BrazilPublic sector2025 – ongoingDefensoria Pública do Estado de São Paulo
Júlia digital legal-service intake assistant
São Paulo's public defenders received 30%–40% of Júlia interactions outside business hours
Problem
Fragmented service channels made people repeat their circumstances when seeking legal assistance. Staff handled scattered records, while some citizens could not contact the office during working hours.
Approach
The office used Dynamics 365 Customer Service to connect citizen records and workflows. Júlia provided a digital entry point through the website and WhatsApp, accepting requests and documents. Microsoft described generative AI as part of the service.
Results
Takeaway
After-hours interactions showed demand beyond office opening times. Digital intake continued alongside in-person service.
Categories
- Industry
- Public sector
- Business function
- Customer serviceFinance, risk and legal
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described integrated citizen-service records and Júlia's digital intake role. It reported that 30%–40% of interactions occurred outside business hours.
Full details are in the original sources.
