SOL – Artificial Intelligence Virtual Assistant (Community of Madrid)
COMUNIDAD DE MADRID
Client: Community of Madrid
Services: Strategic definition, AI solution design, prototyping, and technology pilot.
technologies: Microsoft Azure, Azure OpenAI Service, Microsoft Foundry, Azure AI Content Safety, speech recognition and synthesis services, semantic search, content indexing, Natural Language Processing (NLP), Generative Artificial Intelligence, scalable cloud architectures, data ingestion and orchestration systems, conversational APIs, multilingual models, conversational experience frameworks, secure and resilient cloud infrastructure.
Challenge
The Community of Madrid faced the challenge of making public information more accessible, understandable, and efficient for citizens. With thousands of resources distributed across multiple platforms — from the institutional website to electronic administration services and transportation systems — access to information was fragmented and often difficult for end users.
The challenge was to design a solution capable of unifying this informational ecosystem into a single conversational interface, enabling any citizen — regardless of age, language, or digital literacy level — to access clear and reliable answers in real time.
In addition, it was necessary to establish the foundations for a secure and scalable architecture capable of handling millions of interactions, ensuring the responsible use of artificial intelligence, and evolving toward new public-sector use cases.
Solution
Bravent played a key role during the initial phase of the project, leading the definition of SOL’s strategic vision and establishing the foundations of the solution. Through a user-centric approach, a conversational experience was designed to simplify access to complex public information using natural language.
The work began with the conceptualization of the assistant, defining its purpose, priority use cases, and interaction model. Bravent designed the first conversational flows and experience logic, ensuring that the assistant could provide clear, coherent responses aligned with real citizen needs.
As a fundamental part of the process, technology pilots were developed to validate both technical feasibility and user experience. These pilots integrated generative AI capabilities, exploring how to interpret user queries, detect context, and structure responses based exclusively on official sources.
This iterative approach enabled rapid adjustments to the model, the identification of improvement opportunities, and the establishment of the foundations for a robust solution. In addition, Bravent contributed to defining AI governance principles, focusing on transparency, information reliability, and interaction security.
The result was a solid foundation upon which the assistant could evolve, facilitating its subsequent development and industrialization within a broader technology ecosystem.
Impact
Bravent’s involvement transformed a conceptual idea into a solid strategic and technological foundation for the development of SOL. Thanks to a clearly defined vision, user experience, and the first technology pilots, the project successfully validated the potential of conversational AI within public administration.
This initial work was key to accelerating the assistant’s subsequent development, reducing implementation risks, and ensuring that the final solution was aligned with real citizen needs.
As a result, the Community of Madrid has been able to deploy an innovative, accessible, and scalable virtual assistant, significantly improving how citizens interact with public services while reinforcing its position as a benchmark in digital transformation.
“SOL is an example of how Artificial Intelligence and the cloud can serve citizens by facilitating access to public information. At Microsoft, we have contributed our AI technology and secure, scalable cloud architecture on Microsoft Azure to enable an accessible, multi-channel, multilingual assistant that contributes to a closer, more efficient, and more inclusive public administration,” says Natalia Escobedo, Public Sector Director at Microsoft Spain.
Access the Microsoft press release.
