Thailand’s LINE Chatbot for City Issues

Thailand’s Traffy Fondue, developed by NECTEC under NSTDA, is a civic-reporting platform that empowers residents and tourists to report urban issues—such as potholes, broken streetlights, or flooding—through the LINE messaging app or a web interface. 

How It Works

• Messaging-Based Reporting: Users submit reports via LINE by selecting issue categories, uploading a photo, and sharing their location. A web interface is also available for tourists and non-LINE users.

• AI Routing & Categorization: Behind the scenes, AI processes each report—categorizing it (e.g., roads, floods, lighting) and assigning it to the correct department. 

• Official Management App: Government officers use the “Traffy Fondue Manager” app to track case status, assign tasks, and communicate with reporters. 

Real-World Impact

• Wide Nationwide Adoption: As of late 2024, over 17,000 organizations across Thailand—including municipal and provincial offices—are actively using Traffy Fondue. 

• High-Volume Use in Bangkok: The Bangkok Metropolitan Administration processed over 865,000 reports, resolving more than 700,000. Citizens rated the platform user-friendly (91%), and government officers found it efficient for planning and response (84%).

• Local Efficiency Gains: In Lamphun province alone, 71% of reported issues were resolved using Traffy Fondue—saving time and improving citizen satisfaction.

Why It Matters

Traffy Fondue bridges the gap between citizens and urban governance—using familiar and accessible technology (LINE) to encourage civic engagement. 

Its AI-enabled backend keeps the workflow efficient and transparent, providing both users and administrators with real-time information and data-driven insights. Cases like Traffy illustrate how digital services can make public administration more responsive and participatory.