Case Study: City of Los Angeles, CA achieves enriched citizen and employee experiences with Microsoft Azure

How the City of Los Angeles is enriching citizen and employee experiences with Chip the chatbot

The City of Los Angeles wanted to enrich constituent and employee experiences while managing services for a diverse population of more than four million residents and 100,000 businesses. LA’s Information Technology Agency needed a scalable, user-friendly way to help residents navigate city resources, reduce repetitive support requests, and free staff to focus on higher‑value work.

The agency built Chip, a 24/7 chatbot hosted on Microsoft Azure using the Azure Bot Framework, expanding its knowledge base from 200 to 900 answers within two months. Chip handled 3,221 questions across 1,042 conversations, cut LABAVN support emails from 80–100 to 30–40 per week, improved resident access and employee morale, and set the stage to scale chatbot services across the city.

City of Los Angeles, CA

Ted Ross

Assistant General Manager of ITA