- Innovation
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In recent years, administrations have taken a leap forward to offer more accessible, closer and more efficient services. At the AOC we believe that this evolution is only possible when technology is truly oriented towards people's needs, helping them to resolve doubts and overcome digital barriers. With this in mind, we opted for chatbots based on generative AI: a tool that expands the capacity for attention and transforms the way we support citizens and administrations.
Now, with a year of continuous operation, we present the new data on the results and impact of this initiative on the innovation sheet of the Chatbots with AOC's generative AI: immediate, efficient and accessible attentionThe figures not only confirm the potential of generative AI in public environments, but also reinforce the AOC's commitment to closer, immediate and accessible support 24 hours a day.
A service that reinforces 24×7 digital attention
Chatbots based on generative AI provide immediate support in widely used services such as VALid, idCAT Mòbil, idCAT Certificat, e-NOTUM, Representa and e-FACT. With more natural conversations and contextual responses, these assistants make it easier for everyone — even people with fewer digital skills — to find what they need more quickly and intuitively. In addition, their direct integration into the services simplifies the experience and avoids having to rely on external channels or waiting times.
Results that demonstrate how support capacity is expanded
The new data shows a notable growth in the capacity to handle inquiries without increasing human resources. In 2024, around 208.000 support requests (between chatbots and human agents), of which 143.000 were resolved in an automated manner. Therefore, the generative AI chatbot already handles nearly 70% of requests, with a 88% success rate and one 99,8% availability.
These data have contributed to a 30% reduction on tickets handled by people, a particularly relevant impact if we consider that the global use of AOC services has grown significantly in the same period (from 557 million transactions in 2023 to 724 million in 2024). Thus, while demand increases, so does the quality of the response.
Efficiency, economic savings and public value
Automating repetitive and simple queries not only optimizes public resources, but also frees up time for human teams to focus on complex cases and the continuous improvement of services.
The impact data also shows significant economic savings. A preliminary analysis estimates that answering a query via the chatbot has an approximate cost of 0,60€, in front of the 15€ on average that involves human attention. This represents a saving of 96% due to automated consultation.
With 143.000 queries resolved automatically during 2024, the magnitude of the potential savings is significant and reinforces the public value of this initiative: more attention capacity, lower costs and better return for citizens.
All of this reinforces a clear idea: when technology is applied with judgment, supervision and transparency, it multiplies the public impact and contributes to more inclusive and efficient digital care for everyone.
More information
For more information, you can consult the innovation sheet of the Chatbots with AOC's generative AI: immediate, efficient and accessible attention and know all the data, learnings and technical elements of the project.