The challenge
Connect internal knowledge with intelligent agents capable of handling real calls
Utopicus needed a solution that would improve sales and support through voice agents with artificial intelligence, capable of having natural conversations and responding with reliable information.
The challenge was not only to create a conversational assistant, but to connect it with the real knowledge of the organization. To do this, it was necessary to allow agents to consult internal documentation, specific folders, SharePoint content, and pre-organized sources of information.
In addition, the solution had to be able to differentiate between different types of use, such as commercial calls, support, internal consultations, appointment management or resolution of frequently asked questions.
It was also critical that the entire system was prepared to automate processes, scale new use cases, and maintain a secure, controlled, and connected architecture with the company's internal tools.
