Self-service customer care platform for mobile phones

• Grant number: 15/50584-4
• Support Opportunities: Research Grants - Innovative Research in Small Business - PIPE
• Start date: October 01, 2017
• End date: March 31, 2020
• Field of knowledge: Physical Sciences and Mathematics - Computer Science
• Agreement: FINEP - PIPE/PAPPE Grant
• Principal Investigator: Alexandre Moron Bernardoni
• Grantee: Alexandre Moron Bernardoni
• Company: Direct Talk Comércio e Tecnologia S/A
• City: São Paulo

Abstract

In the last 18 month, we developed a technology for customer care automation, based con natural language understanding and interpretation. This technology is been used by 20 customers and achieving excellent results. The product solves about 50% of the customer care contacts automatically, without human interaction. Our goal is to complement this product and enable it to gain scale and reach hundreds of companies in Brazil and abroad. The main deliverable of this project is the integration of this technology with mobile apps, so companies can provide a complete and intelligent customer care area inside the apps, with very strong self-service capabilities. This project aims also to include some features essential to scale the offering, such as internationalization and features to reduce the cost of distributing the product. (AU)