This initiative positions Alcobendas at the forefront of public administration by ensuring that 010 service inquiries are managed 24 hours a day, every day of the year. The system addresses the lack of availability outside of in-person service hours, guaranteeing constant responses to residents.
Since its implementation until the end of March, the assistant has processed 17,291 calls. Municipal data indicates that 80% of these interactions were successfully resolved, providing accurate information automatically. In cases requiring more complex management, the system provides contacts for other administrations to ensure an appropriate response.
“"This technology allows us to ensure constant attention for the first time in the city's history. The goal is for artificial intelligence to resolve simple queries so that public employees can dedicate themselves to more complex and value-added demands."
A notable feature of 'menInA' is the callback option. If a user cannot find the required information, the assistant offers the possibility for a municipal worker to contact the citizen later, ensuring personalized follow-up.
“"If the user cannot find the required information, the assistant offers the possibility for a municipal worker to contact the citizen later."
The system operates using Gemini and ChatGPT technological engines, integrated through the Rovozia tool, developed by the company Idrus Soluciones e Innovación. This solution holds a high-level security certification under the National Security Scheme and is effectively integrated into the workflow of the Citizen Service Department.
The assistant strictly complies with the European artificial intelligence regulation. At the beginning of each communication, the system identifies itself as an automated assistant in the learning process, ensuring transparency. Service oversight rests with municipal staff, who conduct periodic audits to verify the quality of responses and protect the personal data of Alcobendas residents.
