TIVIT, a Brazilian multinational that connects technology for a better world, developed and implemented a virtual assistant based on generative artificial intelligence for CI&T, one of the largest service companies in the country. The solution reduced the need for human intervention in employee support by 77%, providing greater agility, efficiency, and a direct impact on user satisfaction.
The project was developed with TIVIT’s proprietary AI platform, Athena, which operates with Azure OpenAI technology and runs on Microsoft’s Azure cloud. According to Daniel Calero, TIVIT’s Director of Digital, Data, and AI, the choice for Microsoft’s infrastructure was due to its advanced machine learning capabilities and the flexibility of the solution. ‘Athena was designed to replace the previous assistant, and the full development took just three months,’ highlights the executive.
Secure and precise, the platform operates with internal databases and sources authorized by the company, ensuring reliability in responses. Athena has two versions: one focused on internal productivity, with an emphasis on employee support, and another aimed at customer experience in virtual corporate environments.
In the first 30 days of operation, the solution processed 1,770 documents and managed 13,162 interactions, directly benefiting the company’s over 6,000 employees. ‘Athena was built to scale. It maintains the quality of responses even as the volume of interactions increases,’ says Calero.
The solution also includes important integrations with corporate tools such as Google Chat, Jira (for ticket creation), and XCally (for human handover), ensuring a continuous, efficient, and adaptable support flow tailored to operational needs.
The implementation of Athena followed well-defined steps, which included designing the ideal support flow, configuring the environment, registering users and groups, visual customization with the client’s identity, integration with legacy systems, and making the platform available in Portuguese, English, and Spanish.
Additionally, TIVIT is already working on evolving the solution, with the development of a voice interface, specifically aimed at enhancing accessibility for visually impaired individuals—making the tool even more inclusive.
‘The implementation of Athena not only brought technological innovation but also significantly increased operational efficiency and employee satisfaction. We created a smoother and more personalized experience, proving the power of generative AI in transforming corporate environments,’ concludes Calero.
With this case, TIVIT reinforces its leadership in solutions based on generative artificial intelligence and cloud computing, delivering robust platforms that generate real value and direct impact on its clients’ businesses.
