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A IAG (Insurance Australia Group) \u00e9 uma das principais seguradoras gerais na Austr\u00e1lia e na Nova Zel\u00e2ndia, comprometida em tornar o mundo um lugar mais seguro. Por meio de sua fun\u00e7\u00e3o de Tecnologia e Opera\u00e7\u00f5es, a IAG investe no desenvolvimento de compet\u00eancias para o futuro, aproveitando solu\u00e7\u00f5es de aprendizado inovadoras e IA para permitir que seus funcion\u00e1rios desenvolvam continuamente as habilidades necess\u00e1rias para apoiar clientes, parceiros e comunidades.<\/span><\/em> A fun\u00e7\u00e3o de Tecnologia e Opera\u00e7\u00f5es (T&O) da IAG precisava tornar o aprendizado mais acess\u00edvel e relevante para sua for\u00e7a de trabalho. Com milhares de cursos dispon\u00edveis em v\u00e1rias plataformas, os funcion\u00e1rios enfrentavam sobrecarga cognitiva e atrito ao procurar por aprendizado relevante. A organiza\u00e7\u00e3o queria mudar o aprendizado de um modelo passivo, orientado por cat\u00e1logo, para um comportamento ativo de resolu\u00e7\u00e3o de problemas, onde os funcion\u00e1rios buscam aprendizado em resposta a necessidades reais.<\/span> <\/span> <\/span>Para alcan\u00e7ar isso, era necess\u00e1ria uma solu\u00e7\u00e3o que pudesse fornecer o aprendizado certo para as pessoas certas no momento certo, sem exigir que os funcion\u00e1rios navegassem por sistemas complexos de forma independente.<\/span> <\/span> <\/span>“Nossa equipe de lideran\u00e7a aplica princ\u00edpios da ci\u00eancia do aprendizado, focando na redu\u00e7\u00e3o da carga cognitiva, permitindo o aprendizado autogerido e alinhando o aprendizado a trilhas de carreira reais”, disse Sheryn Crummy, Gerente, Tecnologia e Opera\u00e7\u00f5es de Capacidade.<\/span><\/p>\n","solution_heading":"Tolbot traz IA conversacional para o aprendizado","solution_description":"

A IAG desenvolveu o Tolbot, um assistente de aprendizado de IA conversacional integrado ao ecossistema de IA GENI da organiza\u00e7\u00e3o, garantindo governan\u00e7a, seguran\u00e7a e escalabilidade. O Tolbot integra conte\u00fado da Udemy e outras fontes em um \u00fanico ponto de entrada, permitindo que os funcion\u00e1rios fa\u00e7am perguntas baseadas em fun\u00e7\u00e3o ou habilidade em linguagem natural e recebam recomenda\u00e7\u00f5es de aprendizado personalizadas instantaneamente.<\/span> <\/span> <\/span>A solu\u00e7\u00e3o foi projetada para transformar o aprendizado de uma atividade com muitas buscas para uma experi\u00eancia conversacional, refletindo como as pessoas naturalmente buscam conselhos de colegas. As recomenda\u00e7\u00f5es de aprendizado est\u00e3o mapeadas para a estrutura de habilidades e carreiras da IAG, garantindo que o conte\u00fado seja diretamente relevante para fun\u00e7\u00f5es e progress\u00e3o na carreira, e n\u00e3o apenas de interesse geral. Os principais recursos incluem:<\/span> <\/span> <\/span>\u2022 Consultas em linguagem natural: <\/b>os funcion\u00e1rios interagem usando prompts de conversa\u00e7\u00e3o, fazendo com que a descoberta de aprendizado pare\u00e7a parte de seu fluxo de trabalho em vez de uma atividade separada.<\/span> <\/span>\u2022 Recomenda\u00e7\u00f5es personalizadas: <\/b>o Tolbot recomenda conte\u00fado da Udemy com base em solicita\u00e7\u00f5es individuais, contexto de fun\u00e7\u00e3o e aspira\u00e7\u00f5es de habilidades, garantindo que o aprendizado seja personalizado para as necessidades de cada funcion\u00e1rio.<\/span> <\/span>\u2022 Alinhamento com a estrutura de habilidades: <\/b>as recomenda\u00e7\u00f5es est\u00e3o vinculadas \u00e0 estrutura de habilidades e carreiras da IAG, mantendo o alinhamento com as prioridades de compet\u00eancia organizacional.<\/span> <\/span>\u2022 Entrega de microaprendizado: <\/b> recomenda\u00e7\u00f5es r\u00e1pidas e direcionadas em vez de sobrecarregar os alunos com cat\u00e1logos completos, permitindo momentos de aprendizado r\u00e1pidos e focados que se encaixam em dias de trabalho ocupados.<\/span> <\/span>\u2022 Acesso sem atrito: <\/b>dispon\u00edvel atrav\u00e9s do Centro de aprendizado de T&O sem necessidade de instala\u00e7\u00e3o, e as recomenda\u00e7\u00f5es da Udemy podem ser abertas no celular para aprendizado em diferentes dispositivos.<\/span> <\/span> <\/span>“O Tolbot \u00e9 um \u00f3timo exemplo de como implementamos aprendizado integrado e personalizado em grande escala”, disse Crummy.<\/span><\/p>\n","results_heading":"Classifica\u00e7\u00e3o do usu\u00e1rio em 4.0 e centenas de prompts","results_description":"

O Tolbot mudou o aprendizado de um modelo passivo, orientado por cat\u00e1logo, para um comportamento ativo de resolu\u00e7\u00e3o de problemas. A iniciativa reduziu o tempo gasto na busca por aprendizado em diferentes plataformas, diminuiu a carga cognitiva e o atrito no acesso ao conte\u00fado, e possibilitou um aumento de compet\u00eancia mais r\u00e1pido e direcionado, alinhado \u00e0s habilidades para o futuro. A plataforma alcan\u00e7ou uma m\u00e9dia de avalia\u00e7\u00e3o de usu\u00e1rio de 4.0 de 5, demonstrando um forte valor percebido pelos funcion\u00e1rios.<\/span> <\/span> <\/span>Os funcion\u00e1rios relataram um desempenho de compreens\u00e3o forte, com 60% dos usu\u00e1rios concordando fortemente e 40% concordando que o Tolbot entendia suas consultas de aprendizado. As recomenda\u00e7\u00f5es mostraram alta relev\u00e2ncia percebida, com 40% dos usu\u00e1rios concordando e 40% concordando fortemente que as recomenda\u00e7\u00f5es do Tolbot correspondiam aos seus prompts espec\u00edficos. O uso foi mantido ao longo dos meses, com 132 perguntas feitas no lan\u00e7amento (maio) e mais nos meses subsequentes, mostrando uma integra\u00e7\u00e3o consistente nos h\u00e1bitos de trabalho di\u00e1rios.<\/span> <\/span> <\/span>“Como um praticante de mudan\u00e7a, posso adaptar os prompts ao meu n\u00edvel de experi\u00eancia e \u00e0s habilidades espec\u00edficas que quero desenvolver e acessar instantaneamente o aprendizado relevante. Estou compartilhando com todos que conhe\u00e7o”, disse Sonia D’Souza, Gerente de mudan\u00e7as, Estrat\u00e9gia de Execu\u00e7\u00e3o e Mudan\u00e7a Transformacional de T&O.<\/span><\/p>\n","looking_ahead_heading":"Desenvolvimento cont\u00ednuo","looking_ahead_description":"

A IAG continua expandindo as capacidades do Tolbot, com planos de aprofundar a integra\u00e7\u00e3o de estruturas, expandir fontes de conte\u00fado e personalizar ainda mais as recomenda\u00e7\u00f5es de aprendizado para apoiar o desenvolvimento cont\u00ednuo dos funcion\u00e1rios.<\/span> “Com a Udemy”, <\/span>disse Crummy, “<\/span>passamos o aprendizado de um modelo passivo, orientado por cat\u00e1logo, para um comportamento ativo de resolu\u00e7\u00e3o de problemas, onde os funcion\u00e1rios buscam aprendizado em resposta a necessidades reais”. <\/span><\/p>\n","cta_heading":"Veja a Udemy Business em a\u00e7\u00e3o.","cta_subheading":"Comece hoje mesmo.","case_study_pdf_download_url":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG_OAA_Case-Study_One-Pager.pdf"},"yoast_head":"\nEstudo de caso de cliente - Como a IAG tornou o aprendizado conversacional com IA, integrando a Udemy - Udemy Business<\/title>\n<meta name=\"description\" content=\"Companies trust Udemy for Business to meet their learning and development needs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/business.udemy.com\/pt-br\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Como a IAG tornou o aprendizado conversacional com IA, integrando a Udemy\" \/>\n<meta property=\"og:description\" content=\"Companies trust Udemy for Business to meet their learning and development needs.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/business.udemy.com\/pt-br\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/\" \/>\n<meta property=\"og:site_name\" content=\"Udemy Business\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/udemy\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-28T13:57:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/business.udemy.com\/wp-content\/uploads\/2023\/06\/udemy-business-organic-social-share-1200x630-refresh-2.png.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@udemy\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/business.udemy.com\\\/pt-br\\\/case-studies\\\/how-iag-made-learning-conversational-with-ai-integrating-udemy\\\/\",\"url\":\"https:\\\/\\\/business.udemy.com\\\/pt-br\\\/case-studies\\\/how-iag-made-learning-conversational-with-ai-integrating-udemy\\\/\",\"name\":\"Estudo de caso de cliente - 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