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

> The 2345 hotline case study: a multi-platform chatbot handles 20,000 requests a week. Architecture and results.

HTML version: https://darobots.com.ua/en/blog/case-2345-hotline-chatbot-20000-requests-a-week
Company: Darobots (https://darobots.com.ua)

Published: 2026-02-10

## In short

- The 2345 hotline handles 20,000 requests a week; the Darobots bot closes 68% of them automatically, with no operator.
- Average response time for a typical question became 4 times faster, operator workload dropped by 40%.
- User satisfaction grew from 61% to 84% in the first two months of the bot's operation.
- The core is AI routing: topic classification, a base of 200+ typical questions, complex cases handed straight to an operator.

## 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](/chatbots) with AI-based request routing. The system analyzes each request, determines its category, and either answers automatically or routes it to the right department.

- **Client:** Hello. How do I apply for a subsidy?
- **System:** Determining the request category…
- **2345 Hotline:** Hi! You can apply for a subsidy online or at a local administrative service center. You'll need an application, your passport, and an income statement
- **Client:** What if I'm a sole proprietor?
- **System:** Searching the FAQ database…
- **2345 Hotline:** Sole proprietors also need last year's tax return. Want a step-by-step guide?
- **Client:** Yes. Also, I have a question about the heating subsidy
- **2345 Hotline:** I'm forwarding your subsidy question to a specialist. Your request number is 2345-118 - you can check its status right here in the bot

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.

> **Real-Time Monitoring**
>
> 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
- **4x** faster response to a typical question
- **-40%** operator workload
- **84%** user satisfaction

68% of requests are closed without an operator, and user satisfaction rose 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 without a major increase in headcount. And response quality doesn't drop - it actually improves, because operators aren't burning out and can focus only on what genuinely needs a human touch.

> **Conclusion**
>
> Darobots has experience building bots not only for small businesses, but for large-scale services with tens of thousands of users a week - as shown in [our case studies](/cases).
> 
> If your support line is overloaded, reach out. We'll take a look and find a solution.

## Request a project or a free AI audit

https://darobots.com.ua/en/#contact