WhatsApp has long ceased to be just a space for quick conversations between friends and family. Today, it is also a showcase, customer service desk, and even a cash register. In Brazil, 95% of businesses already use the platform to interact with customers, according to the International Data Corporation (IDC).
The logic is to be where the consumer is: providing good service, selling, resolving doubts, exchanging products, and keeping after-sales active. And to have the stamina for all this, technology relies on automation. New tools and the use of Artificial Intelligence (AI) emerge to mitigate errors and save human time.
“WhatsApp’s great advantage lies in bringing businesses and customers closer. With the right possibilities, it improves the consumer experience and keeps businesses attentive to market demands,” says Alberto Filho, CEO of Poli Digital, a Goiás-based company specializing in channel automation.
Among the developed solutions, the automatic conversation summary feature stands out, capable of condensing months of interaction history into just a few lines. This functionality was created especially for teams that share customer service, allowing a new member to quickly understand the contact’s history. “Our technology facilitates the handover between support and sales, making the transition of information between different areas more efficient, ensuring continuity in customer relationships,” explains Guilherme Pessoa, Head of Marketing.
Another innovation is message scheduling, which eliminates dependence on paper notes or memory. The edit/improve message button allows refining texts before sending, adjusting everything from spelling to tone, which can be friendly, formal, or persuasive.
“WhatsApp’s strength lies precisely in bringing the customer and the company together in the same space. With new possibilities, this connection can be transformed into a quality experience and a competitive edge,” explains the CEO of Poli Digital.
The big bet, however, is on PoliGPT, a generative artificial intelligence designed for small and medium-sized businesses. With it, Poli’s clients have access to a premium account on major conversational AI platforms, enabling them to plan marketing campaigns, create persuasive messages for mass distribution, and develop more advanced communication strategies with intelligent support—all in one place.
There are also intelligent closing functions with automations, which record the reason for ending a conversation and pave the way for remarketing actions. “This creates an opportunity for future re-engagement with the customer,” emphasizes Guilherme Pessoa, Head of Marketing at the company.
For Alberto Filho, the change is structural. “Automation, besides being an efficiency gain, is a way to maintain proximity and consistency with the customer. When the company understands the history and behavior, the bond becomes stronger and more lasting.”
In the executive’s assessment, the impact goes far beyond operational efficiency: the change is structural. “To automate means to shorten distances, maintain proximity, and boost sales. The more the company knows the customer’s history and behavior, the more consistent this bond becomes,” he concludes.
