Chatbot Visit Benidorm: artificial intelligence to support every visit.
Working with Telefónica España, Paginar designed and developed Chatbot Visit Benidorm and the AI infrastructure for Benidorm City Council. The solution turns the destination’s tourism information into a useful, reliable conversational experience that can extend to new digital services.
Benidorm City Council and Visit Benidorm Foundation needed to make destination information easier to access through conversation. With Telefónica España, we designed and developed the chatbot and a reusable AI infrastructure, connecting the conversational experience with content, data sources and municipal services.
Services
We design how a service understands questions and supports people through conversation. We define intents, flows, responses and alternatives to guide clear interactions.
We turn designs and user journeys into functional interfaces. We build components and applications for each environment, with attention to performance, accessibility and continuity between design and implementation.
We develop the services, APIs and logic behind digital products. We connect data and systems to support functionality and make the solution easier to evolve.
We design and implement AI systems connected to an organisation’s knowledge and services. We combine information retrieval, agents and evaluation mechanisms according to each product’s needs.
We connect applications, content and data sources so they work as part of one solution. We define information exchanges and their relationship with the product’s user journeys.
We assess product behaviour through functional tests and checks of key user journeys. We identify issues, compare results with requirements and support the validation of each delivery.
Work process
With an area of just 38.5 km², Benidorm is known as the “New York of the Mediterranean” and has more skyscrapers than any other Spanish city. Its population can reach 400,000 in summer, and it was the first city in Spain to receive Smart Tourist Destination certification.
Benidorm welcomes an international audience looking for answers in the moment: what to do, where to eat, how to get around, which beach to choose, or which options fit a particular need. For a destination with international appeal, that information must be accessible, consistent, and easy to find at every stage of a visit.
Benidorm City Council and the Visit Benidorm Foundation, with Telefónica España as partner, set out to bring the richness of the destination closer to every person through natural conversation. Paginar took on the end-to-end delivery of both the chatbot and the AI platform behind it: from functional definition and user experience to architecture, AI services, front end, back end, integrations, and operational infrastructure.
The result is Chatbot Visit Benidorm, a progressive web app designed to answer natural-language questions and guide visitors before and during their stay. Through a clear, accessible experience adapted for mobile and web, visitors can discover tourism resources, services, restaurants, beaches, routes, and things to do across the destination.
The assistant retains the context of the conversation, recognizes the language, and combines direct answers with structured information, links, and relevant resources. A question can therefore move from a general recommendation to a specific need without requiring the visitor to navigate multiple pages or understand how the information is organized in advance.
Chatbot Visit Benidorm, showing the main interface states.
The chatbot is the first visible application of an AI system designed to connect conversation with destination knowledge. Paginar defined the architecture to turn tourism content, data, and services across the Benidorm ecosystem into contextual, traceable responses that help each person make decisions.
We implemented the intelligent core behind this capability: specialized agents, semantic content retrieval, and an orchestration layer that identifies intent and determines how to respond. The system retrieves curated information, assesses it against the context of each request, and composes a response that combines natural language, data, links, and relevant resources.
Beyond answering questions, the platform includes mechanisms for managing sensitive situations and tools that allow the responsible team to review conversations and improve the assistant’s behavior over time. Response quality therefore becomes an operational capability of the service, rather than a static outcome of its launch.
The project’s scope extends beyond the tourism application. Paginar designed and deployed Benidorm City Council’s AI infrastructure as a shared, reusable foundation for future services and digital projects across the city. The chatbot demonstrates that capability in tourism, but does not exhaust it.
The platform separates the public experience from the intelligence, content, and data services. This modular structure makes it possible to add new sources, evolve models, and create new experiences without rebuilding the product from the ground up. It also incorporates automated deployment, security, observability, and monitoring, making AI operations part of a robust, governable platform designed to grow.
The work was delivered as a fixed-scope implementation project with a holistic product perspective. We started by analyzing the destination’s needs and consultation scenarios to define the functional architecture, conversation flows, and the criteria the solution needed to meet.
We then designed the experience and developed the front-end application, back-end services, AI layer, and required integrations. The process included functional testing, response validation, documentation, and training so that the Benidorm team had a solution ready for launch and further evolution.
The result
Chatbot Visit Benidorm turns tourism information into a conversation available to every visitor. More broadly, it gives Benidorm City Council and the Visit Benidorm Foundation AI infrastructure on which they can create and operate new digital services, supported by a shared foundation of knowledge, security, observability, and technology.
For Paginar, the project demonstrates how AI can become a tangible destination capability: a useful experience for people and strategic infrastructure for the organizations that make the city possible.
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