AI-powered virtual assistant for user engagement and support

Challenge objective

Sagalés is seeking a technological solution to develop a virtual assistant based on artificial intelligence to enhance user support through its web and app channels, using both text and voice.

Challenge description

The goal is to implement an AI-based support system capable of autonomously, reliably, and in real time resolving user inquiries and questions, without requiring constant manual maintenance.

Functional requirements

• Natural language detection and recognition: The system must be able to understand and interpret natural language used by users, both in text and voice formats. It must support at least Catalan, Spanish, and English, with the possibility of additional languages if supported by the tool.

• Autonomous information access: The assistant must access updated internal information without manual uploads, by automatically reading web pages, PDF documents, and consuming APIs or other structured systems (even if not specifically designed for AI interpretation).

• Real-time queries: The system must be capable of responding to queries requiring real-time information, such as checking bus arrival times at a stop or identifying service disruptions.

• Functionality configuration: The system must adapt to the availability and working hours of human agents and manage redirections or workflows appropriately when it cannot resolve a query.

• Statistics module: The solution must include tools to measure both qualitative and quantitative interactions across channels (web chat, app, voice).

What we’re looking for

Solutions that:

• Are modular, scalable, and adaptable to different environments (corporate level, specific services, urban services, etc.).

• Minimize manual intervention in knowledge base management and creation.

• Can respond to real-time queries.

• Ensure the reliability of the information provided.

• Offer a smooth and accessible user experience.

• Guarantee the security of accessed and consumed information through cybersecurity methods.