What challenges did Brazilian National Treasury Secretariat face before AI implementation?

Increasing demands and diverse users created operational bottlenecks. Most services were handled manually, without system integration, and with limitations in scalability, traceability, and automation.

What was the impact of the AI solution?

The solution significantly reduced the need for human intervention in first-level services. It automated recurring tasks, improved response speed and accuracy, created full traceability of requests, and produced an accessible knowledge base with reliable operational indicators. The solution was rapidly adopted by other departments as a model for their own workflows.

Source

MicrosoftProductionEvidence: Medium55/100

Brazilian National Treasury Automates and Modernizes Public Service Channels

Use case typePublic sector automationUpdated Jun 26, 2025

The Brazilian National Treasury Secretariat transformed its service channels with Microsoft Dynamics 365, Azure, Power Platform, Microsoft Fabric, Power Automate, and Teams. The solution combines generative AI, multi-agent virtual bots, microservices integration, and a centralized update center to make service delivery more modern, automated, and replicable.

Organization: Brazilian National Treasury Secretariat
Industry: Public Sector
Location: Brazil
Published: June 2025

Reported outcomes

Strategic outcomes

Other strategic outcomeReduced human intervention in first-level servicesCost efficiencyAutomated recurring tasksRisk & complianceImproved traceability and securityOther strategic outcomeSolution adopted as a model by other departments

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Brazilian National Treasury Secretariat
Provider: Microsoft
Maturity: Production
Linked source: Smart Consulting

Increasing demands and diverse users created operational bottlenecks

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Public sector automation
2Customer service automation
3Workflow orchestration

Increasing demands and diverse users created operational bottlenecks.
Most services were handled manually, without system integration, and with limitations in scalability, traceability, and automation.

The Treasury built an integrated AI-based service channel solution with Dynamics 365 Customer Service as the service hub.
It uses Azure for conversational intelligence with governance control via an internal gateway, multi-agent virtual bots for programmatic operations and real-time responses, integration with the institution's microservices bus, Microsoft Teams for requests and approvals, and Microsoft Fabric plus Power Automate to democratize automation.

Technologies

Dynamics 365 Customer Service Azure Power Platform Microsoft Fabric Power Automate Microsoft Teams

The solution significantly reduced the need for human intervention in first-level services.
It automated recurring tasks, improved response speed and accuracy, created full traceability of requests, and produced an accessible knowledge base with reliable operational indicators.
The solution was rapidly adopted by other departments as a model for their own workflows.

Architecture

A microservices-oriented architecture centered on Dynamics 365 Customer Service, Azure conversational intelligence with governance via internal gateway, multi-agent virtual bots, integration with STN's microservices bus, Teams-based update center, and Microsoft Fabric/Power Automate for low-code automation.

Sources & evidence1

Evidence: Medium55/100Evidence strength