Ayesa Digital automates the Community of Madrid’s user support center with AI

Madrid Digital delivers a faster, more consistent, data-driven and higher-quality support service.

Ayesa Digital and Madrid Digital are working together to transform the User Support Center (CAU) that provides IT support to employees of the Community of Madrid’s regional administration. As a result, users now benefit from a service that is faster, more consistent, data-driven and more efficient.

The initiative is based on the implementation of new artificial intelligence, automation and advanced analytics capabilities designed to reduce resolution times, improve the quality of user interactions, facilitate access to knowledge and deliver a more personalized and satisfying support experience.

Salesforce and Data Analytics to Enhance User Engagement

One of the project’s key pillars is the deployment of Salesforce for the Applications and Credentials resolution teams, improving user relationship management. The platform centralizes the management of tickets, users and support channels while incorporating reporting capabilities, Tableau dashboards and omnichannel communication functionalities through Marketing Cloud.

The solution provides full end-to-end traceability of incidents and enables more coordinated collaboration across support teams, facilitating faster, data-driven decision-making based on operational KPIs.

AI Assistant to Support User Support Center Agents

Ayesa Digital has developed a pilot AI assistant powered by Microsoft Copilot and trained on operational guides and technical documentation from the Community of Madrid’s education and administrative environments.

The assistant helps User Support Center agents quickly locate procedures, generate more consistent and accurate responses, and reduce errors during incident resolution.

Improving the Quality of the Telephone Support Channel

Another key workstream focuses on the monthly analysis of customer conversations using RECORDIA. The platform automatically reviews and categorizes calls handled through the ODIGO contact center platform, identifying recurring complaints and incident patterns while generating monthly quality reports during the first working days of the following month.

This enables Madrid Digital to further improve agent training and continuously optimize the user experience across its telephone support channel.

Celonis Process Mining to Optimize IT Service Management

The project also includes a pilot initiative using Celonis to analyze incident management processes through process mining. As part of this initiative, a digital twin of the IT Service Management (ITSM) process is being developed to identify bottlenecks and operational inefficiencies, including incorrect escalations and excessive resolution times.

These insights make it possible to identify improvement opportunities and prioritize initiatives that increase the operational efficiency of the service.

In addition to these initiatives, the project also encompasses system integrations, testing, dashboards, reporting, change management, go-live support and results evaluation.

Ultimately, the project enables employees of the Community of Madrid to benefit from faster, clearer and more consistent support, with shorter waiting times and higher-quality incident resolution. The improvements help reduce errors, eliminate unnecessary escalations, enhance request tracking and provide more personalized and consistent responses across all support channels.

These enhancements contribute to higher user satisfaction with the services delivered by Madrid Digital to the Community of Madrid’s workforce. In turn, by enabling public-sector employees to resolve IT issues more quickly and efficiently in their day-to-day work, the initiative also helps improve the quality and efficiency of the public services ultimately delivered to citizens.