Case Study: City of Los Angeles enriches citizen and employee experiences with Microsoft Corporation’s Azure chatbot solution

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

The City of Los Angeles wanted to improve how its large, diverse population accesses government services and information while reducing repetitive support work for staff. To support that goal, the city’s Information Technology Agency created Chip, a chatbot and digital personal assistant, using Microsoft Corporation’s Azure Developer Tools on the Microsoft Azure platform.

Microsoft Corporation helped the City of Los Angeles deploy Chip quickly and scale it over time. In just two months, the chatbot expanded from 200 to 900 answers and handled 3,221 questions across 1,042 conversations; meanwhile, weekly email questions to support staff dropped from 80–100 to 30–40, freeing employees to focus on higher-value work and improving service efficiency.

City of Los Angeles

Ted Ross

General Manager and Chief Information Officer