How many times have we entered a support portal knowing what problem we have, but not knowing exactly what words to type in the search engine? This is a very common situation that becomes a real barrier for many users.
To help overcome it, the AOC has launched GuIA, a conversational assistant based on artificial intelligence which replaces the traditional search engine of the Support Portal. Instead of showing a long list of results, GuIA interprets the question formulated in natural language and offers a direct answer based on the official contents of the portal.
Less bareres, more autonomy
One of the main advantages of GuIA is that users they no longer need to know how to formulate a perfect query. They can describe their problem in their own words, as they would when talking to a person. If the first answer does not completely resolve the question, they can rephrase or expand on the question while maintaining the context of the conversation.
This is especially useful for those who have more difficulty navigating digital environments or locating information among hundreds of help articles. GuIA eliminates the need to understand the structure of the portal or know technical terms, making access to information much simpler and more natural.
A closer and more accessible experience
The assistant allows you to browse the content of the Support Portal in a conversational way, with an experience more similar to that of a conversation than that of a traditional search. This reduces the frustration caused by irrelevant results and makes it easier for each person to find the information they need with less effort.
In addition, GuIA is available 24 hours a day, 7 days a week, offering an immediate response when the user needs it. This availability favors the self-resolution of doubts and reduces dependence on human attention channels for the most common queries.
Technology at the service of people
The incorporation of artificial intelligence into the Support Portal does not aim to replace human attention, but to make it more accessible. GuIA helps eliminate a barrier that was very common until now: knowing what to look for in order to find an answer.
With this new assistant, the AOC continues to move towards digital services that are easier to use, more inclusive, and more tailored to the real way people communicate and seek help.
