Cloud-based self-service platform using open communication protocol and adhering to new personal data protection regulations

• Grant number: 18/15378-2
• Support Opportunities: Research Grants - Innovative Research in Small Business - PIPE
• Start date: January 01, 2021
• End date: September 30, 2021
• Field of knowledge: Physical Sciences and Mathematics - Computer Science - Computer Systems
• Principal Investigator: Aguinaldo Pereira da Silva
• Grantee: Aguinaldo Pereira da Silva
• Company: Result Negócios em Desenvolvimento Tecnológico, Contact Center Cobrança Digital, Marketing e Consultoria
• CNAE: Consultoria em tecnologia da informação ; Atividades de teleatendimento ; Atividades de cobrança e informações cadastrais
• Associated scholarship(s): 20/13987-1 - Cloud-based self-service platform using open communication protocol and adhering to new personal data protection regulations, BP.TT; 20/14348-2 - Cloud-based self-service platform using open communication protocol and adhering to new personal data protection regulations, BP.TT

Abstract

This research aims to build the specification of an Open Communication Protocol (PAC) that will support the exchange of messages about customers and their specific financial data among stakeholders in the provision and taking of credit and collection services, using cognitive technologies and artificial intelligence. Stakeholders include service-taking companies that want to outsource their customer service and billing operations; companies offering cognitive and artificial intelligence services; and finally the integrators, whose focus is to offer a solution that adheres to the processes of the service-taking companies. Customer service and credit collection in Brazil are gradually becoming automated (RICCI; RACHID, 2013), as companies seek to make their procedures more efficient and effective, and to avoid consumer legal infractions (RACHID; RICCI; SALTORATO, 2017), such as those provided for in Ordinance No. 2014/2008 of the Ministry of Justice, which establishes the maximum time for direct contact with the attendant and the opening hours of the Customer Service (SAC). There is a great demand for companies in the most varied segments for such services (CARVALHO; GUAZZELLI; GASPAR, 2018), and there is no offer in the market that integrates all available communication platforms with them, in an efficient, direct, transparent, from a standard interaction procedure. Result acts as an integrator, offering a self-service platform that interfaces between borrowing companies and cognitive service providers, and provides, for example, billing services, appointment scheduling, purchase of services, among others. However, the lack of a communication standard means that each customer has a specific and personalized implementation, which prevents, for example, the change of suppliers without rewriting the implementation. Another important aspect is that it is necessary for this new protocol to be in compliance with the requirements of the relevant legislation in force, especially Law No. 13.709, of August 14, 2018, which deals with the General Law on Personal Data Protection, also known as as LGPD, since in the processing of personal registration information and its storage, privacy, security and transparency standards are required. Thus, this research will be exploratory and descriptive, with a qualitative approach, based on the analysis of a bibliographic and documentary research, based on, among others, technical specifications of protocols for the exchange of messages, encryption mechanisms, communication techniques. artificial intelligence and current mandatory legislation (DALFOVO; LANA; SILVEIRA, 2008) (GERHARDT; SILVEIRA, 2009). The proposed project integrates a set of services that is more complete than the product set of services of any of the competitors. In addition, it intends to incorporate security, transparency in communication models and information storage, as well as compliance with data protection regulations. Therefore, it is a business opportunity that aims to create a pattern of communication and message exchange among the various actors, which will allow greater competition and increased supply as new suppliers adhere to this new protocol. Result, in turn, expects to gain a competitive advantage by already knowing the market and knowing how to align the benefits of technology with customer interests. (AU)