Blip announces new solutions to optimize customer journey

During the third edition of Blip id, an event that brought together names such as Guilherme Horn of WhatsApp; Albervan Luz da Claro, Kaio Marin of Google and Luis Justo of Rock in Rio, Blip, the main conversational intelligence platform in the market, announced the launch of some embedded solutions in smart contacts for brands and customers. The news focuses on enhancing interactions, demand generation and payments as engines of opportunities and business. Some of the new features are Blip Go Personal, Blip Copilot, AI Agent and Blip Calls.

Roberto Oliveira, co-founder and CEO of Blip, commented during the opening of the event on the power of orchestration of autonomous AI and human agents in the generation of conversations to enhance marketing, sales and service results and how Smart Contact becomes a new digital asset for brands, just as websites were at the beginning of the internet and applications were in the era of online mobility. “We believe in conversational technology as a one-to-one relationship with the consumer and long-term, where companies and their customers can have a digital relationship with infinite and intelligent dialogues.

Among the novelties, Blip Go Personal arises to facilitate management, optimize governance and ensure visibility of interactions with consumers made individually by employees and relationship teams. As its name says, Go Personal allows companies to customize and have more and more monitoring of the digital relationship they have with their customers. According to Sergio Passos, co-founder and CTO (Chief Technology Officer) of Blip, with the solution companies that talk to their customers from different numbers in WhatsApp can centralize these numbers. In addition, companies can follow the contact that their employees have with the final customer. Still according to the monitoring of the client, Blipsa 1 has passed on the solution of personal automation of GoPS 0

Another solution officially launched during the event is Blip Copilot. A kind of AI helper for attendants and sellers who use the Blip platform. Blip Copilot helps the human service of companies with the help of AI in cases of transshipment. Among the features are the automatic summaries through the history of conversations between company and customer, the transcription of audios and suggestion of the best answers to be sent. “As an example of applying Blip Copilot, a financial company was able to reduce the average time of the first response by 33% and increased the service capacity of its” team by 21%, says Sergio. 

Another novelty is the AI Agent, which are autonomous agents of Artificial Intelligence. In this case, AI assumes the conversation with the end customer, reducing the need for human involvement in service. The solution uses Generative Artificial Intelligence to enhance the relationship with the customer by optimizing the service time with instant responses and retain customers with an increasingly personalized experience. The tool is already being used by some brands, including a nutrition and animal health company that has achieved a reduction of approximately 80% in the average cost of service.

“We are creating products that increasingly allow us to achieve hyper-personalization of the customer experience.We know how essential it is to respect the pace of conversation of people, so analyzing the data of these conversations in real time, using Artificial Intelligence, allows us to react quickly and continuously optimize the service and sales processes”, says the CTO. 

Frictionless and optimized customer journey

The hyper-personalization that Blip delivers also goes through the payment function in WhatsApp, operationalizing purchase intentions in transactions, without leaving the conversational platform. This has already yielded to a retailer in the pharmaceutical segment about R$5 million transacted by WhatsApp, in addition to reducing the service time by about 90%, meaning a decrease from 17 minutes to 2.

At the event, Blip also showed the Blip Calls applications, also integrated with WhatsApp and developed in partnership with Meta. The solution makes direct contact between company and user quickly by voice or video calls within the application, especially in cases where text negotiations are not enough to finalize a service or a purchase. “Although we love a good text, we also know that voice communication is powerful when it comes to connecting with people and generating results. Using voice is often more effective and also demonstrates more humanity and security for” customers, concludes Sergio.