Andalusian Minister of Education, María del Carmen Castillo, visits the CAUCE operated by Ayesa

The User Support Center for the Educational Community handled over 500,000 inquiries during the last academic year.

Ayesa’s implementation of Generative AI enhances operator responses and, through historical data analysis, anticipates staffing needs.

The Minister of Educational Development and Vocational Training of the Regional Government of Andalusia, María del Carmen Castillo, has visited the User Support Center for the Educational Community (CAUCE), which is operated by Ayesa. During the visit, she was able to witness firsthand the center’s operations, which in the last academic year recorded over half a million interactions with teachers, students, and families, addressing and resolving their queries.

Located in Camas (Seville), CAUCE handled a total of 501,492 inquiries. Of these, 355,661 were received via telephone, 51,822 by email, 56,161 through the website’s contact form, and 37,848 via live chat.

Accompanied on her visit by Germán del Real, managing director of Ayesa, Minister Castillo highlighted the high levels of user satisfaction with CAUCE —particularly given the increasing diversity and complexity of inquiries— “successfully avoiding, in many cases, the need for users to travel to educational centers or regional offices to carry out administrative procedures, with very high satisfaction rates: 84% of users would recommend the service.”

The Minister also emphasized that CAUCE serves as the first point of detection for widespread issues and incidents, enabling the system to raise early alerts and respond proactively. Currently, 76% of requests are resolved within 24 hours by the center’s staff of around 100 professionals.

The visit also showcased how Ayesa’s application of generative artificial intelligence supports service operators by enhancing response quality. By leveraging historical data, the system can anticipate reinforcement needs and optimize overall productivity.

With an annual budget of €3.2 million, CAUCE supports educational centers and teaching staff through CAU Séneca—a platform developed by Ayesa to provide technical support to users of the Séneca application, resolving inquiries and technical issues. It also offers remote support to teachers for tasks such as obtaining draft income tax returns and IRPF certificates, as well as assistance with PASEN and the mobile applications iPasen and iSéneca.

In addition, the CAU ICT Infrastructure unit receives, processes, and escalates, when necessary, incidents and inquiries related to the Moodle educational platform, hardware and software used in ICT centers, and all aspects of school telecommunications, including internet, landline, and mobile services.

Through the Functional Support Service for Users, CAUCE also manages inquiries and information requests related to the Ministry’s information systems—such as enrollment procedures, the Institute for the Accreditation of Professional Competences (IACP), scholarship support from the Ministry, and technical support for all grants awarded by the Andalusian government.

Moreover, the center provides remote support for all procedures available through the Virtual Secretariat of educational centers, and resolves access-related inquiries and issues with the Moodle Educational Platforms.

The Teacher Support Service provides assistance and remote technical support for all processes involving teachers, including competitive exams, transfer contests, staffing assignments, service commissions, job pools, the Interim Forecast System (SIPRI), the Teacher Portal, and the DIPA card. Additionally, since September 2020, CAUCE has managed the switchboard service for the Ministry’s Central Services, providing general information and facilitating contact with personnel.

One of CAUCE’s greatest strengths is its integrated information system, which centralizes and manages the registration and tracking of all service requests. It is also interconnected with the Ministry’s information systems (such as Séneca, SIRhUSE, Scholarships, among others) to automate monitoring processes.