According to a Deloitte survey, Brazilian business owners plan to maintain or increase investment and returns in modern technologies to meet the demands of the new discerning customer. In this context, robots have become allies for faster transactions, increasing team productivity and optimizing everyone’s time. Besides improving the consumer experience, they are the bet for 2025.
Robots are indispensable for business
Digital transformation has brought new paradigms to all sectors, transforming consumer behavior. Now, they are online and seek fast services on virtual platforms, whether to buy something, check reviews or even contact the brand.
According to Carlos H. Mencaci, CEO of Total IP, the company must be prepared for these interactions. By relying on robots, it’s possible to accelerate results in a fully personalized way. “We teach, and the executive builds their bots very easily. Any employee can adjust settings and install new features,” he says. This way, it’s possible to generate even more autonomy in processes and have real-time monitoring, with metrics in reports and dashboards intuitive.
This way, the business can truly assimilate growth, as there is constant evaluation of results. All this while counting on the security of having specialized support 24 hours a day, seven days a week. Thus, it never feels helpless, and operations never pause.
3 types of robots to accelerate results
There are several robot models, each with specificities. Total IP can even develop new exclusive projects according to the client’s needs. Therefore, Mencaci highlighted some options. Check them out:
Advanced Receptive: provides various information in pre-service, before human interaction. It can handle repetitive operations such as:
- Directing calls to departments;
- Providing card balance;
- Medical appointment times;
- Duplicate bills;
- Card password changes and much more.
Active: automated simultaneous call distribution to databases, allowing interactions via voice commands. Its goal is to boost effective contacts and even direct them to support queues, such as:
- Confirmation of medical appointments and exams;
- Profile updates;
- Contact with the right person;
- Presentation of a product and/or service;
- Debt negotiation and much more.
Survey: functions as a menu at the end of the call, requesting customer feedback. It’s an effective strategy to analyze operation performance. Its main applications are:
- Satisfaction surveys for NPS (Net Promoter Score)
- Quality surveys regarding a product and/or service provided;
- Internal surveys between companies and their employees;
- Indicator reports for feedbacks and much more.
Finally, the dialogues are humanized, with male and female voices, and offer various other configuration possibilities. “Automating repetitive tasks is the best strategy for any company, regardless of the sector, because it ensures positive results,” he concludes.
