Atualizado em: 6/02/2026

Chatbot da Central 1746

O Chatbot da Central 1746 no WhatsApp é uma solução de atendimento digital que utiliza inteligência artificial, linguagem natural e automação para facilitar o acesso dos cidadãos aos serviços públicos municipais, oferecendo um canal rápido, intuitivo e disponível diretamente no WhatsApp.

Objetivo

Simplificar o acesso aos serviços públicos, reduzir o tempo de atendimento e ampliar a resolutividade das demandas, fortalecendo o relacionamento entre a Prefeitura do Rio de Janeiro e o cidadão.

Metodologia

A solução disponibiliza 41 serviços e 60 informações, permitindo que o cidadão resolva demandas diretamente pelo WhatsApp, sem necessidade de navegação por menus complexos. Cerca de 50% das solicitações são atendidas integralmente pela inteligência artificial, com fornecimento imediato de informações ou abertura automática de chamados e encaminhamento ao órgão responsável. As demais demandas seguem fluxo estruturado por menu, garantindo cobertura integral dos serviços. O sistema é monitorado continuamente para aprimoramento da linguagem, da usabilidade e do desempenho.

Resultados

O tempo médio de atendimento foi reduzido de 30 para 3 minutos. Em 2025, o chatbot registrou mais de 1 milhão de conversas iniciadas e viabilizou a abertura de mais de 220 mil chamados de forma automática. A automação gerou uma economia média anual estimada em R$ 680 mil, contribuindo para maior eficiência operacional, melhor uso dos recursos públicos e uma experiência mais ágil e resolutiva para o cidadão.

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