DGAV – Direção-Geral de Alimentação e Veterinária (Directorate-General for Food and Veterinary Affairs) faces a structural challenge: managing high volumes of requests for information, often technical and urgent, in a context of demanding regulatory frameworks and growing expectations from citizens and professionals.
The diversity of topics, the constant demand for clarification, and the need to ensure consistent responses revealed the importance of creating a digital contact point capable of expanding service capacity without compromising accuracy or quality.
It was in this context that Azeitona (Olive) emerged, the intelligent virtual agent developed by technology partner LBC with conversational artificial intelligence (AI) and the ability to interact in more than 20 languages.
We are completely satisfied with the professionalism of the project manager and team. Their response was extremely quick and efficient. Whenever minor issues were detected, they were promptly resolved.
Susana Guedes Pombo, director of DGAV
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