- Open administration
- Innovation
Monthly evaluation of the chatbot with generative AI: 91% correct answers
During 2024, the AOC support team increased its response capabilities and handled 208.000 requests, queries and incidents from users of AOC services thanks to AI.
This is one of the data that emerges from the AOC 2024 balance sheetThanks to the AOC chatbots, 143.000 support requests were handled in an automated, fast and friendly manner with 24-hour availability. Of these, half were handled by a innovative chatbot that uses a generative AI model which offers a better quality of responses and learning. To this work must be added the almost 65.000 requests processed by human agents in the same period.
With the implementation of the chatbot, we have achieved a significant reduction in the number of support requests handled by human agents, even though the use of our services continues to grow. Thus, in 2023, we managed a total of 92.532 support tickets, but in 2024, this number decreased to 64.564. At the same time, the use of AOC services increased from 557 million transactions in 2023 to 724 million in 2024.
This 30% reduction in support tickets has allowed the team to dedicate themselves to more qualitative tasks, especially those focused on improving services, which we will explain below.
Active listening to users
Through the portal millorem.aoc.cat, we have received numerous suggestions and comments that have allowed us to identify areas for improvement. These not only help us resolve specific issues, but also provide us with a broader view of your expectations and needsWe take this very seriously. feedback and we are constantly working to adapt to it.
Quality office
The Quality Office is dedicated to analyzing recurring support requests, managing the suggestions portal, and improving the content on the more than 30 support portals we manage. Its task is essential to identify patterns and trends in support requests, which allows us to address root problems and improve the experience of users of our services.
Generative AI chatbot
Chatbot training with generative artificial intelligence, leading tool in public administration, has helped resolve thousands of queries automatically and efficiently, reducing the workload of our support team and improving the user experience. In addition, the bot is incorporated into the services themselves, making them easier to access.
Furthermore, we have done so by guaranteeing ethical and responsible use through a algorithmic transparency report following the recommendations of the European Regulation on artificial intelligence.
Thanks to the chatbot, we manage to increase our capacity to support citizens and generate savings of 90% for each query resolved with the chatbot.
Continuous improve
In addition, we are constantly working to improve our services and support content to make them clearer, more understandable and accessible. This has allowed users to find answers to their questions more quickly and efficiently, reducing the need to open support tickets.
The reduction in support tickets is a reflection of the AOC's commitment to quality and satisfaction of the people who use our services. We care about theefficient use of public resources and we want to ensure that our services are increasingly easier to use, despite the complexity that regulations require of us.
We will continue to work in this direction, listening to our users and adapting to their needs. We thank everyone for their support and collaboration in this process of continuous improvement. Together, we will make AOC services increasingly accessible and useful for everyone.