Service available 24 hours a day, including outside office hours.
Project context
Overview of the initiative: institutional context and organization profile before the numbers and challenges of the project.
Service that does not close at 6 pm.
Central IT completed the rollout of the new chatbot for the Superior Court of Justice, another initiative aimed at digital transformation and at modernising the service offered to users.
Integrated into the CITSmart platform, the solution answers 24 hours a day, with fast replies and guidance on the Court's services across Case Law, Ombudsman and Proceedings.
About the Superior Tribunal de Justiça
Focus of the initiative, aligned with the scope of the solution deployed.
Segment
Federal judiciary
Focus
Digital transformation and modernisation of user service
Areas covered
- Case Law
- Ombudsman
- Proceedings
Solution focus
- Service 24 hours a day
- Integration into the CITSmart platform
- Guidance on the Court's services
Results in numbers
24 hours
Every day
service available outside office hours.
3 areas
Channel coverage
Case Law, Ombudsman and Proceedings.
CITSmart
Integrated platform
the chatbot runs inside the Court's service management.
No queue
Immediate answer
recurring questions resolved on the spot.
Strategic points
Challenges
User service at a higher court concentrates recurring questions about case law searches, case progress and ombudsman channels, and they arrive at any hour, including when nobody is on duty.
Without an automated channel, those questions compete with the demands that genuinely require human analysis, and the user waits for office hours to get a simple answer.
Solution
Central IT developed and deployed the new STJ chatbot, integrated into the CITSmart platform, so that automated service runs inside the Court's existing service management.
The solution guides users across Case Law, Ombudsman and Proceedings, with fast replies and continuous availability, making service faster, more efficient and more accessible.
Measurable delivery
Results and impact on public service
What changes when guidance on services no longer depends on office hours.
Results
Fast answers to recurring questions about Case Law, Ombudsman and Proceedings.
Faster, more efficient and more accessible service for the Court's users.
Chatbot integrated into the CITSmart platform, inside the service management already in use.
One more milestone in the partnership between Central IT and the STJ.
Impact
The project shows how technology can simplify processes, improve the user experience and support the evolution of public services. By taking on guidance for what is recurring, the chatbot gives human agents back the time for what requires analysis.
Because that's our business: empowering people. Impacting organizations.
The case on video
The STJ chatbot in operation
Talk to a Central IT specialist
See how cases like the STJ's translate into digital service that does not depend on the clock. Our team helps design the path, from diagnosis to operation.