Name in original language
Uso de Modelos de Inteligência Artificial na Avaliação Qualitativa de Respostas - Avalia
Initiative overview
The National Telecommunications Agency (Anatel) has sought to improve the relationship between consumers and regulated service providers, using advanced technologies such as Artificial Intelligence (AI) to analyse and evaluate the handling of consumer complaints through the Anatel Consumidor system. The main issue that the AvalIA system seeks to resolve is the need for a more assertive, efficient, and transparent diagnosis of how companies respond to consumer complaints, ensuring compliance with regulatory standards and promoting information quality in the sector. In addition, the initiative aims to take advantage of the opportunity to automate processes that currently depend on manual human analysis, making monitoring more robust and comprehensive.
The objectives of the AvalIA initiative are clear and specific: to automate the process of Qualitative Response Assessment (AQR) by providers to consumer complaints, estimate the subjects of complaints, identify the enabled information indicators, and verify that these indicators have been properly addressed. This is expected to improve the effectiveness of resolving demands, increase transparency, and encourage continuous improvement in service delivery through each provider's Information Quality Index (IQI). The tool also ensures the anonymisation of personal data, guaranteeing the protection of sensitive consumer information.
The expectation is that AvalIA initiative will evolve into a fully implemented and institutionalised system within Anatel, enabling the automated assessment of all complaints registered in the Anatel Consumidor system. This will allow for the inclusion of a larger number of providers in the process, faster assessments and more timely diagnoses, contributing to a more efficient and transparent regulatory environment. The tool can be expanded to cover other types of demands and indicators, as well as adapted to other complaint databases in the regulated sector, maximising its impact and reach.
In summary, AvalIA represents a significant innovation in the way Anatel monitors and evaluates providers' response to consumer demands. By incorporating AI into the qualitative assessment process, the Agency strengthens the diagnosis of information quality, ensures compliance with consumer rights,
and promotes the continuous improvement of services provided, consolidating itself as a benchmark for transparency and regulatory efficiency in the telecommunications sector.
