CASE STUDY
The Government of Catalonia is driving the digital transformation of its Administration with a virtual agent based on generative AI in its user technology support service.
The Challenge
A large and leading organization faced the challenge of providing agile, efficient, and secure support to its employees in an increasingly digital and distributed environment. With around 200,000 users, the need to resolve queries, manage resources, and access procedures in a centralized and autonomous manner had become a priority to ensure productivity and operational efficiency.
Moreover, the diversity of systems within the user technology support service, the variety of support channels, and the wide range of query types created a high volume of repetitive tasks for internal support teams, slowing response times and hindering immediate access to information.
The Journey
At Axazure, we have supported our client in the design, development, and implementation of a virtual agent powered by generative AI, built with Microsoft Copilot Studio. This agent serves as one of the main points of contact for employees through two key channels: the request management tool and Microsoft Teams.
This intelligent agent has been integrated with multiple internal systems of the organization, enabling users to:
- Consult operational procedures to encourage self-resolution.
- Manage incidents and submit technical queries.
- Administer resources such as equipment, devices, or access permissions.
- Securely access internal documentation and content from technical manuals, with role- and profile-based permission control.
The assistant’s design was carried out with special attention to security, regulatory compliance, and usability, ensuring user trust and rapid adoption across all departments.
The Arrival
The virtual assistant streamlines the resolution of users’ technology-related queries and requests, while also improving the efficiency of human resources within the tech support teams, allowing them to focus on higher value-added tasks.
Thanks to this initiative, in the area of user technology support, the Government of Catalonia aims to:
- Reduce the volume of repetitive tasks handled by its support teams.
- Shorten response times and improve query traceability.
- Increase employee productivity and autonomy by providing an immediate, natural, and always-available channel to manage their daily tasks.
CONCLUSION
The Government of Catalonia’s strategic commitment to generative artificial intelligence positions it as one of the first public administrations in Spain to integrate this type of technology to enhance the digital experience of its employees. This forward-looking vision not only optimizes internal processes but also lays the foundation for a more proactive, efficient, and people-centered Administration.
At Axazure, we firmly believe that artificial intelligence should serve organizations by transforming their processes in real and tangible ways. Our collaboration with the Government of Catalonia demonstrates that the combination of advanced technology like Copilot Studio and a clear vision for change can generate immediate and sustainable impact in the public sector.
