Artificial Intelligence reduces customer service response time by 70%

Imagine an operation with more than 30 attendants, where much of the team is in the process of learning, and the company needs to train them quickly, without impacting the operation. Or, a brand facing a sudden increase in the volume of customers frittered after a misinterpreted communication. 

If before, these two scenarios were synonymous with crisis, now, with the arrival of artificial intelligence (AI), the reality is different. Just click on the magic wand icon and ask WOZ, Octadesk's generative artificial intelligence, service platform belonging to LWSA, ecosystem of digital solutions for companies, provide quick answers according to the company context or even for it to transcribe and summarize an audio for better understanding and gain time 'since 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 the technology powered by ChatGPT, the company aims at a bold goal: to make companies serve their customers with more agility and assertiveness. This not only improves the customer experience, but also strengthens the brand reputation and drives business growth.And that is exactly what customers expect from companies: an agile, efficient and personalized service.

WOZ, the artificial intelligence of Octadesk, a customer service platform owned by LWSA, an ecosystem of digital solutions for companies, is changing the relationship between customers and companies. Since its launch a few months ago, AI has already reduced the waiting time for service by 70% and increased the sales conversion rate by 80%.

WOZ works in three modalities: the first as copilot, in which he understands the questions, searches for the answer in his database and instantly suggests the correct answer to that request transcription, It transcribes and summarizes audios, facilitating the understanding of the customer scenario and resulting in a time savings of up to 18 times for the team, and in the role of agent, which will be launched soon, WOZ performs the first service, solving up to 80% of the simple demand and, if necessary, it forwards to human service.

WOZ offers companies a smarter, more personalized approach to solving questions and problems, even allowing them to choose the right tone of voice for each interaction.“O 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, the result of Brazilian entrepreneurship, which was born with the mission of transforming dreams and plans into great business. 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 the main service platforms in Brazil, Octadesk manages more than 4 million conversations and more than 1.5 million ticket openings per month.

In 2021, Octadesk was acquired in a millionaire negotiation 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, Ricco concludes.