Madrid wants its SOL assistant to flag errors and missing documents while residents complete online applications. The planned expansion also connects the regional 012 support service to Cuenta Digital, allowing a human adviser to receive the earlier conversation. Applicants will still carry out their own procedures on a platform with more than 1.5 million users.
Madrid’s regional government plans to give SOL, its digital public-service assistant, a role checking information as residents fill in applications. The avatar will answer questions, identify possible mistakes and draw attention to documents still needed. Citizens will remain responsible for submitting and carrying out their procedures. El Mundo reported the planned changes within Cuenta Digital, the region’s online service platform.[1]
A resident seeking personal assistance will be able to ask SOL to bring in a specialist from the 012 citizen-support service. A chat inside Cuenta Digital will carry the exchange onward. The adviser will receive the preceding conversation, allowing the resident to continue from the existing query instead of explaining the problem again. Miguel López-Valverde, the regional minister overseeing digitalization, said the aim was support throughout the procedure.[1]
Cuenta Digital already serves over 1.5 million users and offers more than 350 regional services. The 012 network also handles questions by telephone, WhatsApp, video, email and face-to-face contact. Regional figures put its first-half 2026 volume above 1.7 million queries, a 2% annual increase. The assistant’s additional functions remain planned; the announcement supplies no date for complete rollout.[1]
