Prioritizing agility and efficiency for its employees and service providers, Caixa Econômica Federal, in partnership with Stefanini, is implementing an artificial intelligence cognitive platform named Aixa –CAIXA Virtual Assistant.
With the tool, more than 150 thousand users will benefit through CAIXA's internal self-service portal or Skype for Business, solving internal issues, queries and hundreds of other transactions.
Stefanini's AI solution is capable of interacting with human users and systems through a growing set of text interfaces. The interactions flow with 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, all in an integrated and intuitive way.
The biggest cognitive customer service project realized in Brazil yet
Considering its high level of complexity and integration this project can be considered the biggest cognitive customer service project by Stefanini in Brazil,. The customer service process was digitally transformed. Additionally, there were natural concerns with data security and the content needed to support the varies types of user credentials.
To guarantee customer service efficiency, Stefanini deepened the complexity of the processes, automating Caixa’s communication interfaces and customer service models.
"Automated service with Artificial Intelligence is not just another trend, but a reality in many 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," said Naran Peçanha, CAIXA’s Director of Technology.
“The CAIXA project was the largest model worked on in the last four years, with a very positive result. It is not only about technology in itself, which continues to evolve, but the creation of a very mature process of evaluation, planning, delivery and support, which allows us to go from a kick-off meeting to the final product in few months, with a compact team, controlled costs and absolutely satisfactory results in user experience and ROI” said Alexandre Winetzki, Stefanini’s R&D Director.
Since 2008, Stefanini has provided software factory services and support for Caixa. In 2016, Stefanini expanded its partnership with the bank, providing IT service desk solutions and now applying Aixa solutions. It is estimated that the cognitive intelligence solution will grow at least ten times in both volume and flow as it evolves with the cognitive care needs of the bank.
Recently, Stefanini introduced Sophie 2.2, which supports 40 languages and is actively supporting multiple industries including manufacturing, 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 service desk, as well as to most major IT service management (ITSM) and customer relationship management systems.
Caixa Econômica Federal is the biggest public bank in Latin America, focused on large commercial operations.
The bank registered a profit of R6.3 billion reais ($1.7B) in the third quarter of 2017, which represents an increase of 117% compared to the same period in 2016.