Ayesa Digital Automates the Community of Madrid’s User Support Centre with AI
Madrid Digital is driving a more agile, consistent, measurable and data-driven service, with higher-quality incident resolution.
Ayesa Digital and Madrid Digital are working together to transform the support services provided by the User Support Centre (CAU) for employees of the Community of Madrid’s public administration. As a result, users now benefit from a service that is more agile, consistent, data-driven and efficient.
The improvement is based on the implementation of new artificial intelligence, automation and advanced analytics capabilities, enabling shorter resolution times, higher-quality interactions, easier access to knowledge and a more personalised and satisfactory user experience.
Salesforce and Data Analytics to Enhance User Relationships
One of the project’s key pillars is the implementation of Salesforce for the Applications and Credentials resolution teams, improving the management of user relationships. This technology enables the centralised management of tickets, users and support channels, while incorporating reporting capabilities, Tableau dashboards and omnichannel communication functionalities through Marketing Cloud.
The solution provides full traceability of incidents and enables more coordinated management across different teams, fostering faster decision-making based on operational data and KPIs.
AI to Support User Support Centre Agents
Ayesa Digital has developed a pilot AI agent based on Copilot, powered by knowledge drawn from operational guides and technical documentation from the educational and administrative environments of the Community of Madrid.
The assistant helps User Support Centre agents locate procedures, generate more consistent and accurate responses, and reduce errors in incident resolution.
Improving the Quality of the Telephone Channel
Another key area of the project is the monthly analysis of conversations through RECORDIA. The platform automatically reviews and categorises calls made through the ODIGO channel with users, identifying recurring complaint and incident patterns and producing monthly quality reports during the first working days of the following month.
This enables Madrid Digital to enhance agent training and optimise the user experience within the telephone support channel.
Celonis and Process Mining to Optimise ITSM
The project also includes a pilot initiative for incident management analysis using Celonis, incorporating the creation of a digital twin to improve the IT Service Management (ITSM) process.
This technology makes it possible to identify bottlenecks and inefficiencies in incident management, such as incorrect escalations or excessive resolution times. The analysis helps detect opportunities for improvement, enabling the prioritisation of actions that increase the operational efficiency of the service.
In addition to all of the above, the initiative also includes integrations, testing, dashboards, reporting, change management, go-live support and results evaluation.
Ultimately, this project provides employees of the Community of Madrid with faster, clearer and more consistent support, reducing waiting times and improving the quality of incident resolution. The enhancements help reduce errors, avoid unnecessary escalations, improve request tracking and deliver more personalised and consistent responses across all support channels.
This leads to higher levels of user satisfaction with the services provided by Madrid Digital to employees of the Community of Madrid. In turn, these improvements contribute to better citizen services, as public employees become more efficient thanks to the reduction in the time required to resolve incidents encountered in their day-to-day work.
