Thailand · Bangkok · See the Thailand profile · See the Bangkok profile
Evidence: Observational / pre–post Top 17% 81/100 · Ask Evidence Copilot about this practice
A government LINE chatbot lets Bangkok residents report potholes, flooding and broken infrastructure with a geotagged photo. A peer-reviewed study of 98,000 reports found resolution time fell from months to about two days, satisfaction hit 91%, saving the city US$2.14m a year.
Before Traffy Fondue, residents of Bangkok reporting infrastructure problems such as potholes, broken streetlights, flooding or garbage faced fragmented district-office channels, with resolution times often measured in months and no shared, trackable record of complaints. Thailand's National Electronics and Computer Technology Center (NECTEC), under the National Science and Technology Development Agency (NSTDA), built Traffy Fondue as a chatbot on the LINE messaging app, widely used across Thailand, with a companion website, letting citizens submit a geotagged photo report that an AI classifier routes to the responsible agency.
The platform aimed to cut resolution times for everyday municipal complaints, create a trackable public record of issues and their status, and route reports automatically to the correct agency without requiring citizens to know which office was responsible.
Citizens submit a geotagged photo through LINE or the companion website; an AI classifier assigns the report to the responsible agency, and status updates are published back to the reporter and, via an open API, to researchers and the public. A 2025 peer-reviewed study in Frontiers in Sustainable Cities (Thammasat University) analysed 98,000 reports submitted in the platform's first nine months (May-December 2022) alongside 12 stakeholder interviews spanning NECTEC/NSTDA, Thammasat University, the Asian Institute of Technology, the Asian Development Bank and the Bangkok Metropolitan Administration.
Average resolution time fell from roughly two months to about two days, citizen satisfaction reached 91% and staff satisfaction 84%, and the Bangkok Metropolitan Administration estimated annual savings of US$2.14 million (78 million Thai baht). By May 2025 the platform had been adopted by more than 17,000 organisations nationwide, including 577 town municipalities, with over 1.37 million cumulative reports; Bangkok Post separately reported the platform passing 1 million resolved cases citywide.
The study's own authors flag a documented equity gap: Traffy Fondue has no explicit digital-inclusion policy, and its digital-first design disadvantages residents without smartphones or reliable internet, who are concentrated in lower-income areas — a caution for any city considering a similar chatbot-only channel.
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