Top eficiency and digital transformation with customer centric

In 2024–2025, the IT department at Positivo Tecnologia launched a strategic initiative to automate manual and repetitive tasks in critical sectors of the company using RPA (Robotic Process Automation). In parallel, it developed agents based on Generative AI, capable of supporting more complex activities such as content creation, document analysis, and interaction with employees through chat interfaces. These agents were designed to answer questions related to different internal processes, including security policies, codes of conduct, and other corporate procedures.

The IAGORA Project (AI Agents and RPA Automations) aimed to significantly reduce the time spent on operational activities, allowing for resource optimization and increased employee efficiency in critical and complex tasks.

The initiative brought concrete results to Positivo Tecnologia’s business in three main dimensions: operational efficiency, resource optimization, and improved internal experience. The adoption of AI and RPAs automated manual and repetitive tasks, reducing operational time and increasing productivity. The automations were directed toward cost reduction, risk mitigation, revenue growth, and process quality improvement, benefiting areas such as after-sales, e-commerce/sales, finance/control, legal/compliance, backoffice, and internal service.

Below are some examples of deliveries made so far and the areas benefited:

• Commercial & Sales (E-commerce): An internal approval flow was developed so that sales made on Positivo’s employee sales portal could be automatically approved by the manager for payroll deduction. This solution generated a projected sales increase of R$119k (2024), R$108k (2025), and R$365k (2026).

• Digital Sales (PosiSEG): An AI-based solution was developed for selling security products via WhatsApp. The analysis shows a sales increase generating R$594k per year based on improved efficiency in the sales process by the Security Center team, where customers can get quotes, select products, place orders, and make payments.

• After-Sales Service : An automation was developed for opening and closing support tickets, previously done manually in the CRM, now integrated automatically into JIRA. The gains were significant: reducing ticket opening time from 3–4 minutes to 30 seconds, and closing time from 5–6 minutes to 60 seconds, with about 2,200 tickets daily. This eliminated about 220 monthly hours of repetitive work.

• Order Entry (Corporate): An automation was created to handle order entries received by email from customers. The solution uses RPA and AI to read all emails and process all orders automatically, saving about 220h/month of full-time work.

• Funds Reconciliation (Mobility): A portal was developed for controlling and reconciling customer funds, accelerating approval, ERP posting, and reconciliation processes. This resulted in R$2.6M/year gains by speeding up reconciliations of payments vs. approved funds.

So far, the IAGORA project has delivered 200+ automations, achieving:

• Efficiency: at least 42,240 hours/year saved and ~R$1.2 million/year in cost reduction (about 20 employees working full-time at R$5,000/month).

• Revenue: ~R$4.4 million revenue gain (2024–2025).

These results allowed Positivo Tecnologia to reduce costs, reallocate employees to higher-value activities, and consolidate a culture of technological innovation, strengthening the company’s competitiveness.

The main challenges were:

• Cultural: Employee resistance, fear of technology replacing jobs, lack of knowledge. Overcome through engagement, training, and showing value.

• Technical: Choosing the right tools, defining architecture, training developers, integrating with legacy systems, ensuring stability and security.

• Operational: Gathering requirements, validating data and expected gains, building simulation environments for testing and iterative adjustments.

Overcoming these challenges strengthened the company’s technological and cultural maturity, consolidating IT as the driver of digital transformation.

In 2024–2025, the IT department at Positivo Tecnologia launched a strategic initiative to automate manual and repetitive tasks in critical sectors of the company using RPA (Robotic Process Automation). In parallel, it developed agents based on Generative AI, capable of supporting more complex activities such as content creation, document analysis, and interaction with employees through chat interfaces. These agents were designed to answer questions related to different internal processes, including security policies, codes of conduct, and other corporate procedures.

The IAGORA Project (AI Agents and RPA Automations) aimed to significantly reduce the time spent on operational activities, allowing for resource optimization and increased employee efficiency in critical and complex tasks.

This initiative is directly connected to the company’s strategic vision by laying the foundation for digital transformation, enabling a data-driven approach and a robust, secure (DevSecOps) environment. It democratized knowledge through training, generated a consistent flow of high-value ideas and deliveries, and created the structure for sustainable business growth.