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Boti — Buenos Aires' WhatsApp government chatbot

Argentina · Buenos Aires · See the Argentina profile

Boti lets residents of Buenos Aires reach city services through WhatsApp — handling a peak of 11 million conversations in a single month and millions more each month since, now powered by generative AI.

11 million conversations
Peak monthly conversations (January 2022)
several million conversations/month
Sustained monthly conversation volume (since January 2022)
Boti — Buenos Aires' WhatsApp government chatbot

Details

Promoter
Government of the City of Buenos Aires
Keywords
Citizen engagement & communication, WhatsApp, chatbot, citizen services, generative AI

Context

Boti is the City of Buenos Aires' government-run conversational assistant on WhatsApp, letting residents ask about municipal services, procedures, and (during COVID-19) health guidance; the city describes itself as the first to use the channel at this scale.

Activities

The bot answers citizen queries about city services over WhatsApp, and the city has been upgrading it with generative AI (Azure OpenAI) to give more natural, conversational answers.

Results

Usage peaked at 11 million conversations in January 2022, and the city reports it has sustained several million conversations per month since then.

Conclusions

The page frames Boti as a strong example of meeting citizens at scale on a channel they already use, while noting that relatively little is published about the accuracy, safeguards, and oversight of its newer generative-AI layer.

Implementation

Implementation detail (cost, timeline, staffing, conditions for success) is not yet available for this practice.

Data sources

Where this practice's information was retrieved from, and when.

Attachments

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