GenAI assistant for call centre operations
An assistant that supports level 1 analysts in resolving tickets and reduces escalation to level 2.
What it was
A GenAI assistant for a call centre operation, designed to support level 1 analysts in resolving tickets and so reduce the volume escalated to level 2.
The project came out of the Disruption Office, a cross-firm unit created to standardise the GenAI demand arriving at Deloitte Brazil and to build reusable assets for other business units. I joined it at its formation.
What I did
I was architect and lead developer on a 3-person squad, owning technical direction and lifecycle management for the asset — from architecture through to production, not just to handover.
Outcome
The assistant went into production supporting level 1 analysts in resolving tickets and reducing escalation to level 2.