Boti, the Autonomous City of Buenos Aires Government's chatbot

Customer service in the public sector

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The case

Boti answers queries on a wide variety of city-related topics through WhatsApp and other communication channels. In addition, it is integrated with the citizen service teams, allowing users to talk to a person if required.

The increasing number of citizen queries is a challenge and this is where bots arise to provide solutions.
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On what topics Boti responds

Citizen management

Information and inquiries

Urban Mobility

Healthcare

Reports

Assistance and Support

The purpose

The aim was to create an official channel that, through dialogue, would provide a simple, unique and customized experience for all neighbors.

The channel selected to achieve it

WhatsApp: the most used messaging application in Argentina.
With the purpose of informing and answering the concerns, requests and queries of its citizens.
This was possible due to the experience acquired so far in the development and implementation of chatbots and the joint work with Botmaker, the only provider authorized by the messaging company for this solution in Argentina.
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Boti broke its own record with between 3 and 4.5 million conversations per month in 2021.
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Number 1 in the world

The government of the Autonomous City of Buenos Aires was the first government in the world to integrate WhatsApp as a channel.

Best chatbot

corporate 2019 in Planeta Chabot Awards

+ 6 million

Boti answers the queries of more than 6 million people

A superbot

Boti is a generalist bot that answers queries about the City´s services, procedures, and events. This means that, unlike a bot with a specific goal, it generates all kind of responses with a varied offer of content, since it is in the open domain.

In addition to allowing the user to interact freely, it processes its messages and provides them with answers to their questions through the use of Artificial Intelligence systems on the Botmaker platform.

Another great advantage is its transactional feature by interacting with external systems to return a specific response; in this case, about services available in government areas and in external entities, such as weather, parking spaces, or available bicycles, through geolocation. This is possible since the Botmaler platform enables an extensive integration with an easy-to-implement infraestructure.

It is also informative because its contents are in line with the current situation of the City, constantly adapting to changes and news.

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In the context of the COVID-19 pandemic, Boti incorporated a lot of new features, thus becoming in the official source of information where citizens can: ask about symptons and prevention of the disease, manage data on COVID-19 cases, the result of the antigen or PCR test and everything related to the Vaccination Plan. In addition, it conducts awareness-raising campaigns about healthcare, family support and prevention of gender violence, among others.

Facebook, as part of the roll-out of its global campaign to assist in the COVID-19 vaccination worldwide, acknowledged Boti as an example of international solution on WhatsApp.

To start a conversation, neighbors should add the number (+ 54 9) 11–5050–0147 to their phones. The bot introduces itself and makes itself available to solve any doubts or queries.