Since its launch, the ‘menInA’ virtual assistant has transformed the telephone customer service of the Alcobendas City Council, enabling the 010 service to be operational 24 hours a day, seven days a week, and 365 days a year. This system answers calls outside of office hours, preventing citizens from encountering waiting tones or recorded messages.
“"Alcobendas is the first Madrid administration to implement artificial intelligence as a telephone virtual assistant, guaranteeing for the first time in history 24-hour telephone service to citizens, seven days a week, 365 days a year."
The name ‘menInA’ combines a reference to artificial intelligence with a nod to local identity. When a resident calls 010 outside of in-person service hours, the system clearly states that they are speaking with artificial intelligence, thus complying with European regulations. The assistant is capable of answering questions about municipal procedures and services immediately and personally.
In its first year of operation, up to March 31, 2026, ‘menInA’ handled a total of 17,291 calls that would otherwise have gone unanswered. Of these, 80% (13,833 calls) were resolved directly by the virtual assistant without the need for human intervention. The average number of calls handled is around 2,000 per month.
The remaining 20% of inquiries, about 3,458 calls, concerned issues that were not directly within the competence of the City Council. For these cases, the system offers the option for a Citizen Service Department (SAC) worker to return the call during office hours, ensuring that no inquiry goes unresolved. Additionally, the system has been equipped with information from other administrations to guide citizens.
The development of ‘menInA’ was awarded to the Spanish startup Idrus Soluciones e Innovación. The tool used, Rovozia, is certified at the high level of the National Security Scheme and combines specific artificial intelligence engines such as Gemini and ChatGPT to offer more accessible and adapted citizen service.
