Sophie in Recife, Brazil

Stefanini Implements Virtual Assistant Sophie at Emprel, Computer Company in the City Hall of Recife (PE) – Brazil


The artificial intelligence solution reduces costs and increases efficiency for service desk and field service users

Stefanini announced that the company implemented its virtual assistant Sophie at Emprel, a computer company in the municipality of Recife (PE) in Brazil. With Sophie, Emprel can reduce costs and, at the same time, increase the level of quality and efficiency for the company’s service desk and field service users.

According to Alexandre Winetzki, president of Stefanini Woopi, the Sophie platform is able to interact with human users and systems. “Sophie is made up of a set of software, systems and processes that allows us to accelerate and improve the performance of systems that interact with the consumer or user, whether through voice or text,” explains Mr. Winetzki.

Emprel’s project began in September 2016, with the installation and configuration of software in homologation environments and, subsequently, in production. “We are now in the process of ‘teaching’ Sophie our service scripts and some specifications of the services in our catalog,” says Alexandre Herculano, relationship and customer service director at Emprel.

After this process is completed, Sophie will be available to internal users, with the purpose of improving the tool, and then it will be released to all users in the City Hall of Recife. “Our expectation is to generate a fast and pleasant experience for all users, reinforcing the concept of having a single point of service, but with multichannel access,” says Mr. Herculano. In two months, Stefanini Woopi expects Sophie to receive up to 20% of total calls from Emprel, which currently revolves around 2,200 monthly calls.

To work for Emprel, Stefanini won a bidding contract for services that includes all service desk and field service activities based on best market practices. Alexandre Herculano explains that the plan of action for “Emprel Atende”—the company’s central IT services—began in 2014. “We made an inventory of the almost 5,000 machines in the City Hall, structured the whole catalog of services, installed and configured the entire software suite, set up the physical spaces, recruited and trained specialists who work directly and indirectly with the project, and elaborated on the entire outreach campaign for the beginning of the operation,” says Mr. Herculano.

The “Emprel Atende” project began in February 2015 and since then, it has gradually increased the maturity of processes, the quality of services and user satisfaction. “Stefanini has helped shape this scenario, generating efficiency, cost reduction and better services for the city of Recife, which is our goal. All of this significantly improves Emprel’s image and has made us very satisfied with the level of services provided by Stefanini,” says Mr. Herculano.

The virtual assistant Sophie was launched in 2014. “To reach the level we are at today, it took seven years of dedication by a team of Brazilian scientists, programmers and designers,” explains Alexandre Winetzki from Stefanini. “We accept the challenge to constantly improve the service offered by Emprel, and we are striving to achieve it. The Sophie platform has already brought and will continue to bring more benefits to the company’s operations,” concludes Mr. Winetzki.