{"id":"AIBD-0697","title":"UNDP's evaluation office reports that Ecuador's Catalina chatbot answered over 164,900 COVID-19 chats in four months to relieve a government hotline","summary":"UNDP's evaluation office found that the Catalina chatbot, set up to unblock Ecuador's COVID-19 hotline, answered over 164,900 chats between May and August 2020.","date_observed":"2020-01-01","date_basis":"event","date_precision":"year","benefit_status":"reported","source_collection":null,"source_entry":null,"account":"In May 2020, during Ecuador's COVID-19 emergency, the Ministry of Telecommunications launched Catalina with UN agencies. The company 1MillionBot built the chatbot, which answered questions on government websites. UNDP led the initiative, and five UN agencies funded it. UNDP's Independent Evaluation Office published its evaluation of UNDP's work in Ecuador in December 2021, drawing on documents and interviews with 112 stakeholders. The office writes that the chatbot was set up to help the government unblock its COVID-19 hotline. It ran on over 76 government webpages with more than 450 questions and answers. The office reports that over 164,900 chats were answered between May and August 2020. The evaluators do not give the source of the count or any effect on hotline waiting times. UNDP Ecuador reported on 31 August 2020 that the chatbot had handled more than 500,000 queries from 175,000 users. UNDP describes Catalina as artificial intelligence software that simulates a conversation. 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UNDP describes it in a release as artificial intelligence software that simulates conversation and says that its answers improved with use. A bank of more than 450 questions and answers suggests that much of it may have been scripted, and neither document shows that it learns from data. No comparison of the hotline with and without the chatbot is reported."},"evidence":[{"kind":"evaluation report","citation":"UNDP Independent Evaluation Office. Independent Country Programme Evaluation: Ecuador. December 2021, Finding 14 (COVID-19). 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UNDP led the chatbot initiative with Ecuador's Ministry of Telecommunications.","title":"Herramienta virtual responde consultas de la ciudadanía sobre COVID-19","url":"https://web.archive.org/web/2026/https://www.undp.org/es/ecuador/noticias/herramienta-virtual-responde-consultas-de-la-ciudadania-sobre-covid-19","date":"2020-08-31","written_by":"deployer","quote":"Hasta finales de agosto, se han atendido más de 500.000 consultas, realizadas por 175.000 usuarios, de una manera ágil y rápida, permitiendo descongestionar la demanda de información en los servicios públicos."},{"kind":"press release","citation":"UNDP Ecuador. Herramienta virtual responde consultas de la ciudadanía sobre COVID-19. News release, 31 August 2020 (archived copy). UNDP led the chatbot initiative with Ecuador's Ministry of Telecommunications. Passage on the technology.","title":"Herramienta virtual responde consultas de la ciudadanía sobre COVID-19","url":"https://web.archive.org/web/2026/https://www.undp.org/es/ecuador/noticias/herramienta-virtual-responde-consultas-de-la-ciudadania-sobre-covid-19","date":"2020-08-31","written_by":"deployer","quote":"A partir de un software de inteligencia artificial, el robot virtual tiene la capacidad de simular una conversación con una persona.","supports_benefit":false},{"kind":"other","citation":"1MillionBot. Catalina, the assistant on COVID-19 in Ecuador. 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