United StatesPublic sector2017 – ongoingCity of Los Angeles
Chip conversational assistant for residents and businesses
Los Angeles reported that Chip had answered over 300,000 resident questions
Problem
Residents and businesses needed help finding information across city websites. The city wanted to answer routine questions outside staff service hours.
Approach
Information Technology Agency developers built a reusable chatbot and launched a business-portal pilot in March 2017. Chip subsequently answered questions on LACity.gov, the business portal and other city websites. An October 2024 city report described its use across these services.
Results
Takeaway
The reported question count established use across several services. It did not establish answer accuracy or staff time saved.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The city reported that Chip had answered over 300,000 resident questions. It identified deployments on the main city website, business portal and police recruitment website.
The agency described an internally developed chatbot for round-the-clock assistance. Its initial business-portal pilot began on March 21, 2017.
Full details are in the original sources.