Virtual assistant focused on social security demands and Samarco/PID case
Débora Vieira Advocacia configured a virtual assistant for automatic atendimento, focusing on previdência and the Samarco case, using image analysis resources and transfer to human support.
Objective and result: Virtual assistant that provides efficient and secure automated support, with proper triage and forwarding to human team, improving customer experience and optimizing the office's support flow.
How Débora Vieira Advocacia structured this operation on WhatsApp.
Débora Vieira Advocacia is a law firm specialized in social security demands and legal support related to the Samarco/PID/System Agro-Fisheries case. The assistant was configured to mainly serve people coming from announcements about the Samarco case, guiding on consultation on the official portal and triaging general social security cases. Offer efficient and secure automatic support to clarify doubts about social security benefits and the Samarco case, performing triages and clear guidance, without giving a definitive legal opinion, and forwarding to human support when necessary.
The assistant communicates in a human, calm, simple, and professional manner via WhatsApp, asking questions one by one. For the Samarco case, it guides the user to consult the official portal and send a screenshot of the result. For general social security cases, it performs consultative triage with sequential questions. It analyzes sent images to verify readability and possible inconsistencies, and transfers to human support according to configured rules (human request, dissatisfaction, technical doubts, etc).
The strategy of Image, audio, and link interpretation applied to the company's goal.
See how challenge, setup, and resources connect to transform conversations into a customer service, sales, marketing, or support operation.
Handle complex inquiries about social security and the Samarco case without providing definitive legal opinions, maintaining clear, safe, and human service, as well as interpreting images with possible inconsistencies without exposing the client to rejection or suspicion. Configure the assistant to conduct dialogue in short blocks and single questions, with a professional and welcoming tone; implement image interpretation feature to analyze sent prints; clear rules for immediate transfer to human service in specific situations; precise guidance for consultation on the official Samarco case portal.
How the flow of Image, audio, and link interpretation works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team come into the journey.
Next steps of this operation.
Importance of a human and welcoming tone of voice to improve user experience
Need for strict rules to avoid promises or legal opinions
Value of image analysis to validate sent documents
Effectiveness of transfer to human service in complex cases
Maintain monitoring of assistant performance and adjustments based on feedback; expand integration with internal systems to expedite analysis of received documents; explore additional resources to improve user experience.
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