Imagine an operation with over 30 customer service representatives, where a large part of the team is in the learning process, and the company needs to train them quickly without impacting operations. Or, consider a brand facing a sudden increase in the volume of disgruntled customers after a misinterpreted communication.
Previously, these two scenarios were synonymous with crisis, but now, with the arrival of artificial intelligence (AI), the reality is different. Simply click on the magic wand icon and ask WOZ, the generative artificial intelligence of Octadesk, a customer service platform belonging to LWSA, an ecosystem of digital solutions for companies, to provide quick answers according to the company's context, or even to transcribe and summarize an audio message for better understanding and time savings – 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 for a bold goal: to enable businesses to serve their customers with greater speed and accuracy. This not only improves the customer experience but also strengthens brand reputation and drives business growth. And that's exactly what customers expect from companies: fast, 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 businesses. Since its launch a few months ago, the AI has already reduced customer service wait times by 70% and increased sales conversion rates by 80%.
WOZ operates in three modes: first, as a co-pilot , where it understands questions, searches its database for answers, and instantly suggests the correct response. In transcription , it transcribes and summarizes audio, facilitating understanding of the customer's situation and resulting in time savings of up to 18 times for the team. Finally, in the agent , which will be launched soon, WOZ handles initial inquiries, resolving up to 80% of simple requests and, if necessary, forwarding them to a human agent.
WOZ offers companies a smarter and more personalized approach to resolving questions and problems, even allowing them to choose the appropriate tone of voice for each interaction. "WOZ redefines the perception of robotic customer 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 product of Brazilian entrepreneurship, born with the mission of transforming dreams and plans into great businesses. The company was founded in 2015 when Rodrigo Ricco and Leandro Ueda decided to revolutionize customer relationship management and offer agility, precision, and scalability through cutting-edge technology. As one of the leading customer 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 multi-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% Brazilian solutions and guarantee the best experience between companies and customers," concludes Ricco.
