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Good practice

Traffy Fondue — Thailand's AI citizen complaint management system

Thailand · Bangkok · See the Thailand profile

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.

Data sources

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

Attachments

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