up, quality-inspection analysis, knowledge base, and intelligent management — with voice navigation emerging as the most influential factor and knowledge base the least. An overall weighted mean of 4.19 confirms AI's positive impact on hotline performance, with significant differences observed by sex and educational background. Based on these findings, the study proposes an enhanced strategic management plan for AI deployment in government hotline services.
