Cornellà revolutionises services for residents with an AI virtual assistant available 24/7

Cornellà de Llobregat City Council has taken a technological leap in citizen services with the incorporation of LIAM®, an artificial-intelligence-based virtual assistant available 24/7 via WhatsApp. This cyber-agent, operational since June, allows residents to deal with municipal procedures and queries quickly and accessibly, even outside the usual opening hours of the Citizen Service Office (OAC).

The OAC maintains its in-person and telephone service from Monday to Friday, from 8:00 to 20:00, but outside those hours LIAM® takes over, offering uninterrupted assistance 365 days a year. Thanks to this initiative, Cornellà is among the first Catalan cities to implement an AI-based service system for public use.

The assistant does not work with predefined answers: it uses OpenAI technology and has been trained to adapt to any query with empathy, precision and naturalness. It can handle text messages, voice notes, images and even emoticons, making communication with citizens easier.

In just four months, LIAM® has handled more than 550 queries, with an average rating of 4.88 out of 5. The most frequent questions concern registration slips, certificates, mobility and traffic, although it has also resolved queries about selection processes, fees and tax rebates.

With this commitment to artificial intelligence, Cornellà expands its service channels and brings public administration closer to citizens through a more agile, modern and accessible model.