Seven channels in one service, with the entire conversation history in one place.
Project context
How Pernambuco's IT agency serves citizens with AURA, what the platform does day to day, and the evaluation it passed before going live.
One service, on any channel, with AI operating inside what the agency approved.
The Pernambuco State Information Technology Agency (ATI) serves citizens with AURA, Central IT's AI-powered omnichannel service platform. WhatsApp, Telegram, Instagram, Messenger, Teams, the website widget and voice all reach a single service, with the entire conversation history in one place.
The AI understands what the citizen is asking, even without an exact keyword, keeps context, and answers only within the knowledge base the agency approved; when needed, it hands the conversation to an agent with everything already said. Before going live, the platform went through a formal evaluation by ATI and was approved in all 320 test scenarios. And WhatsApp comes directly from Meta, with no intermediary in the chain.
About the operation
Who serves citizens, where they reach the service, and what sustains trust in the platform.
Agency
State Information Technology Agency (ATI), Government of Pernambuco
Channels in one service
WhatsApp, Telegram, Instagram, Messenger, Teams, website widget and voice
Proven quality
Approved in 320 of 320 test scenarios, across 28 requirements, before going live
What the platform does
- AI-powered virtual assistant and chatbot, alongside the fixed menu tree
- Recognizes intent, context, tone, slang and new expressions
- Queue, handoff to a human, unified history and access profiles
- Voice responses, polls, ticket integration and indicators
WhatsApp channel
- Central IT, a Meta Business Partner specializing in WhatsApp
- Verified by Meta as a technology provider
- Direct connection to Meta's Cloud API, with no third-party BSP
Results in numbers
0
Channels in one service
WhatsApp, Telegram, Instagram, Messenger, Teams, website and voice, with one shared history.
0
Scenarios approved
out of 320 tested by ATI before the platform went live.
0
Requirements proven
from the AI chatbot to voice responses, with the evaluator operating it.
Direct
WhatsApp from Meta
a connection to Meta's Cloud API, with no third-party BSP in the chain.
Strategic points
Challenges
Citizens look for government through whatever channel they already use: WhatsApp, Instagram, the website, the phone. When each channel is a separate service, the conversation restarts from zero at every switch, the queue doesn't talk to the history, and the agent doesn't know what's already been said. For an agency serving an entire state, that turns into rework and waiting.
And AI-powered service in the public sector has one extra requirement: the answer has to stay within what the agency approved, and the platform has to do, in operation, what the procurement called for — not just in a demo prepared by the vendor.
Solution
ATI serves citizens with AURA. Every channel reaches a single service, with the conversation history in one place, even when the citizen switches channels midway. The script is assembled in blocks by the business area, with no coding; IT only steps in when a step needs to talk to another system, like opening or checking on a ticket.
The AI understands the citizen's intent even without an exact keyword, tracks context across messages, reads tone and understands informal language. It answers only within the knowledge base the agency approved, with a configurable confidence threshold: below it, the conversation goes to an agent, who receives the summary and the suggested answer, with the sources visible.
On WhatsApp, the chain is short. Central IT is a Meta Business Partner, specializing in WhatsApp, and verified by Meta as a technology provider. The connection is direct to Meta's Cloud API: number quality, sending limits and throughput come straight from Meta to the console, with no third party in between charging per conversation.
Before going live, the platform went through a formal evaluation by ATI: 28 functional requirements broken down into 320 test scenarios, with the evaluator operating the tool. Approval on all 320, with the result logged in report F35–F62.
Measurable delivery
Results in operation
What citizen service gained with AURA in operation, and what sustains trust in the platform.
Results
AI that understands intent, context, tone, slang and new expressions, and answers within the knowledge base the agency approved.
Handoff to an agent with the full conversation, so the citizen never repeats what was already said.
Voice service and responses in the same flow as the text channels.
Integration with tickets, polls, access profiles and service indicators.
WhatsApp connected directly to Meta's Cloud API, with no third-party BSP in the chain.
Approval in 320 of 320 scenarios before going live, logged in report F35–F62.
Impact
For citizens, service stops depending on the channel: they write the way they speak, through the app they already use, and don't have to restart the conversation when handed to a person. For ATI, the platform serving the state is the same one that was approved item by item before going live, with a formal methodology and a documented trail — quality that doesn't depend on the vendor's word.
The platform serving citizens today is the same one that was approved item by item before going live. It's not a slide: it's proof.
Talk to a Central IT specialist
See how AURA serves citizens on every channel, with AI that answers only within the approved knowledge base and WhatsApp direct from Meta. Our team helps design the path, from diagnosis to operation.