AI use cases in Spain
13 documented implementations
Spain's Social Security Treasury uses AI to summarise and classify citizen appeals in its electronic file system
The General Treasury of Social Security (TGSS) in Spain uses AI inside its SIMAD-SIEE electronic administrative file system to summarise the content of citizen appeals and classify them for processing or redistribution to the right management area. The first phase went live in January 2026, with human oversight at all stages and AI limited to summarisation and classification. The source describes reduced time to understand appeals and more consistent routing but gives no figures; suggested resolution proposals are a planned later phase.
Madrid City Council pilots PALOMA, an AI calling system that detects unwanted loneliness in people over 75
Madrid City Council piloted PALOMA, which phones people over 75 who live alone and uses a natural-sounding synthetic voice to administer a short questionnaire designed by social services professionals, classifying risk levels and offering follow-up; flagged cases are reviewed by professional staff. The source reports 5,163 calls, 2,071 completed conversations and 646 people requesting municipal follow-up, of whom 602 were referred to social programmes and 236 accepted a home visit.
ServetIA gives the Spanish Prime Minister's Office an AI research platform with source-referenced answers and local open-weight models
ServetIA is an LLM-based research platform built within the PresidencIA programme for advisors in the Spanish Prime Minister's Office. Staff pose policy questions and receive structured, source-referenced responses, with a deep research module and verified citations. For sensitive use cases it can use open-weight models running on local infrastructure instead of the cloud. The platform is in beta and in active use by PM Office staff; the source gives expected impacts, not measured results.
Lugo Provincial Council runs 17 AI tools on open-source and open-weight models on its own servers (MencIA)
The Provincial Council of Lugo, Spain, operates an AI Laboratory in production with 17 tools (8 applications and 9 assistants) running open-source and open-weight models on its own servers, using Ollama, vLLM, LangChain and Open WebUI, with RAG only on Council documents. The 2026-2030 MencIA strategy aims to extend this to the province's 66 small municipalities. Internal measurements cited in the source: daily email management in the Presidency Office fell from about 60 minutes to 5, and analysis of grant calls from about 30 minutes to 2.
CiudadanIA summarises citizen letters to the Spanish President with small language models on local government infrastructure
The Spanish Prime Minister's Office uses fine-tuned compact models (Gemma-3-4B, quantised) running on local government infrastructure to summarise citizen letters sent through the 'Write to the President' service, supporting routing and response. Government staff reviewed outputs for hallucination and tone distortion, and the project produced an open-source LLM-as-a-judge evaluation workbench. Humans stay in the loop; the source lists impacts qualitatively, without figures.
MTP Cuts Compliance Research Time 40% Using Gemini Enterprise
Spanish software-assurance firm MTP rolled out Gemini Enterprise across its teams, using a Gemini Flash/Pro model routing system built on Gemini Enterprise Agent Platform, the no-code Agent Designer and a Deep Research agent connected to internal SharePoint compliance manuals, with models deployed on European endpoints to maintain GDPR compliance. Employees now save an average of two hours every day, technical research that once took six hours now takes just two, time spent on compliance standards is down 40% with Gemini Notebook, and software documentation can be drafted 35% faster.
HBX Group Automates B2B Travel Support with Google Cloud Contact Center AI and Gemini
HBX Group, a Spain-based B2B travel distribution platform connecting 60,000 travel distributors to providers in 190 countries, worked with Google Cloud partner Ayesa Digital to build an omnichannel support system on Google Cloud Contact Center AI, Dialogflow CX, ADK, and Gemini, integrated with Vonage telephony and Salesforce CRM. The system now classifies all customer service requests by category and sentiment, provides 24x7 local-language coverage via LLM two-way real-time translation, autonomously handles more than 30% of repetitive cases such as fee waivers, and automates 18% of high-volume live phone interactions through an intelligent voice channel, with a target of 80% of interactions passing through AI-automated resolution by late 2026.
HBX Group· SpainGoogle Cloud Contact Center AI · Dialogflow CX · Gemini +4
Madrid builds VisitMadridGPT on Azure OpenAI to answer tourists in 95+ languages
The City of Madrid, with partner iUrban, built the VisitMadridGPT virtual assistant on Microsoft Azure OpenAI Service to give tourists accurate, real-time, personalized information in more than 95 languages, drawing from the city's official tourism content. Users average 2.8 questions and spend about 4 minutes 18 seconds per session with a low bounce rate, and the city analyzes assistant conversations to identify popular topics and refine its digital marketing strategy.
Madrid Destino / Madrid City Council· SpainAzure OpenAI ServiceCaixaBank unifies customer data with Salesforce Data 360 and Agentforce to cut support response time
CaixaBank, Spain's leading bank with over 20 million customers, deployed Agentforce and Data 360 on the Salesforce Platform to unify customer profiles, product data and interaction history across channels for its more than 38,000 employees. On its remote support team of 300+ employees, Agentforce streamlines call preparation with on-demand insights so managers can connect customers with a manager within two minutes, and intelligent document processing that previously took three to four months to build on another platform took about half an hour to build with Salesforce's Prompt Builder.
CaixaBank· SpainAgentforce · Salesforce Data 360 · Prompt Builder
Agroseguro improves its agricultural insurance offering thanks to AWS's generative AI
Agroseguro, the Spanish Association of Combined Agricultural Insurance Insurers, is applying generative AI as part of a cloud migration to AWS. The insurer is pursuing AI projects for detecting fraud within insurance lines using data learning techniques, and for analyzing images as part of claims assessment using artificial vision techniques. Using Amazon Bedrock, Agroseguro has started a project applying natural language processing to help understand technical and legal documents, particularly the terms and conditions for its different insurance lines and assessment rules. The company is also developing predictive models using AI to produce more accurate risk analysis and pricing across its insurance lines.
Lola - Success story at the University of Murcia
The University of Murcia deployed the chatbot Lola, built by 1MillionBot, to handle student queries during registration and university entrance exam periods. Lola has logged over 74,000 unique conversations with about 25,000 students, with a 93.4% accuracy rate. In June-July 2019, Lola answered queries from 5,525 users across 12,247 conversations and 34,423 messages, resolving 94.2% of queries, versus 28,000 inquiries handled by staff the year before implementation.
University of Murcia· SpainchatbotBasque Government's EJIE builds high-speed AI translation tool on Red Hat OpenShift
EJIE, the Basque Government's IT management arm, built the Itzuli neural translator to translate between Spanish, French, English and Basque, replacing an older grammar-rule-based tool that struggled with long texts. Using Red Hat OpenShift to run GPU-backed containers for the neural translation models, with support from Red Hat Consulting and a Technical Account Manager, EJIE launched general and specialist legal/administrative versions of the tool. Usage grew 300% in three years: from about 2 million quarterly translation requests in early 2020 to over 6.7 million per quarter by August 2023, with peaks over 260,000 queries in a single day and over 30,000 daily users; official-service translation requests fell 40% over the same period as citizens used the self-service tool directly.
EJIE (Basque Government)· SpainRed Hat OpenShift · Red Hat Enterprise Linux · Red Hat Ansible Automation Platform
Admiral Seguros: Tractable delivers outstanding customer services through touchless claims
Admiral Seguros, a Spain-based auto insurer serving over 260,000 clients, integrated Tractable's visual AI to enable Straight-Through Processing of auto claims. At First Notice of Loss, customers photograph vehicle damage via a smartphone app link, and Tractable's AI assesses the damage to build an estimate within minutes. In 2021, Admiral Seguros processed 12,000 touchless claims this way: 90% of estimates were processed without appraiser input, 98% of qualifying claims were completed in under 15 minutes, the AI's accuracy was 96% compared to human appraisers, and automation drove a 3x return on investment.
Admiral Seguros· SpainTractable visual AI