Case Study: the City of Buenos Aires achieves better citizen service with Botmaker’s Boti chatbot

Boti - Customer Case Study

The City of Buenos Aires faced the challenge of managing a growing number of citizen queries across a wide range of municipal services. To address this, they partnered with vendor Botmaker to create an official communication channel that could provide a simple and personalized experience for all residents, primarily using the WhatsApp messaging application.

Utilizing the Botmaker platform, the solution was a generalist AI-powered chatbot named Boti. It handles queries on numerous topics, integrates with external systems for transactional services, and can escalate complex issues to human agents. This implementation by Botmaker was highly successful, with Boti resolving 82% of queries without human intervention, handling millions of conversations per month, and becoming a recognized international example of a government WhatsApp solution.

Boti