MexicoPublic sector2026 – ongoingDigital Transformation and Telecommunications Agency
Ventanilla 24/7 assistant for federal procedures
Mexico's ATDT reported 649,783 chats handled by its virtual assistant through April 24, 2026
Problem
Citizens needed help identifying federal procedures and finding official instructions. Complex questions also required access to human advisers.
Approach
ATDT built Ventanilla 24/7 internally and launched it on Gob.mx in early 2026. The generative AI assistant matched natural-language requests to the federal catalogue and directed users to official information. Human advisers on the 079 service handled more complex questions.
Results
Takeaway
The reported volume distinguished assistant chats from operator chats. It did not measure completed procedures or answer accuracy.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
IT Masters Mag reported ATDT's account of its internally developed assistant. It separated 649,783 assistant-handled chats from total service traffic of 1,033,946 chats.
Full details are in the original sources.
