Adeje Town Hall has begun implementing an artificial intelligence chatbot on the municipal website, www.adeje.es. This is the first time the Town Hall has applied this technology to a public service. The tool is being introduced as part of the third phase of the “Adeje Amigable” (Friendly Adeje) Welcome Guide, presented at the beginning of the year, and expands its use both on the municipal website and in other virtual environments linked to the project.
The Digital Welcome Guide has been developed by Adeje Town Hall’s Department of Public Participation following a participatory process involving the public. It is designed as a resource to bring local administration closer to residents, as well as to new residents and users of municipal services. After an initial stage focused on gathering and digitising content, the introduction of the chatbot represents a qualitative step forward, enabling permanent, personalised and multilingual assistance with no time restrictions.
According to the councillor responsible for the department, Adolfo Alonso Ferrera, “the ‘Adeje Amigable’ Welcome Guide is a comprehensive resource, not only digital but also virtual. Through it, we aim to make access to municipal information and public services even easier. At this new stage, the incorporation of artificial intelligence becomes the key element defining the project’s evolution, allowing for more agile, personalised and accessible services for the public, with no time limitations”.
The new virtual assistant will help resolve queries related to municipal services, projects, activities, procedures and administrative requests. Its functions include guidance on the municipal register, urban planning, social services, culture, sport, education, the environment, public safety, and more.
The chatbot is based on advanced artificial intelligence technology and is designed to maintain a fluent, friendly and easy-to-understand conversation, avoiding an impersonal tone. It is also able to retain the context of each query and to intelligently redirect users to other service channels, such as telephone or email, when direct intervention by municipal staff is required.
The development of this tool is supported by a balanced governance model in which three key areas work together in a coordinated way: political leadership, technical staff and the public. This approach ensures a coherent and shared structure for defining content, decision-making and continuous service improvement, strengthening the effectiveness of public policies and their alignment with the real needs of the municipality.
One of the project’s distinctive features is the identity of the assistant, created around the character “Bienvenida”, which emerged from the participatory process itself. This figure provides a recognisable and approachable presence, reinforces user confidence and improves the overall experience of interacting with the local administration.
The scope of the project also includes reducing the workload of face-to-face and telephone services, strengthening the public’s autonomy when carrying out procedures, and promoting a more modern, accessible and inclusive administration. The tool is designed to serve the entire population of the municipality, with particular usefulness for older people, those with mobility difficulties, businesses, entrepreneurs and visitors.
At present, the system is in a testing phase. Adeje Town Hall is inviting the public to collaborate by identifying any possible issues or areas for improvement, so the chatbot’s performance can continue to be refined before its full rollout. With this initiative, Adeje moves forward in modernising public services, combining technological innovation with a human and approachable focus.
