Enreach and Servinform win Platinum Award for for AI-powered citizen service project

Award-winning project shows how Smart Contact, AI and omnichannel communication can improve service availability, efficiency and citizen experience

Enreach, a leading European provider of Smart Contact solutions, and Servinform, a leading Spanish provider of Business Process Outsourcing (BPO) services and digital transformation solutions, have won the award for **Best IT Project in BPO and Back Office Solutions** in the **Technology Innovation** category at the latest edition of the Platinum Customer Experience Awards, held on June 11th.

The award recognises their joint work on Seville City Council’s 010 citizen service line a benchmark project in the field of public administration. Through the use of Enreach technology and Servinform’s operational expertise, the project has introduced an AI-powered omnichannel model that resolves citizen enquiries immediately and automatically, 24/7.

The results demonstrate the impact of this model. The project has enabled 30% of calls to be resolved autonomously, while 98% of intents are recognised and managed by the bot.

The jury recognised the success story as an outstanding example of how technological innovation applied to process management can radically transform operational efficiency, increase service availability, digitalise the customer experience and expand the points of contact between public administration and citizens.

Seville’s 010 project: innovation serving citizens, available 24/7

The project, implemented using Enreach Omnichannel solution and the AI Studio artificial intelligence orchestrator, was created to meet the needs of a diverse, active and digitally engaged population. The system allows users to interact with the administration through their preferred channel, whether WhatsApp, social media, SMS or telephone, all managed centrally.

This integrated approach makes it possible to resolve queries immediately, 24 hours a day, seven days a week, while encouraging the use of online procedures and delivering a direct benefit to citizens, who no longer have to wait or depend on office opening hours to complete certain tasks.

The automation of high-impact tasks, such as appointment management, bill payment and the reporting of urban incidents in the municipal CRM system, has benefited both citizens and customer service teams. By freeing agents from having to intervene in every conversation and by automating ticket escalation, agent fatigue has been reduced by 18%. Additional on-site staff and the inclusion of sign language interpreters have also helped deliver a more accessible service, one of the city council’s priority requirements.

Operational effectiveness backed by project results

The technical robustness of the solutions implemented is clearly reflected in the results achieved. Of the more than 40,000 calls received in May, Servinform and Enreach technology made it possible to successfully process and route 98% of qualified calls automatically.

This result was achieved through the implementation of a conversational AI assistant trained to understand different intents and provide self-service options. When a citizen wants to speak to an agent during service hours, the system transfers the conversation to the most suitable available professional, together with all the necessary context, so the citizen does not have to repeat the reason for their call.

As a direct result of this accurate diagnosis of enquiries, service lines have been immediately relieved and an unprecedented level of responsiveness has been achieved. Overall, this automated ecosystem has absorbed and managed more than 120,000 WhatsApp conversations and over 465,000 calls in the past year.

“This award reflects the success of the joint work and mutual trust between Servinform and Enreach. The evolution of Seville City Council’s 010 service shows that virtual agents are not here to replace human talent, but to enhance the service,” says Alvaro Figueira, Director of SBU Solutions for Industries and Public Administration at Servinform. “This model not only radically improves the efficiency of public-sector management, but also directly strengthens the personalised support offered to all citizens of Seville.”

“Our CCaaS platform combined with our AI Studio shows that, when applied properly, artificial intelligence does not distance public administrations from citizens, but brings them closer,” says Jose Luís Gil, Customer Success Manager at Enreach. “Automating half of the calls received with 98% accuracy in intent detection demonstrates that we can reduce the cognitive load on agents, enabling them to deliver real value in more complex interactions and achieve stronger engagement with citizens.”

The project is a strong example of Enreach’s Smart Contact approach in action: combining AI, contact centre technology, automation and multiple communication channels to help organisations manage every interaction more intelligently.

About Servinform

For more than 47 years, Servinform has been transforming businesses through customised solutions and cutting-edge technology. The company currently operates in Spain, Portugal, Colombia and Italy, with more than 6,000 professionals and 1,200 customers. With offices in Madrid, Barcelona, Valencia, Bilbao, Seville, Málaga, Lisbon, Rome and Bogotá, Servinform has 20 offices across the Iberian Peninsula, the Balearic Islands and the Canary Islands.

A leader in the development of RPA and IDP technologies, Servinform creates value through its deep business knowledge and the specialist expertise of its teams in the financial, industrial, retail, energy, banking, public administration, IT and telecommunications sectors.