1. What is this service?

This service is a virtual assistant with artificial intelligence that helps you find information from the AOC support portal in a simpler and more conversational way. It functions as a substitute for the traditional search engine, allowing you to ask questions using natural language, as if you were talking to a person.

The assistant is available 24 hours a day, every day of the year.

2. What the assistant does and does not do

☑ What the assistant does	✖ What the assistant does not do
Answers questions about AOC services	Does not provide personal, legal, or administrative advice
Uses official articles from the support portal as a source	Does not resolve procedures or make administrative decisions
Offers clear and summarized answers in natural language	Does not access personal data or files
Allows asking questions with simple words, without technical terms	Does not process or need personal information
Maintains the context of the conversation to refine or complete questions	Does not use uncontrolled external sources
Works in Catalan and Spanish	Does not generate new content or unvalidated information
Is available 24 hours a day	Does not answer queries outside the scope of AOC services
Helps to guide and facilitate the information search	Does not guarantee that all answers are always accurate or complete

If the assistant does not have reliable information or detects that the query is outside its scope, it indicates so and recommends using other customer service channels.

3. How are responses generated?

Responses are based exclusively on the existing information in the official articles of the AOC support portal.

The assistant:

• Does not create new content or use uncontrolled external sources.
• Reinterprets and presents the existing information, adapting it to the question asked.
• May make occasional errors, especially in complex or ambiguous queries.

Therefore, the information provided is for guidance purposes only.

4. How does it differ from a traditional search engine?

Traditional search engine	AI Assistant
Returns a list of results that must be read and interpreted	Offers a direct and summarized answer to the question
Treats each search in isolation, without taking context into account	Maintains the context of the conversation and allows follow-up questions or refinement
Requires knowing which keywords to use	Allows explaining the problem using natural language
Does not help if the search is not well formulated	Tries to interpret the real intention even if the question is not precise
Often forces entering multiple articles	Summarizes and adapts relevant information into a single answer
Does not interact or follow up on the query	Works in a conversational manner, like a dialogue
Shows information exactly as it is published	Reinterprets content to make it more understandable
Does not differentiate if the user is lost or confused	Facilitates guidance and reduces search frustration
Does not indicate if the information is not relevant	Can indicate when it does not have adequate information
Is not designed for people with search difficulties	Improves cognitive accessibility and user experience
Takes no risks, but also does not contextualize	May make occasional mistakes, but provides more contextual value

5. Data processing and privacy

The assistant is designed to operate without the need for personal data. Under no circumstances will it request personal information or identifying data to use the service.

Conversations with the assistant are recorded anonymously with the exclusive purpose of improving service quality, detecting errors, identifying information gaps, and better adapting support content to the real needs of users.

Conversations are retained for a maximum of 3 months and are automatically deleted once this period has passed. This timeframe allows analyzing the performance of the service without keeping information longer than necessary.

Complementarily, aggregated and non-identifiable usage data (such as query volume or types of questions) may be retained to analyze service performance and drive continuous improvement of the support portal.

If you do not agree with this data processing, you can choose at any time not to use the assistant and use the alternative customer service channels available.

6. Customer service alternatives

The use of this assistant is completely voluntary and does not substitute access to the usual support channels.

The AOC provides citizens and administration staff with other support channels without the use of artificial intelligence, such as the usual customer service and contact channels, so that each person can freely choose their preferred path.

7. Responsibility and continuous improvement

The service is subject to human supervision and is reviewed periodically to detect possible errors, inconsistencies, or deficiencies in the responses, with the aim of progressively improving its performance and reliability.

Despite this supervision, it should be kept in mind that:

• The assistant may, in some cases, offer incorrect, incomplete, or insufficiently tailored responses to specific situations.
• The information provided is for guidance purposes and does not substitute official documentation or personalized service from the corresponding channels.

The AOC is not responsible for any use made of the information provided by the assistant if it is not cross-checked with the official documentation or the designated customer service channels.