1. About the Company
A BRC Ingredients LTDA (CNPJ 10.820.904/0001-17) is a Brazilian company specializing in the development and supply of ingredients and technical solutions for the food industry, focusing on the meat and processed meat segment. More than just a condiment manufacturer, BRC positions itself as a research, development, and innovation center, offering products such as antioxidants, stabilizers, colorants, seasonings, preservatives, and functional mixes. Its main clients are large companies in the food sector, such as BRF and JBS. The company's competitive advantage lies in the provision of specialized technical services, carried out by a highly qualified team of food and chemical engineers, with a consultative sales approach.
2. objective
Develop and deploy a generative AI-based virtual assistant — the “Technical Sales Consultant” — for BRC Ingredients, capable of providing specialized technical support to the company's customers in a scalable, multichannel, and 24/7 manner, replacing and expanding upon a previous solution that had been discontinued.
3. Problem to be Addressed
BRC had previously developed a tool based on technology similar to ChatGPT, accessible via WhatsApp, used to resolve technical problems in industrial processes (e.g., defects in products such as soft ham). The tool had strong internal and customer adoption, but was discontinued after updates to the underlying technology. The main challenges were:
• Discontinued tool: The previous solution stopped working after changes to the underlying technology version.
• Limited scalability: Technical support relied exclusively on on-site visits and manual interactions with the specialized team.
• Absence of a digital channel: Clients lacked independent access to technical guidance, food legislation (ANVISA), and project ideas.
• Loss of productivity: Trivial business interactions consumed the time of the highly qualified technical team.
4. AWS Solution and Resources Used
Flexa developed an intelligent agent based on Generative AIThe solution, fed with technical data, manuals, regulatory content (ANVISA), service records, and internal BRC documents, was delivered as an API integrable with multiple channels.
• Amazon Bedrock: Base for the Generative AI agent with a trained persona and technical knowledge base from BRC.
• Web interface (ChatGPT-like): Delivered for testing, validation, and immediate use by customers.
• Multichannel API: Integration with WhatsApp, Telegram, website, and potentially physical devices (Alexa).
• Knowledge Base: Ingestion of technical PDFs, service records, ANVISA legislation, and internal documents.
• CRM/ERP integrations: Ability to open support tickets, query data, and receive customized responses.
• AWS (infrastructure): Scalable architecture to support between 200 and 500 simultaneous users.
5. Business Benefits Generated
• Scalable technical support: Customers gained autonomous access to specialized technical guidance, without needing in-person visits.
• 24/7 availability: The assistant can answer practical questions about industrial processes at any time.
• Reducing trivial interactions: The technical team was freed up for higher value-added activities.
• Multichannel: The solution is accessible via website, WhatsApp, Telegram, and other channels, with the potential to expand to physical devices.
• Fast delivery: Functional agent with knowledge base and trained persona delivered within 2 months.
• Satisfied customer: Positive feedback was recorded, with customers subscribing to Flexa's operations services after project delivery.
• Future readiness: Architecture prepared for integration with CRM, ERP, and project and service request logging.
