210.000 people use the AOC's 24×7 virtual assistants every month

More from 200.000 people use the guided web assistant from the AOC to receive a recommendation on which digital identity is best for them. In this way they avoid reading all the information about the different alternatives that exist and deduce the advantages and disadvantages for their specific case. With this system, they are solved automatically 350 incidents through the telephone assistant of the User Service Center (CAU). With the conversational chatbot they are taken care of 10.000 people.

Why virtual assistants? 

The procedures, language and ways of working of the public administration are very complex and few people understand them. To make it easier, more understandable and economically sustainable for interns, from the AOC we are exploring the opportunities of virtual assistants.  

Specifically, we are working in three different areas: guided web virtual assistants, guided telephone virtual assistants and conversational virtual assistants. Guided assistants, web or telephone, have a very simple logic that leads step by step, based on simple questions, to a specific information or recommendation. Conversational assistants, also called chatbots, are able to handle more complex queries because they interpret people's natural language using artificial intelligence algorithms. 

Virtual assistants make it possible to offer a support service 24 hours a day, 7 days a week, giving an extra availability to the citizenry It also highlights the immediacy of the answers, a fact that allows the doubts or queries to be resolved at the moment that arise to citizens while using the service. In addition, virtual assistants have a easy and intuitive operation

Another aspect to highlight about virtual assistants is theirs cost. Virtual assistants can mean a significant saving of 90% of the cost of management. However, they work very well for very limited areas and only for simple queries where there is a lot of repetition and the assistant has been well trained. 

Another very relevant indicator of virtual assistants is that approximately the 85% of users reach the end of the process successfully assisted 

Conversational virtual assistants  

The AOC has two conversational virtual assistants: Paula and Rita.  

La Paula is the chatbot that supports the VALid service. It offers direct, immediate and useful answers to the most common questions that users ask in the identification process they carry out on the VALid identification page, where all users go who must validate their identity in the 'time to do a procedure.  

La Rita, on the other hand, is on the page of request and management of the idCAT Certificate and helps to resolve the most common doubts and questions related to obtaining, using and renewing the idCAT Certificate.   

In both cases, these are spaces with a lot of activity that generate a large volume of doubts, but which tend to be always the same, making them an ideal area to start with the implementation of chatbots. 

Looking at them usage data of these chatbots during 2022, we note that Rita has supported 43.520 people through 100.606 messages, while Paula was used by 62.588 people with 127.454 messages. However, it should also be mentioned that the traditional support work offered by the AOC has not been reduced, but it has helped us to offer better support to new groups. 

After this good reception, we are working to launch the pilot version of one new assistant to the transparency portal and e-TRAM 2.0. It is again an initiative that uses artificial intelligence technologies in the field of natural language interpretation.  

The aim of the new chatbot is to improve interaction and make it easier to obtain the information that citizens are looking for in the transparency portal and between e-TRAM procedures. In this case, it has been proposed in such a way that it redirects citizens to the content they are looking for within the transparency portal and in the e-TRAM 2.0 catalog itself, taking them to the data source so that they can have an overview global and complete information.  

The assistant makes it possible to establish a guided conversation through which it raises a series of questions and the citizen selects the answers that best suit their search. At the same time, it also allows you to establish a free conversation through the questions that are put to you.  

Guided virtual assistants website

In the field of guided web virtual assistants, from the AOC we have the assistant for get a digital identity. The aim of this assistant is to guide citizens who do not have a digital certificate when registering for theidCAT Mobile. The questions revolve around the identity document that the users have, since depending on this it will end up linking to one registration system or another. In addition, it also informs citizens of the documentation they need to have at hand when carrying out this management. It's a very simple and decisive tool when it comes to accompanying citizens in obtaining the mobile idCAT and the data proves it. It currently has more than 315.589 completed assists.  

At the same time, we are working on a new guided assistant pilot to help citizens a know which procedure or management related to the municipal register they must perform according to their situation. We find that citizens have difficulty finding and completing registration procedures electronically, which is why the aim of this guided assistant is to tidy up and facilitate information on procedures related to the registration. This is a project we are working on and of which we will soon have a first pilot underway. 

Guided telephone virtual assistant of the CAU  

The AOC's User Service Center (CAU), through its switchboard, offers a guided assistant that solves basic queries of the certificat idCAT and idCAT Mobile services. This assistant, called Jordi, asks about the reason for the call and, depending on the option selected, gives different information related to registration and the use of both services. Finally, the user indicates whether their question has been resolved with the different phrases proposed by Jordi or if they wish to be transferred to a CAU agent. In 2022 the average number of calls handled fully automatically was 350 calls per month out of a total of 3.600, which is approximately 10% of calls.