Name in original language
WebChat 060. Asistente Virtual de Atención a la Ciudadanía
Initiative overview
It seeks to address common issues in citizen services, such as long waiting times, the saturation of traditional channels (telephone or offices), and the difficulty of accessing clear and up‑to‑date information on public procedures and services. It offers a 24/7 conversational channel that allows citizens to access information autonomously, instantly, and from any device, reducing the volume of repetitive enquiries handled by human agents and improving the overall experience. Originally, it enabled access to the 060 citizen assistance service of the General State Administration (AGE) for citizens residing outside Spain, as they were unable to access it through the national short‑code number. The main objectives are to facilitate access to public information, improve the efficiency of citizen services, and optimise the Administration’s resources through the automation of frequent queries.
It also aims to provide a coherent experience aligned with the 060 service, ensure compliance with data protection regulations, and allow complex enquiries to be escalated to human agents when necessary, combining automation with personalised assistance. It is based on a modular and scalable architecture, which facilitates its maintenance, expansion, and consolidation within the Administration’s digital services. It has the capability to extend the assistant to new channels, such as WhatsApp. In addition, the traceability of conversations enables continuous improvement of the model by refining intents, responses, and conversational flows.
Results, outcomes and impacts
To date, the initiative has served to alleviate pressure on traditional in-person and telephone channels. The figure of 150,000 annual conversations indicates substantial use, but the impacts extend well beyond mere volume. The assistant has enabled citizens to resolve enquiries outside of standard office hours (8:00 AM to 7:00 PM), reducing demand during peak telephone periods. At the end of each conversation, the user is asked for a rating (usually from 1 to 5 stars). This learning process will support the development of new services, such as the “060 Bot”, which will further enhance usability, accuracy rates, and the overall contribution to the digitalisation strategy for accessing public information.




























