ThailandPublic sector2022 – ongoingBangkok Metropolitan Administration and NECTEC
Traffy Fondue AI-routed citizen complaint platform
Thailand's AI-routed complaint app handled 1.37 million reports with a 77% resolution rate, then had to guard against faked closures
Problem
City problems such as potholes, broken streetlights, rubbish and flooding fall to many different offices, and residents reporting them often did not know which office was responsible or whether anything was done.
Approach
Traffy Fondue, built by the state research centre NECTEC, lets people report a problem through the LINE messaging app or a website with a photo and GPS location. AI classifies each report and routes it to the responsible office, and the reporter sees progress updates. Bangkok's governor Chadchart Sittipunt championed it from mid-2022, a national agreement in September 2022 extended it to local governments, and an English version for tourists followed in 2024.
Results
Takeaway
Public tracking created pressure to close cases, and in July 2025 a Bangkok district officer used AI-edited photos to make an unresolved complaint look fixed. The city disciplined him, let citizens reopen falsely closed cases and asked NECTEC for fake-image detection.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer serviceProduction and quality
- Innovation type
- Process innovationProduct and service innovation
- Adoption
- Government support program
- Evidence
- Company's own claim
Sources
Source summaries
The Nation reports that 17,747 organisations, including 2,057 municipalities, had adopted Traffy Fondue and that it had handled more than 1.37 million complaints, about 77% of them resolved. It says the platform reaches 31.7 million people and uses AI for problem classification and response evaluation, alongside dashboards and LINE integration. It covers a call to extend it to all ministries.
Siam Rath reports that a Bang Phlat district enforcement officer used AI to remove the problem from complaint photos so that a sidewalk-parking report looked resolved. The city spokesperson said the officer admitted fault and was disciplined. The city said it would bar falsified closures, let citizens reopen such cases at once and work with NECTEC on detecting fake images; it put cases handled at over one million in three years.
The national science agency announces a September 2022 agreement with the Prime Minister's Office and the Department of Local Administration to extend the AI-powered, LINE-linked platform to local governments until 2025. It says 1,754 organisations were using it at the time and claims cost savings of 78.14 million baht and 89% user satisfaction.
Full details are in the original sources.
