In a move that signals a new era for access to justice in Brazil, the startup Tolky was selected by the National Council of Justice (CNJ) as the most innovative solution among 79 proposals in the Public Call for Innovative Solutions (CPSI 01/2025). The selection highlights the Tolky Conversational Ecosystem as a national reference in customer service with artificial intelligence, going far beyond traditional chatbots.
Tolky's goal is to make contact with the Judiciary simpler, more human, and more accessible. Through popular channels like WhatsApp and phone, the platform allows citizens to receive clear language, multimodal support (text, voice, image, and video), and empathy.
Much more than a traditional chatbot
O Tolky Conversational Ecosystem is a complete platform that integrates:
- Smart omnichannel, providing assistance via WhatsApp, WebChat, telephone and other channels.
- Hybrid service, seamlessly combining cutting-edge AI and human operators.
- Dynamic content management, ensuring simple language adapted to the user’s profile.
- Active campaigns, with AI-driven personalized messages to engage citizens.
- Smart automations, which allow AI to perform complex tasks with natural language.
Tolky's biggest differentiator is that AI doesn't just answer questions. It drives the entire service flow: opening protocols, generating notifications, performing triage, forwarding more complex cases, and monitoring the experience through to completion. This transforms service into a relationship.
The project includes the CAIO (Omnichannel Intelligent Service Center), which combines automation, cutting-edge AI, and human interaction to drive the entire service journey—from triage to complex case referrals.
The initiative was celebrated by Tolky's founders, who highlighted the collaborative nature of the selection process.It was a pleasure to participate in a selection process that was innovative in every sense. The CNJ not only evaluated solutions but also provided an opportunity for participants to co-construct, directly contributing to the project.”, said Marlos Carmo. Patrick Bonnereau highlighted the social impact of the partnership: “For us, it is a privilege to contribute to the CNJ's mission of making justice more inclusive. This is a milestone for the country, and we are proud to be a part of it. More than just speeding up responses, the solution fosters trust. When citizens find clarity, empathy, and resolution, they feel part of the system, not outsiders facing legal barriers. This social impact is the true value of the partnership.????????
More than a technical victory, Tolky's selection represents a step forward in the humanization of public services and the modernization of the Judiciary. Technology, when combined with empathy and inclusion, demonstrates its true potential for social transformation.
EN 
PT 
