MadWorld 2019 Speaker

I was the first Technical Writer hired at Senior Sistemas S.A. in 2009.

Senior Sistemas S.A. develops and delivers enterprise resource planning, logistics, access and security management, and human capital management solutions. It also offers corporate performance, infrastructure, business consulting solutions, and various support services. The company was founded in 1988 and is based in Blumenau, Brazil.  

My journey started as a Technical Writer. Then, I had the opportunity to structure the Technical Documentation Management area, which I coordinated from 2013 until 2018. I enjoyed evolving into Senior's Knowledge Management, an area that I coordinated until Jan. 2019.   

During this time, my team and I worked with MadCap Softwares - Flare, Lingo, and Capture. We built a robust knowledge base that integrated the content developed by three different areas of the company: Knowledge Management, the Corporate University, and the Service Optimization department.    

Since the Knowledge Management area was already using MadCap Flare, the teams saw how its single-sourcing functionality could support these needs. We decided to standardize Flare across all business units as the only tool for documentation.   

Once we had a unified business process documented in Flare, we generated several different outputs. To attend to the demands of the three departments simultaneously: publishing our WebHelp version in the documentation portal, generating PDF files for the Corporate University, and keeping the internal knowledge base for the Service Optimization area up to date.  

Flare was the secret weapon in our crusade because the only way to achieve the results we needed was with this fantastic single-sourcing resource.

In 2018, I managed a project at Senior Sistemas that integrated SARA, the Senior Automated Responsive Agent chatbot built with IBM Watson, into the MadCap Flare-based HCM knowledge base to automatically answer users’ questions. 

In the first six months alone, SARA answered 75,000-plus questions with more than 80% accuracy, effectively freeing up 2,400 hours of the support team’s time.  

Thanks to the integration of our Flare-based knowledge base with SARA, our chatbot was able to find the precise information to answer our clients’ questions. In this way, SARA became our level zero support attendant for specialized content of Senior solutions.