The virtual assistant from the National Education and Research Network (RNP), Ipezinho, is one of the finalists for the HDI Brasil Award in the “Best support virtual assistant of the year” category. The Artificial Intelligence tool competes for the award alongside virtual assistants from Algar Tech (Estella) and BRF S/A (Eva). 

The Award will be presented during the HDI Experience conference, which this year takes place between the 20th and 22nd of September, in Mogi das Cruzes (SP). This is the first time that RNP has been nominated in this category. In 2022, RNP won the HDI Brasil Trophy in the Best Support Team of the Year category, for which it was also a finalist in 2021. 

"We are immensely proud to see our chatbot solution, Ipezinho, nominated for the grand final of the Best Virtual Assistant in Brazil award by HDI. This recognition reflects the tireless work of our technical team, who were dedicated to providing the best experience to our customers. We thank you for the effort and commitment that brought us here", declared RNP's Integrated Service Manager, Francisco Júnior.

About Ipezinho 

RNP's virtual assistant, called Ipezinho, has existed since 2019 with the aim of assisting institutions connected by RNP. He is able to interact with customers, answer questions about general services and open tickets to contact one of the service analysts.  

In addition to the RNP website, Ipezinho is activated on all digital service channels. With the help of ChatGPT technology, the chatbot already serves students benefiting from the Internet Brasil Program, from the Ministry of Communications, in partnership with RNP.  

In 2023, Ipezinho provided around 5,000 calls in the first half of the year, being responsible for 36% of calls via Whastapp and up to 90% on other channels. According to RNP's Integrated Service Management, the chatbot's accuracy is on average 90% and the average satisfaction rate for Ipezinho's service is 4.4/5. 

About the HDI Brasil Trophy 

The HDI Brasil Trophy is a recognition given by the institute to those who have the best practices in the support area. In 2022, the awards were divided into five categories: best support analyst, best virtual support assistant, best support coordinator, best support manager and best support team. 

This year's edition of the HDI Experience will be held in a mixed model. Part of the event took place in the metaverse, while the in-person meeting was held at the Club Med Resort - Lake Paradise, in Mogi das Cruzes (SP). 

HDI Brasil is a teaching, research and reference institute in IT Service Management, Service Desk and Technical Support, among others.