Los Angeles Relies on Chatbot for City Wide Communication

Many people groan at the thought of having to deal with any government entity.  It is hard to get a simple question answered, because red tape, outdated technology, and disinterested workers run the show.  But what if there was a way to receive accurate information from a chipper federal employee?  I bet you are saying that is impossible, but Government Technology explains that “Los Angeles, Microsoft Unveil Chip: New Chatbot Project Centered On Streamlining.”

LA’s chipper new employee is a chatbot named Chip (pun intended) that stands for “City Hall Internet Personality.”  Developed by Microsoft, Chip assists people through the Los Angeles Business Assistance Virtual Network (BAVN).  “He” has helped more than 180 people in twenty-four hours and answered more than 1400 queries.  So far Chip has researched contract opportunities, search for North American Industry System codes, and more.

Chip can be trained to “learn,” and has already been backloaded with knowledge more than tripling his answer base from around 200 to roughly 700 questions. He “curates” the answers from what he knows.  Through an extensible platform and Application Program Interface (API) programming, the bot can connect to any data or back-end system…and in the future will likely take on new languages.

Chip’s developers are well aware that voice-related technology coupled with artificial intelligence is the way most computers appear to be headed.  Users want a sleeker interaction between themselves and a computer, especially as life speeds up.  Natural-sounding conversation and learning are the biggest challenges for AI, but companies like Bitext that develop the technology to improve computer communication are there to help.

Whitney Grace, May 16, 2017

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