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Good practice Imported

Traffy Fondue — Thailand's AI citizen complaint management system

Thailand · Bangkok · See the Thailand profile · See the Bangkok profile

Evidence: Observational / pre–post Top 24% 73/100 · Ask Evidence Copilot about this practice

NECTEC's AI chatbot (LINE) classifies and routes citizen complaints nationally. June 2022–July 2024: 947,769 complaints handled, 77% resolution rate, resolution time cut from 16 to 4 days across 11,808 agencies in 53 provinces, saving 78M THB (~US$2.1M) annually.

947,769
Cumulative complaints handled (June 2022-July 2024)
77 %
Resolution rate (by July 2024)
11,808
Agencies using the system (by July 2024)
53
Provinces covered (by July 2024)
16 days
Average resolution time, before
4 days
Average resolution time, after
1.1 days
Officer notification time, before
0.6 days
Officer notification time, after
78 million THB (~US$2.1 million)
Estimated annual cost savings
over 1.37 million
Cumulative complaints (by May 2025)
over 17,000
Organisations using the system (by May 2025)
91 %
Staff satisfaction
84 %
Citizen satisfaction
Traffy Fondue — Thailand's AI citizen complaint management system

Details

Maturity
Scaling
Promoter
National Electronics and Computer Technology Center (NECTEC/NSTDA) / Bangkok Metropolitan Administration
Period
2022–present
Keywords
citizen services, AI, local government, public technology

Context

Traffy Fondue is an AI-powered citizen complaint management system developed by Thailand's National Electronics and Computer Technology Center (NECTEC/NSTDA) to let citizens report problems and get them automatically routed to the correct government department.

Activities

Citizens file complaints via the LINE messaging app by sending text, photos and GPS location; an AI model classifies the complaint type and routes it automatically, with resolution progress publicly trackable. The platform launched in Bangkok in May 2022 and expanded nationwide under a three-year free-access agreement from October 2022.

Results

By July 2024, cumulative complaints reached 947,769 across 53 provinces and 11,808 agencies, with a 77% resolution rate; average resolution time fell from about 16 days to 4 days and officer notification time fell from 1.1 to 0.6 days, with estimated annual cost savings of 78 million THB (~US$2.1 million). A 2025 study in Frontiers in Sustainable Cities independently confirmed these outcomes. By May 2025, cumulative complaints exceeded 1.37 million across more than 17,000 organisations, with staff satisfaction at 91% and citizen satisfaction at 84%.

Conclusions

Traffy Fondue has become a reference case for AI-assisted participatory complaint resolution in Southeast Asia.

Implementation

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

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Data sources

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