Media Resources

(24 August 2025) Artificial intelligence (AI) is revolutionising industries globally, and The Hong Kong and China Gas Company Limited (Towngas) has been actively pursuing digital transformation in recent years, integrating AI and automation technologies into daily operations. This includes using AI technology to analyse underground pipeline conditions and customer service standards, comprehensively improving safety levels and customer experience.

Towngas has laid over 3,700 kilometres of underground pipelines across Hong Kong, making the safe operation of the pipeline network and preventive maintenance paramount to daily operations. To this end, Towngas staff have come up with the idea of developing an AI detection system for polyethylene (PE) pipe joints that can instantly detect on-site whether pipe joints have defects and require replacement simply by analysing reflected ultrasonic waves. Towngas was awarded the Outstanding Talent Award at the Best AI Innovations in Construction and Engineering 2025 for this groundbreaking concept. Together with the smart analysis system introduced several years ago that can identify the degree of corrosion in risers, the Company is further enhancing gas supply safety for users through AI technology.

Towngas has consistently provided customers with a year-round customer service hotline answered by real people, handling approximately 1.5 million telephone enquiries annually. Previously, supervisors could only spot-check recordings to understand conversations between colleagues and customers, making it difficult to fully grasp customer needs and service quality. With the recent introduction of a localised AI speech analytics platform, call content can be converted to text and automatically categorised and searched for keywords using a mixed Chinese-English language model, significantly improving the identification of different customer requests and accurate referrals. The platform can also calculate customer satisfaction levels, helping service teams continuously improve. Additionally, all computations are performed offline, reducing data leakage risks and cloud service costs.

Mr Don Cheng Hill-kwong, Chief Operating Officer – Hong Kong Business at Towngas, stated that the Company’s various AI application cases demonstrate breakthroughs in customer service hotlines, safety inspections and data centre services. “These innovations are not merely technical upgrades but aim to enable every customer to experience convenience and peace of mind in daily services through continuous innovation. This not only reflects our core values of innovative thinking and customer focus but also highlights our determination to actively embrace technological change amidst the wave of digital transformation.”

Furthermore, Towngas’s data service platform, TGT, recently signed a memorandum of understanding with Ant Digital Technologies to develop an AI computing platform. The plan covers seven major business segments, including three traditional segments: Hong Kong public utility, mainland city gas, and mainland water and environmental businesses, as well as four growth businesses: renewable energy, sustainable aviation fuel, green methanol and extended businesses. Towngas emphasises its hope to utilise AI to enhance operational efficiency and foster industry synergy, working together in a practical manner to build a local energy AI ecosystem.

Looking ahead, Towngas will continue to advance business intelligence, committed to providing customers with quality, convenient services.

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Press photos:

Photo 1:

Towngas won the Outstanding Talent Award at the Best AI Innovations in Construction and Engineering 2025 for the staff-developed concept of an AI analysis system for non-destructive testing of polyethylene (PE) pipe joints. Pictured is Mr Don Cheng Hill-kwong (5th from right, front row), Chief Operating Officer – Hong Kong Business at Towngas, with staff members and award presenter Mr Raymond Poon Kwok-ying (5th from left, front row), Director of Electrical and Mechanical Services.

Photos 2 and 3:


The AI analysis system for PE pipe joints uses non-destructive testing technology and can instantly detect on-site whether pipe joints have defects and require replacement simply by analysing reflected ultrasonic waves, ensuring gas supply safety.

Photos 4 and 5:


Towngas’s self-developed smart analysis system can collect riser images from outside buildings using long-distance cameras, automatic pan-tilt devices and methane detectors. Images are uploaded to the AI model for analysis, and the system can automatically analyse the degree of corrosion in different parts of risers before formulating appropriate follow-up or pipe replacement plans.

Photo 6:

Previously, technicians had to enter residents’ units and use telescopic mirrors to visually inspect risers on external walls for corrosion, which could cause inconvenience to residents.

Photo 7:

Towngas’s customer service hotline has introduced AI speech analytics technology, which analyses the voice content of customer calls to accurately match customer needs and understand their satisfaction levels, as well as the performance of customer service officers.

Photo 8:

Towngas subsidiary TGT’s data centre in Tseung Kwan O will strengthen its data centre development through collaboration with Ant Digital Technologies.

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The Hong Kong and China Gas Company Limited