# From innovation to action: artificial intelligence serving public administration in Chile Author: Mauricio Pilleux Original publication: 2025-05-07 Spanish original: https://estrategiabyaleph.substack.com/p/estrategia-84-ia-contra-la-violencia English URL: https://elcontemplador.github.io/estrategia-english/essays/084/ Status: Published translation This is a translation of the original Spanish essay published on 7 May 2025. Its claims, examples and forecasts retain that historical context. English publication: 2026-09-29 *Archive note: published on 7 May 2025. This guest account preserves the author’s descriptions of the system, its results and its security arrangements at that time. The ECLAC quotation is translated from the Spanish source; its original English wording has not been verified.* > Violence against women continues to corrode our societies in 2025. Yet artificial intelligence can help us offer tangible responses in this field too. **This week, estrategIA gives the floor to [Mauricio Pilleux](https://www.linkedin.com/in/mauricio-pilleux-gallardo/?originalSubdomain=cl), CEO of [Coderhub](https://www.coderhub.cl/), to explain first-hand how his team, together with the Chilean government, has created a system to protect Chilean women who experience gender-based violence abroad.** With promising early results, the project shows how AI, used well, can help us improve our society. In a world where digital transformation is advancing in leaps and bounds, Chile has already begun to establish itself as a regional leader in implementing AI-based solutions to improve the efficiency and quality of its public services. AI is already changing how the state interacts with citizens, optimising processes and creating new capabilities to address complex social challenges. ## Applying AI to the fight against gender-based violence States’ responsibility to protect their female citizens against gender-based violence extends beyond national borders. It is both a moral and a legal imperative within the human rights framework. According to the Economic Commission for Latin America and the Caribbean (ECLAC), it is essential to *“create an institutionalised mechanism at consular level, coordinated with national and local bodies, to assist and protect women who are victims of gender-based violence and migrant family members”*. This recommendation, set out in the 2013 Montevideo Consensus on Population and Development, recognises that women moving across international borders face specific vulnerabilities. Gender-based violence is a serious global social problem. According to a UN Women study cited by the OECD, approximately 600 million women live in states that do not adequately criminalise domestic violence. This underlines the importance of countries extending protection to their female citizens regardless of their geographical location. In this context, Chile developed a technological solution to address this global challenge. Within the framework of the National Artificial Intelligence Policy 2021–2030, Chile’s Ministry of Foreign Affairs and Ministry of Women and Gender Equity implemented an AI-based assistance system. This initiative marked an advance in how the Chilean state supports women experiencing violence abroad. [![App welcome screen explaining support for Chilean women abroad and offering a choice about enabling GPS; translated below.](https://elcontemplador.github.io/estrategia-english/assets/images/86e81920-95be-4fba-8f2c-ea7d8b08a793_540x1158.jpeg)](https://substackcdn.com/image/fetch/$s_!g35q!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86e81920-95be-4fba-8f2c-ea7d8b08a793_540x1158.jpeg) *Translation of the substantive text in the screenshot:* > **Skip >>** > > We provide information and guidance to Chilean women experiencing gender-based violence in another country. > > To improve your safety and experience in the app, we need to know your location. > > **Enable GPS** > > **Continue without enabling GPS** ## An AI assistance system for responding to gender-based violence abroad [![Chatbot start screen for a virtual guidance assistant for Chilean women abroad; translated below.](https://elcontemplador.github.io/estrategia-english/assets/images/ff1d8e66-f5c6-4c47-8e12-a0253e8646be_540x1158.jpeg)](https://substackcdn.com/image/fetch/$s_!6RH-!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fff1d8e66-f5c6-4c47-8e12-a0253e8646be_540x1158.jpeg) *Translation of the substantive text in the screenshot:* > **Chatbot** > > Virtual Guidance Assistant for Chilean Women Abroad > > Usually responds within a few minutes. > > **We are online** > > Usually responds within a few minutes. > > **Start conversation** > > Navigation: Home · Chatbot · Networks ### How it works and its technological innovation What distinguishes this solution is its ability to go beyond simply providing information. The system uses advanced natural-language processing algorithms to: **1. Understand the user’s account:** the platform analyses the narrative provided by the woman seeking help, identifying key elements that indicate the nature and severity of the situation. **2. Complete a case record in real time:** as the interaction develops, the system asks questions, gathers relevant information and structures it into a case record, similar to one a trained official would complete. [![Chatbot displays collected contact information and asks the user to confirm or amend it; substantive text translated below.](https://elcontemplador.github.io/estrategia-english/assets/images/0136d0ad-6ba2-47ca-9c4e-4990feb582a3_429x943.jpeg)](https://substackcdn.com/image/fetch/$s_!pfAw!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0136d0ad-6ba2-47ca-9c4e-4990feb582a3_429x943.jpeg) *Translation of the substantive text in the screenshot. The contact details below are those displayed in the archived image, not verified contact routes for the service.* > **Chatbot** > > Virtual Guidance Assistant for Chilean Women Abroad > > Usually responds within a few seconds. > > **User:** I confirm that I am in a situation of risk. > > **Assistant:** We have collected the following information for your request for assistance: > > **Contact information for the affected person** > > **Country:** Germany > **City:** Berlin > **Email:** mila@mail.com > **Telephone number:** +4971184850 > > **Personal information for the affected person** > > Please review the information and **confirm** whether it is correct. If you would like to change anything, please say so. > > Assistant label: Coni > Message field: Write your message > Developed by ContactsHub > Navigation: Home · Chatbot · Networks **3. Assess whether referral is needed:** using predefined protocols, the system determines whether the case requires in-person attention or specialist follow-up. **4. Provide location-specific information:** the system identifies and provides details of the Chilean consulate nearest the user, as well as information about local support networks. **5. Transfer the information collected:** when in-person attention is deemed necessary, the complete case record is automatically transferred to the relevant consulate. This entire process strictly follows the protocols established by Chile’s Ministry of Women and Ministry of Foreign Affairs, ensuring that the automated response maintains the necessary quality standards. Protecting sensitive data is crucial to this process. It implements end-to-end encryption and strict security protocols in accordance with Chilean Law 19.628, while also following the information security policies specified in ISO 27001. ### Impact and results The results of this implementation were immediate. In its first three months of operation, the system handled dozens of conversations, providing immediate guidance to women who needed information about what to do when experiencing violence abroad. The solution has proved particularly effective in: - **Removing barriers to access:** women who could not have accessed traditional consular services because of distance, opening hours or fear have found an accessible route to help through the platform. - **Reducing response times:** the system’s round-the-clock availability enables immediate attention, crucial in crisis situations. - **Improving the quality of referrals:** by gathering structured information, it enables more accurate and effective referrals where necessary. - **Optimising consular resources:** consular staff can focus on cases requiring specialist attention while the system handles information requests and the initial data-gathering stage. ## An incremental approach and lessons learnt This system was not developed in isolation, but as part of an incremental strategy. The first step was to implement a chatbot for self-service access by the general public to Chile’s Ministry of Foreign Affairs. This reduced the volume of interactions that staff had to handle directly from 700 to 200 a day, representing not only a significant optimisation of resources but also an improvement in users’ experience and the coverage of their needs. Indeed, during 2024, 64% of interactions were handled through the interactive voice response system, or IVR, with only 36% requiring contact with a human agent. This gradual approach allows public institutions to learn, adjust and optimise technological solutions nimbly, ensuring not only operational efficiency but also sensitivity and adaptation to complex human circumstances. Ultimately, **the future of AI in public administration can be built on this incremental model: start with simple solutions, demonstrate measurable value, then move towards deeper and more sophisticated AI integration. This approach can ensure that AI not only improves the state’s efficiency but also strengthens citizens’ trust in institutions and improves the quality of life of those who need it.** [Mauricio Pilleux](https://www.linkedin.com/in/mauricio-pilleux-gallardo/) CEO of [Coderhub](https://www.coderhub.cl/) ## References 1. [ECLAC. Montevideo Consensus on Population and Development.](https://consensomontevideo.cepal.org/es/instrumento/red-de-atencion-consular-victimas-de-violencia-de-genero-yo-intrafamiliar-migrante) 2. [OECD. DAC Recommendation on Gender Equality and the Empowerment of All Women and Girls.](https://legalinstruments.oecd.org/api/download/?uri=/public/3d8d4242-bfe3-4392-998c-94de932ca1a3.pdf) 3. [Ministry of Foreign Affairs of Chile. Assistance to victims of domestic violence.](https://www.minrel.gob.cl/asisitencia-a-victimas-de-violencia-intrafamiliar/minrel_old/2014-12-11/175411.html) 4. [Ministry of Science, Technology, Knowledge and Innovation. (2021). National Artificial Intelligence Policy 2021–2030.](https://minciencia.gob.cl/areas/inteligencia-artificial/politica-nacional-de-inteligencia-artificial/)