{"id":505910,"date":"2024-07-05T15:23:47","date_gmt":"2024-07-05T13:23:47","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/ctt-pioneirismo-na-excelencia-no-atendimento-ao-cliente-com-a-helena-generative-ai-chatbot\/"},"modified":"2025-02-11T13:14:46","modified_gmt":"2025-02-11T12:14:46","slug":"ctt-pioneirismo-na-excelencia-no-atendimento-ao-cliente-com-a-helena-generative-ai-chatbot","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/pt\/success-story\/ctt-pioneirismo-na-excelencia-no-atendimento-ao-cliente-com-a-helena-generative-ai-chatbot\/","title":{"rendered":"CTT: Pioneirismo na Excel\u00eancia no Atendimento ao Cliente com a \u201cHelena\u201d"},"content":{"rendered":"\n<iframe loading=\"lazy\" width=\"500\" height=\"500\" src=\"https:\/\/www.youtube.com\/embed\/fgR2HJZHDxk?si=zt1_DnJMXChnymqN\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n\n\n\n\t<div class=\"align wp-block-acf-snapshot\">\n\n\t\n\t<h3 class=\"wp-block-heading\">The Snaphot<\/h3><div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8d39b2df wp-block-columns-is-layout-flex\"><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"number\"><span>1<\/span><\/div><p>O chatbot existente era limitado fornecendo respostas gen\u00e9ricas, e o call center estava sobrecarregado<\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"number\"><span>2<\/span><\/div><p>Utiliza\u00e7\u00e3o de IA generativa para construir um novo chatbot, o primeiro chatbot transacional com Gen AI na Europa<\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"number\"><span>3<\/span><\/div><p>Aumento da satisfa\u00e7\u00e3o do cliente, com uma plataforma mais din\u00e2mica, transacional e de self-service<\/p><\/div><\/div><\/div>\n\t\n\t<\/div>\n\n\n\n\n<h2 class=\"wp-block-heading\">O desafio<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Os CTT \u2013 Correios de Portugal, S.A. s\u00e3o uma empresa orientada para o cliente, com uma oferta segmentada para empresas e particulares, com solu\u00e7\u00f5es que come\u00e7am no envio de correio e expresso (encomendas), que passam pelas melhores ofertas de poupan\u00e7as e por um portef\u00f3lio alargado de produtos e servi\u00e7os empresariais, nomeadamente solu\u00e7\u00f5es de e-commerce, log\u00edstica, publicidade, digitaliza\u00e7\u00e3o e outsourcing de processos.&nbsp;Contam com uma hist\u00f3ria \u00fanica de dedica\u00e7\u00e3o, empenho e profissionalismo, que h\u00e1 v\u00e1rios s\u00e9culos aproxima os portugueses e o mundo. A empresa foi&nbsp; fundada em 1520 por D. Manuel I de Portugal, sendo a empresa mais antiga ainda em atividade em Portugal.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os CTT enfrentaram um desafio cr\u00edtico, numa era que exige um atendimento r\u00e1pido e preciso ao cliente: modernizar os seus canais de suporte para melhorar a efici\u00eancia e a qualidade das intera\u00e7\u00f5es com os clientes. Os chatbots existentes, baseados em menu, eram limitados e exigiam muita manuten\u00e7\u00e3o, n\u00e3o sendo poss\u00edvel atender \u00e0s crescentes necessidades dos consumidores. Esta dificuldade foi agravada por um aumento no volume de chamadas no seu centro de atendimento ao cliente &#8211; AVC, com muitas chamadas relativas a d\u00favidas que poderiam ser facilmente resolvidas digitalmente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">O sistema de chatbot existente era limitado, fornecendo apenas respostas gen\u00e9ricas que n\u00e3o resolviam, efetivamente, as d\u00favidas dos clientes, levando \u00e0 insatisfa\u00e7\u00e3o e a um call center sobrecarregado.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Face ao contexto, os CTT determinaram os seguintes objetivos: reduzir a carga do call center, direcionando os pedidos de rotina para plataformas digitais mais avan\u00e7adas, e aumentar a rapidez e precis\u00e3o das respostas aos clientes. Para tal, almejava-se transformar o atendimento via chatbot atrav\u00e9s de uma nova plataforma, mais din\u00e2mica, transacional e de autoatendimento, melhorando assim a experi\u00eancia do cliente e a efici\u00eancia operacional.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201c<em>Um tipo particular de contacto que se destaca nos CTT \u00e9 a localiza\u00e7\u00e3o do objeto. Saber a localiza\u00e7\u00e3o do artigo, quando ser\u00e1 entregue, etc., representa 50% das intera\u00e7\u00f5es com os CTT. Definimos um requisito para a Devoteam que inclu\u00eda um caso de uso transacional. O nosso objetivo \u00e9 que o nosso chatbot recupere informa\u00e7\u00f5es do nosso sistema por meio de APIs e, em seguida, use essas informa\u00e7\u00f5es para preencher a sua resposta. E isso colocava mais uma dificuldade, que era in\u00e9dita na altura.<\/em>\u201d- Diogo Freitas de Oliveira, Diretor de Transforma\u00e7\u00e3o dos CTT.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">A solu\u00e7\u00e3o<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A Devoteam revolucionou a abordagem dos CTT no apoio ao cliente ao desenvolver a \u201cHelena\u201d, um chatbot avan\u00e7ado que utiliza Generative AI, a partir da tecnologia do Microsoft Azure Open AI Services.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Projetada para simular intera\u00e7\u00f5es humanas, a \u201cHelena\u201d tira partido de IA avan\u00e7ada para participar em conversas em linguagem natural, proporcionando uma experi\u00eancia perfeita e eficiente ao cliente. Essa implementa\u00e7\u00e3o estrat\u00e9gica garantiu consist\u00eancia no apoio ao cliente e introduziu a capacidade dos clientes de executar tarefas de autoatendimento sem esfor\u00e7o.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A \u201cHelena\u201d foi criada para sintetizar dados de diversas fontes por meio de APIs, oferecendo respostas conversacionais personalizadas. Esta integra\u00e7\u00e3o permite um sistema de resposta robusto com base no website e em dados internos dos CTT, garantindo precis\u00e3o e personaliza\u00e7\u00e3o em cada intera\u00e7\u00e3o. Foi tido especial cuidado em alinhar o estilo de comunica\u00e7\u00e3o da \u201cHelena\u201d com os padr\u00f5es dos CTT, incorporando o car\u00e1ter amig\u00e1vel e informativo do atendimento humano dos CTT, mantendo assim o compromisso da empresa com a excel\u00eancia no relacionamento com o cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201c<em>A \u201cHelena\u201d tem um tom de voz CTT e esse foi o grande trabalho que tivemos ao longo do projeto e onde se concentrou o maior esfor\u00e7o da equipa dos CTT e da Devoteam. Alter\u00e1mos todos os componentes da engenharia do prompt, garantindo n\u00e3o s\u00f3 a corre\u00e7\u00e3o do conte\u00fado da resposta, mas que o tom de voz estivesse alinhado com o tom dos CTT. Provavelmente 70% do esfor\u00e7o do projeto foi garantir que esse tom estivesse correto.<\/em>\u201d \u2013 Carlos Machado Silva, Head of Corporate Transformation &amp; Intelligent Process Automation dos CTT.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Principais resultados e benef\u00edcios para o cliente<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A implementa\u00e7\u00e3o da \u201cHelena\u201d, feita pela equipa de Data-driven da Devoteam, melhorou significativamente o apoio ao cliente dos CTT, marcando um avan\u00e7o fundamental nas suas capacidades de servi\u00e7o.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201c<em>N\u00e3o distribu\u00edmos embalagens, objetos ou encomendas; distribu\u00edmos emo\u00e7\u00f5es e, como tal, o cliente est\u00e1 muito \u00e1vido de informa\u00e7\u00e3o e interage muito connosco para saber quase que instantaneamente onde est\u00e1 a sua encomenda. Sentimos a necessidade de fazer esta atualiza\u00e7\u00e3o.<\/em>\u201d \u2013 Cl\u00e1udia Serra, Diretora de Apoio ao Cliente e Voz dos CTT.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Esta transforma\u00e7\u00e3o \u00e9 quantitativamente evidente no salto do Net Promoter Score (NPS) dos CTT de 40 pontos, reflexo direto do impacto positivo do chatbot na satisfa\u00e7\u00e3o do cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Principais conquistas:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Melhoria no apoio ao cliente<\/strong>: as conversas orientadas por IA da \u201cHelena\u201d personalizaram e simplificaram as intera\u00e7\u00f5es com os clientes, tornando o servi\u00e7o mais eficiente.<\/li>\n\n\n\n<li><strong>Efici\u00eancia operacional<\/strong>: O chatbot reduziu a depend\u00eancia do call center ao lidar com um amplo espectro de consultas de forma mais eficiente, reduzindo assim os custos operacionais.<\/li>\n\n\n\n<li><strong>Maior satisfa\u00e7\u00e3o do cliente<\/strong>: O aumento substancial no NPS destaca o aprimoramento bem-sucedido das experi\u00eancias do cliente, e valida a abordagem estrat\u00e9gica deste projeto.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Resultados transformadores: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Redu\u00e7\u00e3o do volume do call center<\/strong>: a \u201cHelena\u201d diminuiu significativamente o tr\u00e1fego do call center, fornecendo respostas r\u00e1pidas e precisas a consultas comuns.<\/li>\n\n\n\n<li><strong>Entrega \u00e1gil de informa\u00e7\u00f5es<\/strong>: A integra\u00e7\u00e3o com m\u00faltiplas fontes de dados garante que a \u201cHelena\u201d ofere\u00e7a informa\u00e7\u00f5es atualizadas e precisas, melhorando a qualidade do servi\u00e7o.<\/li>\n<\/ul>\n\n\n\n\t<div class=\"align wp-block-acf-icons-half-circle\">\n\n\t\n\t<h3 class=\"wp-block-heading\">The Better Change<\/h3><div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8d39b2df wp-block-columns-is-layout-flex\"><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"picto\"><i class=\"fal fa-medal fa-3x\" aria-hidden=\"true\"><\/i><\/div><p>Um aumento de 40 pontos no Net Promoter Score (NPS)<\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"picto\"><i class=\"fal fa-analytics fa-3x\" aria-hidden=\"true\"><\/i><\/div><p>Um aumento de 60% nas intera\u00e7\u00f5es por dia<\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"picto\"><i class=\"fal fa-user-robot fa-3x\" aria-hidden=\"true\"><\/i><\/div><p>+281 mil respostas em apenas 3 meses<\/p><\/div><\/div><\/div>\n\t\n\t<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>O desafio Os CTT \u2013 Correios de Portugal, S.A. s\u00e3o uma empresa orientada para o cliente, com uma oferta segmentada para empresas e particulares, com solu\u00e7\u00f5es que come\u00e7am no envio de correio e expresso (encomendas), que passam pelas melhores ofertas de poupan\u00e7as e por um portef\u00f3lio alargado de produtos e servi\u00e7os empresariais, nomeadamente solu\u00e7\u00f5es de [&hellip;]<\/p>\n","protected":false},"featured_media":419482,"template":"","categories":[4561],"tags":[212],"industry":[],"class_list":["post-505910","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-data-2","tag-data"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t<figure class=\"wp-block-post-featured-image\"><a href=\"https:\/\/devoteam.info\/pt\/success-story\/ctt-pioneirismo-na-excelencia-no-atendimento-ao-cliente-com-a-helena-generative-ai-chatbot\/\" target=\"_self\" ><img width=\"1440\" height=\"650\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/448738333_993073698896715_8010957919226382763_n.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"CTT: Pioneirismo na Excel\u00eancia no Atendimento ao Cliente com a \u201cHelena\u201d\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/448738333_993073698896715_8010957919226382763_n.jpg 1440w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/448738333_993073698896715_8010957919226382763_n-300x135.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/448738333_993073698896715_8010957919226382763_n-1024x462.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/448738333_993073698896715_8010957919226382763_n-768x347.jpg 768w\" sizes=\"auto, (max-width: 1440px) 100vw, 1440px\" \/><\/a><\/figure>\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Success story<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/pt\/success-story\/ctt-pioneirismo-na-excelencia-no-atendimento-ao-cliente-com-a-helena-generative-ai-chatbot\/\" target=\"_self\" >CTT: Pioneirismo na Excel\u00eancia no Atendimento ao Cliente com a \u201cHelena\u201d<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>CTT: Pioneirismo na Excel\u00eancia no Atendimento ao Cliente com a \u201cHelena\u201d | Devoteam<\/title>\n<meta name=\"description\" content=\"A 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