Atualizado em: 6/02/2026

IA no Teleatendimento

A IA no Teleatendimento da Central 1746 atua no primeiro nível de atendimento telefônico, organizando e qualificando as demandas dos cidadãos antes do encaminhamento ao atendimento humano.

Objetivo

Aumentar a assertividade na identificação dos serviços solicitados e reduzir o tempo médio de atendimento, melhorando a experiência do cidadão e a eficiência operacional da Prefeitura.

Metodologia

A solução utiliza inteligência artificial para realizar o atendimento inicial das chamadas, compreender a demanda do cidadão e sugerir o serviço adequado. Atualmente, a IA responde por cerca de 50% das ligações da Central 1746, encaminhando os atendimentos humanos já contextualizados e padronizando os registros. O desempenho é monitorado por indicadores de assertividade e tempo médio de atendimento.

Resultados

A assertividade na identificação dos serviços evoluiu de 39% em janeiro de 2025 para 81% em novembro de 2025. No mesmo período, houve redução de cerca de 20% no tempo médio de atendimento, que passou de 251 para 203 segundos quando há atuação da IA. Os resultados refletem maior agilidade, melhor uso dos recursos públicos e qualificação do atendimento ao cidadão.

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