Brazil's Caixa implements virtual assistant for helpdesk
Brazil's state-run federal savings bank Caixa Econômica Federal is implementing an artificial intelligence-based chatbot for the use of its employees and service providers.
Named "Aixa", the chatbot was developed by Brazilian IT firm Stefanini and is being deployed gradually. It is expected to be used by some 150,000 professionals for self-service helpdesk support.
Stefanini has provided services to Caixa since 2008. The value of this contract was not disclosed.
According to Marco Stefanini, Stefanini's CEO, the project is the largest cognitive computing case for his company in Brazil and one of the largest under implementation in the country, due to its complexity and the integration requirements.
"Aixa will redefine how Caixa's IT interacts with its users. The tool is able to learn exponentially over time from all available internal IT data," said Caixa's chief technology officer Naran Peçanha said in a statement issued by Stefanini.
Stefanini and Caixa expect that Aixa will soon be capable of delivering 10 times more support than it does at present.
SOPHIE
Last year, Stefanini developed a cognitive virtual assistant called Sophie in partnership with US firm CA Technologies.
"Sophie is an evolution of the Parli platform, first launched in 2014 and which became a dedicated tool for Stefanini's global operations," Alexandre Winetzki, head of operations for Woopi, the Stefanini R&D arm responsible for the solution, said at the time.
According to Stefanini, Sophie now responds in 40 languages and has been implemented by government, insurers, retailers and industrial companies.
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