CloudWalk's AI Agent Army Featured in Época Negócios Article

This article from Época Negócios details how the Brazilian fintech CloudWalk strategically integrates artificial intelligence into its operations before it was any kind of hype, managing over 40 AI agents alongside 600 human employees. 

The company began its AI journey in 2019, developing tools like the AYA decision tree and the customer service agent Claudio Walker. CloudWalk's AI agents, which are more sophisticated than traditional chatbots, handle a significant portion of customer support and other tasks, leading to increased efficiency and faster service times. 

Among the notable agents are:

• •Risk: risk analyst that, besides helping the team verify risk data and analyze fraud reports, is also capable of notifying humans in charge about suspicious behaviors.
• •Burocrinha: its objective is to simplify bureaucracy. It can analyze internal policies and check if they comply with applicable laws and regulations; understand and explain legislation and regulations that affect financial institutions, including payments and compliance; proactively update itself on changes in relevant laws and regulations.
• •Better Call Legal: created by the legal team, this agent answers legal questions about contracts, terms, and internal policies.
• •Peepo: People analyst at CloudWalk. Its main areas of knowledge include talent attraction and selection, learning and development, and onboarding new employees. Peepo provides information about the startup's values and pillars, and helps with issues related to company policy and culture.
• •Encicloped_ia: this agent was created to help CloudWalk's Customer Support Engineering (CSE) Analysts by providing accurate and quick information about the company's products and services. Its goal is to facilitate the analysts' work by offering clear and direct answers based on the company's database, allowing them to efficiently address customer questions and requests.
• •Correria: member of the backoffice team, Correria analyzes customer registration data, supports the logistics team, and maintains inventory control of payment terminals.

The company emphasizes a human-AI partnership, with AI handling routine tasks and humans focusing on complex and creative problem-solving. To further this integration, CloudWalk has even launched an "Agent School" to empower different teams to create their own AI assistants.

You can check the full article in portuguese here.