target users for the architecture
Success story · Intervan · Gestionar Municipios
Intervan adds Copilot to Gestionar Municipios
Develo worked with Intervan to add Copilot to Gestionar Municipios. The assistant answers users’ questions using the knowledge base and routes tickets to the help desk when human intervention is needed.
The experience inside the system
A question answered in the context of the task
Copilot assists Gestionar Municipios users without taking them away from their work: it answers from the knowledge base, recognizes the module and provides step-by-step guidance.
- Users ask questions in their own words while they work.
- Copilot uses the knowledge base to tailor its guidance to the module.
- When a question needs human intervention, Copilot routes a ticket to the help desk.
estimated reduction in support time
of inquiries automated
proposed availability
CompanyIntervan
Technology partnerDevelo
ProductGestionar Municipios
What changed
An automated, connected and manageable help desk
Help in the module where users work
Copilot recognizes the Gestionar Municipios module a person is using and guides them with information from the knowledge base. When human support is needed, it routes a ticket to the help desk.
A back office to manage the service
The team can review conversations, step in when needed, and manage users, roles, rules, metrics and reports. The knowledge base supports documents and transcribed videos, with automatic reindexing.
The multitenant architecture separates each organization’s context, rules and documentation. Actions connected through MCP include confirmation and traceability.
How it works
Knowledge, operations and integration in one workflow
Dynamic knowledge base
Documents and transcribed videos, with automatic knowledge reindexing.
Connected channels
WhatsApp Business, human supervision, notifications and escalation.
Governed actions
MCP tools connected to Intervan APIs, with confirmation and traceability.
The solution runs on AWS infrastructure prepared to scale horizontally. It also includes optional integration with osTicket. From the back office, Intervan can manage knowledge, review service quality and control the operation.