A new horizon in public service
The Community of Madrid has taken a significant step towards modernising its administration with the launch of SOL, a virtual assistant based on artificial intelligence. This innovative digital avatar was presented by the regional president, Isabel Díaz Ayuso, at an event held at the iconic Real Casa de Correos. The initiative aims to transform the interaction between citizens and the government, offering a more accessible and efficient solution for resolving inquiries and carrying out procedures.
Unlike conventional chatbots, SOL stands out for its ability to simulate human behaviour through the use of natural language, voice, and real-time synchronised gestures. This allows for a more engaging and friendly interactive experience for users. The system is designed to communicate in 95 different languages, which broadens its reach and utility.
One of the primary objectives of the assistant is to alleviate the burden on the telephone service 012, which currently faces high call volumes. It is estimated that SOL could handle up to 70% of these inquiries, thereby reducing wait times and avoiding unnecessary trips to administrative offices. This tool not only optimises resources but also ensures that professionals continue to play a crucial role in citizen services.
In future updates, SOL is expected to enable users to complete full administrative procedures, such as applying for scholarships. Additionally, it will integrate with various government platforms such as Cuenta Digital and the Regional Transport Consortium, further facilitating access to essential public services.
The launch of the virtual assistant coincides with a comprehensive overhaul of the institutional website of the Community of Madrid. This new design aims to be more accessible and intuitive, adapting to mobile devices to ensure that all citizens can quickly find relevant information. Among the improvements are optimised search engines and a structured catalogue of digital services.
All technologies implemented in SOL, including generative artificial intelligence and natural language processing, have been developed in strict compliance with current regulations on privacy and personal data protection. This ensures that innovation does not compromise security or public trust.
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