The AURIA project (Unified Assistance via Artificial Intelligence Resources) is an innovation initiative by Optare Solutions that applies artificial intelligence to operations team incident management, aiming to reduce resolution times and better leverage the team’s accumulated expertise.

The starting point. Incident management within an operations service largely depends on human knowledge. Technicians receive alerts through various channels, must analyze and classify them, and manually search for solutions across documentation and past cases that are often scattered. This extends response times, creates a heavy operational workload, and makes it difficult to maintain consistent criteria. Furthermore, a significant portion of the team’s experience and client-specific knowledge remains undocumented.

What is AURIA.

AURIA is an assistant that supports technicians throughout the incident resolution process. The technician describes the issue in natural language directly within their existing messaging channel, and AURIA locates similar resolved cases alongside relevant client technical manuals. Using this information, it proposes a resolution recommendation that includes a category, a priority level, and a confidence score, citing the consulted source. If the query lacks sufficient context, it prompts the technician for the necessary additional details. The artificial intelligence assists the technician rather than replacing them: decision-making and execution always remain in the technician’s hands.

A dedicated knowledge base per client.

The system relies on a client-specific knowledge base that brings together historical resolved incidents and technical documentation. It updates continuously with each new upload, without requiring model retraining. To capture previously undocumented knowledge, meetings with operations teams and clients were transcribed, and that information was integrated into the reference documentation. In addition, technicians rate the usefulness of each response, enabling continuous assessment and improvement of system quality.

Security and data protection.

Each client’s knowledge is kept isolated from the rest, personal data is anonymized prior to processing, system access is secured, and both communications and stored data are encrypted. AURIA is built on a modular architecture, deployed in the cloud using containers, and integrates into the team’s existing tools without introducing a new user interface.

Results and next steps.

Throughout the project, AURIA was developed and validated in a pilot with the operations team, receiving positive feedback from the technicians who used it. Planned next steps include integration with ticketing systems and email, business rule configuration, and periodic performance reporting.

With AURIA, Optare Solutions reinforces its commitment to digitalization and the application of artificial intelligence across its processes, acquiring specialized expertise that contributes to the digital transformation of the Galician business ecosystem.