Imagine an operation with over 30 attendants, where a large part of the team is in a learning process, and the company needs to quickly train them, without impacting the operation. Or a brand facing a sudden increase in the volume of upset customers after a misinterpreted communication.
If before, these two scenarios were synonymous with crisis, now, with the arrival of artificial intelligence (AI), the reality is different. Just click on the magic wand icon and ask WOZ, the generative artificial intelligence from Octadesk, a customer service platform belonging to LWSA, an ecosystem of digital solutions for companies, to provide quick responses according to the company’s context or even to transcribe and summarize an audio for better understanding and time saving – considering that Brazil is the country that sends the most audio messages in the world, four times more than any other, according to Meta executive, Will Cathcart.
With technology powered by ChatGPT, the company aims at a bold objective: to make companies serve their customers with more agility and assertiveness. This not only improves the customer experience, but also strengthens the brand’s reputation and drives business growth. And that is exactly what customers expect from companies: agile, efficient, and personalized service.
WOZ, the artificial intelligence from Octadesk, a customer service platform belonging to LWSA, an ecosystem of digital solutions for companies, is changing the relationship between customers and companies. Since its launch a few months ago, the AI has already reduced the waiting time for support by 70% and increased the sales conversion rate by 80%.
The WOZ works in three modalities: the first as a co-pilot, where it understands the questions, searches for the answer in its database, and instantly suggests the correct answer for that request. In the transcription function, it transcribes and summarizes audios, making it easier to understand the customer’s scenario and resulting in a time saving of up to 18 times for the team. In the role of an agent, which will be launched soon, the WOZ handles the initial contact, solving up to 80% of simple demands and, if necessary, forwards to human support.
The WOZ offers companies a smarter and more personalized approach to solving doubts and problems, even allowing to choose the appropriate tone of voice for each interaction. “The WOZ redefines the perception of robotic service, offering an experience that closely resembles a humanized conversation,” says Rodrigo Ricco, founder and CEO of Octadesk.
How Octadesk was born
Octadesk is a SaaS (Software as a Service) startup, a result of Brazilian entrepreneurship, born with the mission of turning dreams and plans into big businesses. The company was founded in 2015 when Rodrigo Ricco and Leandro Ueda decided to revolutionize customer relationship management and offer agility, precision, and scale through cutting-edge technology. As one of the leading service platforms in Brazil, Octadesk manages over 4 million conversations and more than 1.5 million ticket openings per month.
In 2021, Octadesk was acquired in a million-dollar deal by LWSA and integrated into the digital solutions ecosystem of one of the leading companies in the technology and e-commerce industry. “Our goal is to create new 100% national solutions and ensure the best experience between companies and customers”, concludes Ricco.
