Stefanini Drives Artificial Intelligence Project in One of the Largest Banks in Brazil

More than 150,000 users will benefit from resolving internal issues, queries and hundreds of other transactions at Caixa Economica Federal.

| Source: Stefanini

SOUTHFIELD, Mich., Feb. 01, 2018 (GLOBE NEWSWIRE) -- Stefanini—a $1B global IT provider and one of the most reputable global providers of technology-based business solutions—has partnered with Caixa Econômica Federal to develop a cognitive platform to offer its employees and service providers more agility and efficiency through Aixa, an artificial intelligence tool. More than 150,000 users will benefit from Caixa's internal self-service portal or Skype for Business, solving internal issues, queries and hundreds of other transactions.

The tool is able to interact with human users and systems through a growing set of text interfaces. The interactions follow flows of simple and natural conversations, creating a dynamic way of searching for information in the Caixa systems, in addition to facilitating the opening of service tickets (inquiries and service inquiries)--all in an integrated and intuitive way. In the bank, the platform was named Aixa - Caixa Virtual Assistant.

According to Caixa's director of technology, Naran Peçanha, "The automated attendance with artificial intelligence is not just another trend but a reality for several companies. Aixa will redefine how Caixa's IT relates to its users, having the ability to learn exponentially over time from all available internal IT data. With Aixa, we became part of the select group that uses this technology to improve the user experience."

Alexandre Winetzki, Director of Research & Development at Stefanini, explains that this can be considered the largest cognitive project ever undertaken in Brazil due to the high level of complexity and integration. "We reviewed the processes of the technology services, which are very consolidated in the knowledge of the service teams. In addition, there were natural concerns with data security and with the most varied types of usage credentials and distinct content for each. To ensure even more efficient service, we are deepening the complexity of the processes to be automated to continuously improve Caixa's communication interfaces and service models," emphasizes Winetzki.

Cognitive Intelligence for Caixa

The cognitive intelligence platform, Sophie, which is in its version 2.2, is composed of a set of software, systems and processes that help improve companies’ system performances by interacting with the consumer or user through text and voice.

The most recent project involving Sophie was just implemented through Caixa Econômica Federal, whose virtual assistant was named Aixa. More than 150 thousand employees and service providers will benefit and can open tickets, have consultations and hundreds of other transactions through Caixa’s self-service portal or Skype for Business. With Stefanini’s solution, the interactions follow flows of conversation that are simpler and more natural, searching for information in a dynamic way in Caixa’s systems, as well as facilitating the opening of service tickets (ITSM).

“With the high level of complexity and integration, we can consider this the biggest cognitive service project ever held in Brazil,” says Alexandre Winetzki, Stefanini’s R&D director.

According to the executive, no system in Brazil has reached such a high level of contextual understanding and assertiveness. The Sophie 2.2 platform has new features:

Sophie 2.2 features:

  • Platform responds in 40 languages, with no need for additional configuration
  • New integration backplane
  • Dashboards, control systems and service maintenance
  • Search in knowledgebases external to the platform, with ranking based on semantic search
  • Improvement in cognitive nucleus with implementation of genetic algorithms and common knowledge networks (unique technical approaches)

Platform’s Potential

  • Automation average of 31 percent of client processes that already implement the solution
  • User satisfaction index, measured in real time, continuously above 85 percent
  • More than 2,500 processes mapped
  • Services in areas as distinct as banks, insurance companies, telecom, industry and health
  • Sophie will process more than 1.2 million service tickets by the end of 2017, up from 80 thousand processed in 2016

Since 2008, Stefanini has provided software factory services and support for Caixa. Since 2016, Stefanini has worked in the IT service desk for the bank and is evaluating extensions to Aixa. It is estimated that the cognitive intelligence tool will grow at least ten times in both the attendance volume and the flow. The goal is to add and evolve the processes of cognitive care to the bank system.

Stefanini's R&D director says that the Caixa project was the largest model worked in the last four years, with a very positive balance. "It's not just the technology itself that continues to evolve but also the creation of a very mature process of evaluating, planning, delivering, and providing support that allows us to move from kickoff to final product in a few months—with a compact team, costs under control and absolutely satisfactory results in user experience and return on investment," says the executive.

Recently, Stefanini introduced the new version Sophie 2.2, which has been implemented in 40 languages ​​and has already been put into effect in various segments such as industry, retail, insurance and government. The platform can be added to all of Stefanini's offerings in information technology outsourcing (ITO), business process outsourcing (BPO) and call center, as well as to most major IT service management (ITSM) and customer relationship management systems available in the market.

About Stefanini
Stefanini ( is a Brazilian multinational with 30 years of experience in the market, investing in a complete innovation ecosystem to meet the main verticals and assist customers in the process of digital transformation. With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation.

Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO).

With a presence in 40 countries, Stefanini was nominated for the third consecutive year as the fifth most internationalized transnational company, according to the Dom Cabral Foundation ranking of 2017.

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