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Empresa de Informática do Recife adota inteligência artificial para atendimento ao usuário

A Stefanini Woopi, braço de Pesquisa e Desenvolvimento da Stefanini, implementou a sua plataforma de inteligência artificial Sophie na operação da Emprel, Empresa Municipal de Informática da Prefeitura de Recife (PE), que conseguiu reduzir custos e, ao mesmo tempo, aumentar o nível de qualidade e eficiência no atendimento aos usuários do service desk e field service da instituição.

Sophie, atendente virtual

O projeto teve início em setembro de 2016, com a instalação e configuração do software em ambiente de homologação e, posteriormente, no de produção. “Agora estamos na fase de ‘ensinar’ a Sophie nossos scripts de atendimento e as particularidades dos serviços do nosso catálogo”, comenta Alexandre Herculano, diretor de relacionamento e atendimento ao cliente da Emprel.

Após este processo, Sophie será disponibilizada para os usuários internos, com o objetivo de aprimorar a ferramente, e depois será liberada para todos os usuários da Prefeitura de Recife.

Em dois meses, a Stefanini Woopi espera que Sophie passe a atender até 20% do total de chamadas da Emprel, que hoje gira em torno de 2.200 chamados mensais. A assistente virtual Sophie é uma evolução da plataforma Parli, que foi lançada em 2014.

Fonte: TI Inside

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