Case Study: Spain’s Social Security achieves scalable citizen support with Google Cloud Platform

Spain’s Social Security administration Using AI to deliver benefits to citizens more efficiently

Spain’s Social Security, the Spanish government agency serving more than 11 million citizens with benefits and social protection services, faced a sudden crisis when COVID-19 forced its offices to close. Needing a secure, scalable way to keep delivering information and support while meeting GDPR requirements, it turned to Google Cloud Platform and its cloud-based AI capabilities, including Dialogflow, to replace in-person service channels.

Google Cloud Platform helped Spain’s Social Security launch the ISSA Social Security assistant and other cloud applications in just weeks, enabling citizens to book appointments, access information, and submit requests digitally. The chatbot quickly became the main service channel for around 10 million citizens, more than 6.5 million people used it for guidance, and a benefit eligibility simulator handled nearly 20,000 requests per minute during launch week.

Spain’s Social Security

Andrés Pastor Bermudez

Spain’s Social Security