With the aim of optimizing the attention provided to the university community in the resolution of incidents related to digital services, the Information and Communications Systems Area (ASIC) has developed and implemented a system based on artificial intelligence (AI) for the analysis, classification and automated referral of requests.
This initiative, which is the result of the coordination of several ASIC sections, streamlines the management of queries by providing quick, contextualized answers and, if necessary automatically redirect those that do not fall within the competence of the service to the corresponding centers, faculties or departments. Thanks to this automation, both the user experience as the operational efficiency of technical personnel.
A system in operation 24/7
The system, which has been in operation for the past four months, mainly operates in the following areas frequent cases and recurring whose resolution corresponds to other services or units. Through the combined use of two AI models, it is able to identify with complete certainty whether a request should be referred. In these cases, the tool closes the request automatically, informing the user about where to go to obtain an appropriate solution. At all times, the user retains the possibility of reopening the application if deemed necessary.
In addition, by offering a uninterrupted service 24 hours a day, 7 days a week The solution reinforces ASIC’s response commitment, ensuring a timely response (maximum of 3 working days) even outside normal business hours.
This action is part of the commitment of the Vice-Chancellor’s Office with the continuous improvement of digital services and the incorporation of emerging technologies at the service of the university community.
