35% reduction in average service time.
Project context
Overview of the initiative: institutional context and organization profile before the numbers and challenges of the project.
Conversational AI for millions of citizens.
The Ministry of Development and Social Assistance, Family and Fight Against Hunger (MDS) needed to manage millions of daily interactions with citizens across multiple programs and service channels.
In partnership with Central IT, the ministry deployed CITSmart Aura, an AI-powered conversational platform that understands, resolves and includes, with real accessibility and at national scale.
About MDS
Institutional data aligned with the scope of the implemented solution.
Location
Ministry of Development and Social Assistance, Brasília, DF, Brazil
Segment
Federal public administration and social assistance
Strategic priorities
- Accessible and inclusive service
- National scale with security
- Compliance with federal standards
Solution focus
- Conversational AI with NLP and machine learning
- Cognitive automation of requests
- 24-hour multichannel service
Results in numbers
0%
Service time
reduction in average service time.
0%
Automatic resolution
increase in cases resolved by AI.
0%+
Accessibility
growth via audio and mobile.
24/7
Availability
nationwide service, every day.
Strategic points
Challenges
MDS struggled to manage millions of daily interactions with citizens across multiple programs and service channels. Traditional systems became overloaded and required extensive manual intervention.
This increased response times and limited access, especially for the most vulnerable populations. A scalable, intelligent and secure solution, compliant with federal standards, was needed.
Solution
Central IT deployed CITSmart Aura, an AI-based conversational platform with natural language processing, machine learning and cognitive automation, integrated with government platforms via secure APIs.
Features include integration with national authentication systems, access to social programs such as Bolsa Família, multichannel service (WhatsApp, web chat, Telegram, voice bot and email) and real-time monitoring and analytics dashboards.
Measurable delivery
Results and impact on the public sector
What changed in the citizen service experience after adopting conversational AI at national scale.
Results
62% increase in cases resolved automatically.
More than 280% growth in accessibility via audio and mobile devices.
Millions of citizens served, especially vulnerable populations.
Service available 24 hours a day, across the entire country.
Impact
CITSmart Aura redefined public service at national scale: faster, more inclusive and available at any time. By combining AI, accessibility and integration with social programs, MDS expanded access to rights and services for those who need them most.
Because that's our business: empowering people. Impacting organizations.
Talk to a Central IT specialist
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