Banca de QUALIFICAÇÃO: MARCOS VINICIUS COSTA DOMINGUES DA SILVA

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : MARCOS VINICIUS COSTA DOMINGUES DA SILVA
DATE: 29/01/2026
TIME: 09:00
LOCAL: Videochamada: https://meet.google.com/qaj-nzys-ecm
TITLE:

LEXA: Virtual Assistant for Optimizing the Utilization of the Electronic Judicial Process System through User-Centered Design

KEY WORDS:

Artificial Intelligence; Virtual Assistant; Electronic Judicial Process; Knowledge Management; Professional Gamification; Freemium Model; Hybrid Support.

PAGES: 70
BIG AREA: Ciências Exatas e da Terra
AREA: Ciência da Computação
SUMMARY:

The digital transformation of the Brazilian Judiciary has created significant paradoxes: while the Electronic Judicial Process System (PJE) democratized access to justice, it simultaneously imposed technological barriers overwhelming users and support teams. This study investigates the development of LEXA (Legal Electronic eXpert Assistant), an AI-based virtual assistant integrating multiple innovative strategies: intelligent service automation, professional gamification, official ticketing facilitation, and hybrid AI-human support. The applied research, using qualitative and quantitative approaches, employed statistical analysis of 40,297 call records from the Federal Regional Court of the 5th Region, experimental validation through prototyping and usability testing. Results show 57.9% of calls originate from lawyers, with 42.9% being automatable. Exceptional correlation (r = 0.984) between monthly calls and Service 1.4 demands demonstrates high predictability for automated solutions. LEXA innovates by incorporating: (1) gamification system transforming digital competence into OAB-recognized professional certification; (2) integrated facilitation of official TOT/OTOBO ticket creation and tracking; (3) intelligent three-tier escalation – autonomous AI, human specialists, and official system; (4) WhatsApp Business channel eliminating adoption friction. The freemium business model positions basic version on TRF5 portal as free showcase, while premium commercial version offers multi-court coverage, proactive notifications, and professional tools. The study theoretically contributes by establishing framework for convergence of knowledge management, artificial intelligence, and gamification in public sector. Empirically, it proves commercial viability of AI solutions as catalysts for digital inclusion and resource optimization, projecting 2,883 subscribers and NPV of R$ 1.534 million over five years.

COMMITTEE MEMBERS:
Presidente - 1943220 - ORIVALDO VIEIRA DE SANTANA JUNIOR
Interno - 2459504 - AQUILES MEDEIROS FILGUEIRA BURLAMAQUI
Interna - 1753896 - ZULMARA VIRGINIA DE CARVALHO
Externo à Instituição - Robson Godoi Albuquerque Maranhão