Imagine an operation with over 30 attendants, where a large part of the team is in the learning process, and the company needs to train them quickly without impacting operations. Or, a brand facing a sudden increase in the volume of dissatisfied customers following a misinterpreted communication.
Whereas previously, these two scenarios were synonymous with crisis, now, with the advent of artificial intelligence (AI), the reality is different. Simply click 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 responses based on the company's context, or even to transcribe and summarize an audio 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 agility and assertiveness. This not only improves the customer experience but also strengthens the brand's reputation and drives business growth. And this is precisely what customers expect from companies: agile, efficient, and personalized service.
WOZ, the artificial intelligence of 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 wait times for service by 70% and increased the sales conversion rate by 80%.
WOZ operates in three modes: the first as a copilot, where it understands the questions, searches for the answer in its database, and instantly suggests the correct response for that request. In the transcription, function, it transcribes and summarizes audio, facilitating the understanding of the customer's scenario and resulting in time savings of up to 18 times for the team. In the role of agent, which will be launched soon, WOZ handles the initial service, resolving up to 80% of simple demands and, if necessary, escalates it to human support.
WOZ offers companies a more intelligent and personalized approach to resolving queries and problems, even allowing the selection of the appropriate tone of voice for each interaction. “WOZ redefines the perception of robotic service, offering an experience that closely resembles a humanized conversation,” says Rodrigo Ricco, founder and general director 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 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 scale through cutting-edge technology. As one of Brazil's leading customer service platforms, 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% national solutions and ensure the best experience between companies and customers,” concludes Ricco.
