SpainPublic sector2023 – ongoingCity of Madrid
Paloma AI telephone screening for unwanted loneliness
Madrid began social follow-up with 646 older residents after Paloma's AI telephone screening
Problem
Madrid wanted to identify older residents experiencing unwanted loneliness and offer support.
Approach
Paloma called older residents living alone in late 2023. The AI telephone assistant asked about loneliness and willingness to receive professional contact. Municipal staff evaluated responses and began individualized follow-up.
Results
Takeaway
Screening led to human follow-up. Reporting loneliness and accepting professional help were separate responses.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Madrid reported the telephone pilot and subsequent social intervention. It distinguished completed conversations, loneliness responses and acceptance of professional follow-up.
Full details are in the original sources.
