Generative AI that really converses
Understands what the person means, even with typos or loose phrasing, and generates the right response in natural language. No numbered menus, no rigid scripts.
Service that understands, resolves and includes, on any channel.
CITSmart Aura is Central IT's conversational AI product for serving citizens and customers with natural language, automatic resolution and real accessibility. From WhatsApp to the portal, a single intelligence.
62%of requests resolved automatically by AI
4.4 Mcitizens served on Bolsa Família
text and voiceaccessible service, 24 hours a day
What CITSmart Aura is
An AI that really converses, on every channel.
CITSmart Aura is the omnichannel service product with conversational AI that runs on top of the CITSmart platform. It understands natural language, responds by text and by voice, and resolves the request right there, with no rigid menu and no pushing people into a queue.
A single intelligence serves on WhatsApp, Telegram, Microsoft Teams, email, the portal, the app and voice/VOIP channels, always with the same history and the same context. Service is available 24 hours a day, and the person chooses how they want to talk.
Natural languageText and voice24 hoursOn the CITSmart platform
CITSmart Aura
WhatsApptext, audio and forms
Telegrammessages and media
Microsoft Teamsin the corporate workflow
Emailrequests by email
Voice and VOIPspeech, listening and telephony
Portal and appweb and mobile self-service
Capabilities
What Aura does differently.
It's not another decision-tree chatbot. It's conversational AI built to understand, resolve and include.
Serves by text and by voice
The person speaks or writes, whichever they prefer. Aura transcribes the audio, understands and responds, opening up service to people who don't read or type well.
Resolves without handing off to a human
Queries systems, executes the action and closes the request within the conversation itself. Only escalates to a person when it's really needed.
One brain, every channel
WhatsApp, Telegram, Microsoft Teams, email, portal, app and voice share the same context and history. The person starts on one channel and continues on another without repeating everything.
Integrates with your systems
Connects to your CRM, ERP and existing bases, on top of the CITSmart platform, to respond with real data and truly execute.
Learns and improves
Dashboards show what people ask for, where they get stuck, and what to fix first. Service gets better every cycle.
How it works
From question to resolution, in one conversation.
From the first message to the completed request, Aura handles the entire interaction in natural language.
01
The person speaks
By text or by voice, on whichever channel they prefer. No need to navigate a menu or know the right term.
02
Aura understands
Interprets the intent in natural language and identifies what the person needs, even without a perfect sentence.
03
Queries and executes
Accesses the integrated systems, retrieves real data and performs the necessary action right there in the conversation.
04
Resolves and logs
Closes the request, confirms with the person and logs everything. If a human is needed, it hands off with the context ready.
Real case · Federal Government
Proof at national scale: Bolsa Família.
The Ministry of Social Development put CITSmart Aura to work serving citizens of the country's largest social program. The result redefined what's expected from public service.
MDS · Bolsa Família Program
Inclusive conversational AI for the Brazilian citizen
With Aura, the program's service began happening in natural language, by text and by voice, including people who can't read. The AI understands the request, checks the benefit status and resolves it on the spot, with no queue and regardless of time of day.
62%of requests resolved automatically by AI
91%reduction in service time
4.4 Mcitizens served
87%user satisfaction
Recognized at the Global Tech Awards 2025An internationally awarded case for innovation and social impact
More proof in the public sector
SEFAZ-PE · Taxpayer Service Portal
Pernambuco's State Treasury Department unified tax status inquiries, certificate issuance, tax slips (DAE), NF-e tracking and requests, previously scattered across several systems and heavy in-person service, into a single portal.
Centralized tax servicesLess in-person serviceHigher taxpayer satisfaction
Citizen Portal · GDF
The Federal District Government deployed an intelligent virtual assistant serving citizens via web, WhatsApp and Telegram, with accessible language and 24-hour support, combining AI, human service and telephony.
400+ services in one portalAI + WhatsApp + Telegram24h multichannel with voice
Results presented as published by Central IT. Numbers and scope vary by project.
Who it's for
From citizen to customer, the same intelligent service.
Aura serves governments that reach millions of citizens and companies that want to elevate the customer experience. One AI, two worlds.
Public sector
Citizen service- Expands access to services and rights, with voice-based inclusion for people who can't read.
- Reduces queues and service costs for nationwide programs.
- Governance, audit trail and hosting on Brazilian soil.
Private sector
Customer service- Resolves questions and requests on WhatsApp and the portal, 24 hours a day, without growing the team.
- Raises satisfaction and cuts response time, with consistent service across every channel.
- Integrates with CRM and existing systems, on top of the CITSmart platform.
- Drives online sales, guiding the customer and resolving objections at the point of purchase.
Generative AI, not a menu tree
real answersGenerates the response based on what the person actually asked, instead of pushing them through fixed options that rarely fit.
Real voice-based inclusion
accessibility at scaleServes by audio people who don't read or type well. Accessibility stops being the exception and becomes part of the service, proven at national scale.
Resolves, doesn't just respond
closes the issueQueries systems and executes the action within the conversation, closing the request. It's not an interactive FAQ, it's service that resolves.
On top of the CITSmart platform
a mission-critical ecosystemInherits the platform's governance, security, integration and scale. It's not a standalone tool, it's part of an ecosystem that already runs mission-critical operations.
Services
You're not left alone with the tool.
Central IT is with you from day one to continuous evolution, so Aura delivers real results in your operation.
Implementation
Configuration of Aura for your channels, flows and service rules.
Training
Enabling teams to operate, supervise and evolve the service.
Integration
Connection with CRM, ERP and the systems that support your service.
Support
A team available to keep the service running and working well.
Continuous evolution
Adjustments and improvements over time, based on what the data shows.
Security and trust
Serves millions with control.
Protected data
Access control, sensitive information handled with care, and LGPD compliance, hosted in Brazil.
Governance and audit
Every conversation and every AI action is logged, with a full trail for compliance and transparency.
Scale without losing quality
Architecture built for peaks of millions of interactions, maintaining response time and consistency.
Next step
Put Aura to work serving on your behalf.
Schedule a demo and see CITSmart Aura's conversational AI resolving your service scenarios.
Schedule a demo