The problem: a municipality that couldn't keep up

A rural municipality in La Araucanía received ~200 weekly calls going unanswered due to staffing: vehicle permits, certificates, office hours, OIRS complaints, and social services scheduling. The call center was one person — during office hours only.

The intervention: AI Digital Officer on WhatsApp

We deployed a Digital Officer (built on ATH's AI Receptionist) on the municipality's official WhatsApp, trained with each department's FAQs, current procedure requirements and costs, plus structured human handoff that carries full context.

Pilot results (90 days)

Zero missed inquiries — 100% answered instantly.
4,900+ citizen interactions handled.
68% resolved with no human intervention.
OIRS complaints now carry automatic tracking numbers.
Citizen satisfaction: 4.6/5 on the automated post-service survey.

Internal pilot figures; results depend on volume and knowledge-base quality.

How to replicate it

Start with the 40 most frequent procedures, supervise AI answers weekly, launch on a single channel first. See AI for Government.