This research allowed us to detect the needs in the application processes made by users to the Municipal GAD of "Urdaneta", the most requested are: consultations, follow-up of procedures, appointment reservations, online payments, certificate validation, among others. The proposal to implement a virtual assistant for the customer service area arises due to the demand for requests from users to avoid congestion and that their attention is quality and fast. The general objective of this project is to provide the necessary information to the user and in turn provide him with the knowledge to be able to solve his problems. This intelligent agent is capable of simulating a virtual conversation like a human, thanks to the fact that it involves artificial intelligence, this Bot will be able to update based on its knowledge with the information provided by the user in order to provide a highly trained service, in this way, interpret the questions and be able to provide a reliable answer to the user. Currently, chatbots are taking a great competitive advantage due to their ability to think like a human and to be able to maintain a virtual conversation and have a meaningful interaction with users.This research allowed us to detect the needs in the application processes made by users to the Municipal GAD of "Urdaneta", the most requested are: consultations, follow-up of procedures, appointment reservations, online payments, certificate validation, among others. The proposal to implement a virtual assistant for the customer service area arises due to the demand for requests from users to avoid congestion and that their attention is quality and fast. The general objective of this project is to provide the necessary information to the user and in turn provide him with the knowledge to be able to solve his problems. This intelligent agent is capable of simulating a virtual conversation like a human, thanks to the fact that it involves artificial intelligence, this Bot will be able to update based on its knowledge with the information provided by the user in order to provide a highly trained service, in this way, interpret the questions and be able to provide a reliable answer to the user. Currently, chatbots are taking a great competitive advantage due to their ability to think like a human and to be able to maintain a virtual conversation and have a meaningful interaction with users.La presente investigación nos permitió detectar las necesidades en los procesos de solicitudes que realizan los usuarios al GAD Municipal de “Urdaneta”, los más solicitados son: consultas, seguimientos de trámites, reservaciones de citas, pagos en línea, validación de certificados, entre otros. La propuesta de implementar un asistente virtual para el área de servicio al cliente surge debido a la demanda de peticiones de los usuarios para evitar el congestionamiento y que su atención sea de calidad y rápida. El objetivo general de este proyecto es facilitar la información necesaria al usuario y a su vez brindarle el conocimiento para poder solucionar sus problemas. Este agente inteligente es capaz de simular una conversación virtual como un humano, gracias a que involucra la inteligencia artificial este Bot podrá actualizar en base a su conocimiento con la información que le proporciona el usuario para poder brindar un servicio altamente capacitado, de esta manera, interpretar las preguntas y poder brindar una respuesta confiable al usuario. En la actualidad los chatbots están tomando gran ventaja competitiva debido a su capacidad de pensar como un humano y poder mantener una conversación virtual y tener una interacción significativa con los usuarios.