More than 200.000 people use the Paula and Rita assistants developed by 1Milllionbot for the Open Administration of Catalonia (AOC)
La Paula is chatbot supporting VALid service. This assistant offers direct, immediate and useful answers to the most common questions raised by users in the identification process they carry out on the VALid identification page, where all users who must validate their identity go through when performing a procedure.
La Rita, for its part, is found on the page application and management of the idCAT Certificate and helps 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 they tend to always be the same, making them an ideal area to start with the implementation of chatbots.
According to usage data of these chatbots during 2022, Rita chatbot has offered support to 43.520 people through 100.606 messagesWhile the Paula chatbot served 62.588 people with 127.454 messages. The AOC highlights that it is important to highlight 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, with which productivity has improved considerably.
The assistants developed by 1Millionbot for the AOC are focused on various services, on the one hand facilitating the procedures for obtain a digital identity accompanying citizens in obtaining the mobile idCAT, informing citizens of the documentation they need to have on hand when carrying out this procedure. Currently this service has more than 315.589 completed assistances.
Source: AOC