WhatsApp has long ceased to be just a space for quick conversations between friends and family. Today, it is also a showcase, customer service desk, and even a cash register. In Brazil, 95% of companies already use the platform to interact with customers, according to the International Data Corporation (IDC).
The logic is to be where the consumer is: providing good service, selling, resolving doubts, exchanging products, and keeping after-sales active. And to have the stamina for all this, technology relies on automation. New tools and the use of Artificial Intelligence (AI) emerge to mitigate errors and save human time.
“The great advantage of WhatsApp lies in bringing companies and customers closer. With the right possibilities, it improves the consumer experience and keeps businesses attuned to what the market demands,” says Alberto Filho, CEO of Poli Digital, a Goiás-based company specializing in channel automation.
Among the developed solutions, the automatic conversation summary feature stands out, capable of condensing months of interaction history into just a few lines. This functionality was created especially for teams that share customer service, allowing a new member to quickly understand the contact’s history. “Our technology facilitates the handover between support and sales, making the transition of information between different areas more efficient, ensuring continuity in the customer relationship,” explains Guilherme Pessoa, Head of Marketing.
Another innovation is message scheduling, which eliminates dependence on paper notes or memory. The correct/improve message button allows refining texts before sending, adjusting everything from spelling to tone, which can be friendly, formal, or persuasive.
“The strength of WhatsApp lies precisely in bringing the customer and the company together in the same space. With the new possibilities, it’s possible to turn this connection into a quality experience and a competitive edge,” explains the CEO of Poli Digital.
The big bet, however, is on PoliGPT, a generative artificial intelligence designed for small and medium-sized businesses. With it, Poli’s clients have access to a premium account on the main conversational AI platforms, enabling them to plan marketing campaigns, create persuasive messages for mass sending, and develop more advanced communication strategies with intelligent support, all in one place.
There are also intelligent closing functions with automations, which record the reason for ending a conversation and pave the way for remarketing actions. “This creates an opportunity for future re-engagement with the customer,” reinforces Guilherme Pessoa, Head of Marketing at the company.
For Alberto Filho, the change is structural. “Automation, besides being a gain in efficiency, is a way to maintain proximity and consistency with the customer. When the company understands the history and behavior, the bond becomes stronger and more lasting.”
In the executive’s assessment, the impact goes far beyond operational efficiency: the change is structural. “To automate means to shorten distances, maintain proximity, and boost sales. The more the company knows the customer’s history and behavior, the more consistent this bond becomes,” he concludes.
