Buenos Aires City Government

Buenos Aires City Government solves 92% of citizens issues automatically with AgentBot

Citizens are becoming as demanding as any company’s customer and Governments can’t fall behind. Read about the case of the City of Buenos Aires, that started when the Secretary of Citizen Demand decided to take city communications to the next level.

Back in July 2013, the city of Buenos Aires needed a better way to assist citizens in their queries on access to public services and general government procedures. So they implemented AgentBot as part of the government’s strategy to be increasingly connected to the people.

Goals

  • Instantly solve the residents’ intentions, valuing their time and needs.
  • Reduce operational costs

As soon as it was set up, AgentBot started helping citizens solve their frequent queries and delivering important information to optimize their experience. Through a friendly and casual tone, the chatbot brought fast and effective interactions.

Channels

AgentBot was originally set up in the government’s website. Integrated into the city systems, webservices and applications, the virtual assistant takes full advantage of the city’s own knowledge base. This information combines with the continuous learning of the data gathered from conversations with citizens. As a result, it is able to deliver real-time solutions for every kind of request, offering an increasingly personalized and precise service.

But the last big step was to migrate from computer to smartphone. As of today, 5.5 million people (among those who live and travel to Buenos Aires) have Facebook Messenger on their phones.

Y descubre cómo lo lograron

“Our strategy here is to go where people are today, to use the channels that people today are already using, and put our services and add value there.”

Facundo Carrillo
Secretary of Citizens’ Representation

How it works

The virtual assistant uses Artificial Intelligence, machine learning technologies and natural language skills to understand and interpret citizens’ queries. AgentBot is constantly monitored and trained in order to classify questions and answers autonomously, add new knowledge and incorporate regionalisms and expressions. The system increases its accuracy on a daily basis through citizen’s feedback and the people in charge of its maintenance.

The information gathered by the chatbot allows not only the optimization of the user experience, but also a trend analysis to raise awareness on the most consulted topics. Therefore, managers can detect the main needs and take action.

All of this is possible thanks to the solution’s reporting tool that allows filtering by different variables (such as time or topic) and yields quantitative data. The main indicators are the number of conversations generated, conversations transferred to a human agent and interactions received and feedback obtained. There is also a qualitative report with data that facilitates the understanding of the city’s needs and allows continuous improvement. The main indicator is the most frequently consulted topics, which is given by a tag report.

How it works

The virtual assistant uses Artificial Intelligence, machine learning technologies and natural language skills to understand and interpret citizens’ queries. AgentBot is constantly monitored and trained in order to classify questions and answers autonomously, add new knowledge and incorporate regionalisms and expressions. The system increases its accuracy on a daily basis through citizen’s feedback and the people in charge of its maintenance.

The information gathered by the chatbot allows not only the optimization of the user experience, but also a trend analysis to raise awareness on the most consulted topics. Therefore, managers can detect the main needs and take action.

All of this is possible thanks to the solution’s reporting tool that allows filtering by different variables (such as time or topic) and yields quantitative data. The main indicators are the number of conversations generated, conversations transferred to a human agent and interactions received and feedback obtained. There is also a qualitative report with data that facilitates the understanding of the city’s needs and allows continuous improvement. The main indicator is the most frequently consulted topics, which is given by a tag report.

Experience & Results

The volume of daily requests and the need to offer a 24/7 response to everyone made the bot a strategic ally for citizen service.

Currently, the main issues solved by AgentBot are:

  • Birth certificates
  • License renewal
  • Claims, queries and online payment of infractions
  • Hospital appointments
  • Claims follow-ups
  • City news and activities
  • Online registration at public schools

A big milestone was the decision to complement AgentBot with Live, an omnichannel human chat experience assisted by Artificial Intelligence. Because of this integration, it was possible to close the circle of citizen support; beginning with an automatic interaction and ending with human attention. This new solution offers access to features such as attaching images and documents to generate remote procedures on mobile devices and without delays.

+9m

Conversations

+90%

Resolved

1:20′

Average support time

Experience & Results

The volume of daily requests and the need to offer a 24/7 response to everyone made the bot a strategic ally for citizen service.

Currently, the main issues solved by AgentBot are:

  • Birth certificates
  • License renewal
  • Claims, queries and online payment of infractions
  • Hospital appointments
  • Claims follow-ups
  • City news and activities
  • Online registration at public schools

A big milestone was the decision to complement AgentBot with Live, an omnichannel human chat experience assisted by Artificial Intelligence. Because of this integration, it was possible to close the circle of citizen support; beginning with an automatic interaction and ending with human attention. This new solution offers access to features such as attaching images and documents to generate remote procedures on mobile devices and without delays.

+9m

Conversations

+90%

Resolved

1:20′

Average support time

The case of Buenos Aires is a clear example of a government that is committed to self-management. Currently, it has a potential audience of 3 million citizens. The virtual assistant helps in its customer service strategy, seeking the proximity and customization using Artificial Intelligence.

The case of Buenos Aires is a clear example of a government that is committed to self-management. Currently, it has a potential audience of 3 million citizens. The virtual assistant helps in its customer service strategy, seeking the proximity and customization using Artificial Intelligence.

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