Consumer Day, celebrated annually on March 15th, is marked by numerous promotional actions carried out by companies, but the actions are not limited to a single day, potentially extending until the end of the month. The period is even referred to as the first semester’s Black Friday, as many stores offer discounts on products and services for consumers.
A survey conducted by Reclame AQUI, a Brazilian website for filing complaints against companies, found that 51.2% of the surveyed customers prefer to pay more for a product as long as the purchasing process is satisfactory. The AI revolution, coupled with the customer’s protagonism, makes conversational commerce one of the pillars for brands to capture customer attention. And to make this happen, brands are elevating their level of creativity and relevance to capture customer interest, integrating cutting-edge artificial intelligence into engagement strategies and generating conversations that strengthen a deep connection between them.
According to the report ‘Business Messaging and the Future of Customer Experience in Brazil,’ produced by Gupshup in 2024, more than half (52.7%) of Brazilian respondents identified ‘the ability of both parties to listen to each other’ as the most important quality of a genuine conversation. This shows that the new era of AI seeks more real, empathetic, and human online relationships, similar to those consumers have with a trusted friend.
To deepen knowledge about the adoption of Conversational AI in customer interactions, qualify leads, and optimize operational costs, Customer Success Manager at Gupshup, shares some tips.
- Focus on your customer’s attention
Speaking to the consumer more precisely and personally is gaining increasing traction, and capturing the customer’s attention is one of the main differentiators of a brand. To achieve this, AI tools must understand the signals that make conversations more natural and engaging, as it is an essential way to strengthen a connection with the customer. Effective communication is one of the fundamental strategies to increase engagement.
With the high volume of available information, new technologies are needed to understand the customer and personalize their experience. Companies can use machine learning algorithms to identify customer behavior patterns and offer what is most relevant to them.
- Know that every conversation matters
Conversations play a crucial role in business development, as they build trust, break barriers, inspire new ideas, and drive innovation. To create a truly relevant conversation, the authenticity of the content becomes increasingly important to retain the customer.
Companies should focus on producing genuine and personalized content. This can help create a stronger emotional bond with customers. At Gupshup, the principle is to transform the customer experience through meaningful dialogues. After all, every conversation matters!
- Leverage agentic AI to the fullest
Agentic AI is essential for creating personalized conversations, as it allows AI systems to make autonomous decisions and adapt their responses with more context, naturalness, and relevance. One key point is that AI can learn from previous interactions and adjust the tone, language, and topics based on each individual’s preferences.
Unlike traditional AI, which only responds based on a single input, agentic AI can store relevant information and maintain context throughout the conversation, making the dialogue smoother and more coherent. It can make proactive decisions, suggest relevant topics, adjust the conversation style, or even anticipate user needs without explicit requests. Personalized conversations require dynamic and adaptable responses, something agentic AI excels at by recognizing patterns and emotions in communication.
Among Gupshup’s clients already using agentic AI are Saudi automotive company Petromin, with a WhatsApp-based customer service solution; Brazilian fashion retailer Reserva, with an agent for product discovery and customer engagement; and an Indian spice brand, which created an agent that provides cooking recipes.
- Avoid shopping cart abandonment via WhatsApp
It’s crucial to understand how to convey security to the customer so they feel safe and complete the purchase. Making e-commerce less impersonal through personalization is the significant paradigm shift brought by agentic AI.
This escalation, capable of making messaging channels more humanized, also makes the shopping cart abandonment process more human and closer to a real-time experience with a salesperson. This is only possible by answering the questions consumers had when they added a product to the cart but didn’t purchase it. With the advent of agentic AI, it becomes easier to advance this conversation until there is a ‘nudge,’ giving that indecisive consumer a little push. Undoubtedly, it’s a very fertile territory to explore.
