Case 2345: how a chatbot handles 20,000 requests a week for a hotline

case study

About the project

2345 is a hotline that receives tens of thousands of requests from citizens every week. The topics vary widely: social services, administrative questions, general information. Before automation, operators handled every request manually, which led to queues and slow response times.

The task for Darobots: build a system that takes over routine requests so operators can focus on complex cases.

The solution

The Darobots team built a multi-tier chatbot with AI-based request routing. The system analyzes each request, determines its category, and either answers automatically or routes it to the right department.

Key features:

• automatic classification of requests by topic;
• an FAQ knowledge base with answers to 200+ common questions;
• smart routing: complex cases go straight to an operator;
• request status tracking for users;
• analytics: which questions come up most often, and where the bottlenecks are.

Scale and technical challenges

Handling 20,000 requests a week is a different category of reliability requirement. Darobots built an architecture that holds up under peak load without failures. A monitoring system tracks the bot’s status in real time, and the support team responds to incidents within 30 minutes.

Results

• 68% of requests are resolved automatically, with no operator involved;
• 4x faster - the average response time for common questions;
• -40% workload on operators;
• user satisfaction grew from 61% to 84% within the first two months after the bot launched.

Why this matters for business

Case 2345 shows that a chatbot with the right architecture can handle a load that would be impossible to cover with people alone, short of a major increase in headcount. And quality doesn’t drop - it actually improves, because operators aren’t burning out and can focus only on what truly needs a human touch.