Madrid is where Spain's largest institutions have their headquarters: the banks and insurers, the telecoms operators, the energy companies, and the central administration. It is also, less visibly, where a great deal of Spanish-language customer operations for Latin America is run from. The work that comes to us divides fairly neatly into three.
The first is decisioning with an audit trail. A credit file, a claim, a tariff exception, a subsidy application — a person reads it, applies a policy, and the outcome must be explicable to a supervisor and to the affected individual long afterwards. The model is the least interesting component; the evidence trail is the product. See credit decisioning and, for the reporting side, regulatory reporting.
The second is the contact centre. Spanish-language support at Madrid scale is an enormous cost line, and it is also where automation goes wrong most publicly: an agent that is confidently incorrect about a tariff generates complaints faster than it saves salaries. We build these with a hard boundary — retrieval from your own approved material, a refusal path, and escalation that carries the context so the customer does not start again. Customer support agents covers how.
The third is document pipelines in the back office: contracts, invoices, onboarding files, regulatory correspondence. Unglamorous, high volume, and usually the project with the clearest arithmetic behind it.
Across all three, the EU AI Act is now a live design input rather than a future one, particularly for anything touching creditworthiness, employment or access to a public service. Our reading of what that means in practice is on the EU AI Act page.
