Virtual assistant focused on social security claims and the Samarco/PID case: the Débora Vieira Advocacia case
Débora Vieira Advocacia has configured a virtual assistant for automated support, focusing on social security and the Samarco case, using image analysis capabilities and escalation to human agents.
Purpose and outcome: Virtual assistant that provides efficient and secure automated support, with proper triage and escalation to a human team, improving the customer experience and optimizing the office support workflow.
How Débora Vieira Advocacia structured this operation on WhatsApp.
Débora Vieira Advocacia is a law firm specialized in social security claims and legal assistance related to the Samarco/PID/Sistema Agro-Pesca case. The assistant has been configured to serve primarily people coming from advertisements about the Samarco case, guiding them on how to consult the official portal and screening general social security cases. Provide efficient and secure automated support to clarify doubts about social security benefits and the Samarco case, perform clear triage and guidance without issuing a definitive legal opinion, and refer to human assistance when necessary.
The assistant communicates in a human, calm, simple, and professional manner via WhatsApp, asking questions one at a time. For the Samarco case, it instructs the user to consult the official portal and send a screenshot of the result. For general social security cases, it conducts a consultative triage with sequential questions. It analyzes images sent to check legibility and possible inconsistencies, and transfers to human support according to configured rules (human request, dissatisfaction, technical doubts, etc).
The strategy of Multimodal AI applied to the company's objective.
See how challenge, setup, and features connect to transform conversations into a customer service, sales, marketing, or support operation.
Address complex questions about social security and the Samarco case without providing a definitive legal opinion, keeping the assistance clear, secure and humane, and interpret images with possible inconsistencies without exposing the client to rejection or distrust. Configure the assistant to conduct the dialogue in short blocks and single questions, with a professional and supportive tone; implement the image interpretation feature to analyze submitted screenshots; establish clear rules for immediate transfer to human support in specific situations; and provide precise guidance for consulting the official Samarco case portal.
How the flow of Multimodal AI works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team fit into the journey.
Next steps for this operation.
The importance of a warm, human tone of voice for improving user experience
Need for strict rules to avoid legal promises or opinions
Image analysis value to validate uploaded documents
Effectiveness of escalation to human support in complex cases
Maintain monitoring of assistant performance and make adjustments based on feedback; expand integration with internal systems to streamline analysis of received documents; explore additional features to improve the user experience.
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