During the third edition of Blip ID, an event that brought together names such as Guilherme Horn from WhatsApp; Albervan Luz from Claro, Kaio Marin from Google, and Luis Justo from Rock in Rio, Blip, the leading conversational intelligence platform in the market, announced the launch of some embedded solutions in smart contacts for brands and clients. The news focuses on enhancing interactions, demand generation, and payments as drivers 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 event opening about the power of orchestrating autonomous AI agents and humans in generating conversations to enhance marketing, sales, and customer service results, and how Intelligent Contact becomes a new digital asset for brands, just as websites were at the beginning of the internet and apps were in the online mobility era."We believe in conversational technology as a one-on-one, long-term relationship with the consumer, where companies and their customers can have a digital relationship with infinite and intelligent dialogues. In this sense, Blip has become a vehicle for transformation and business generation," comments the executive.
Among the new features, Blip Go Personal has emerged to facilitate management, optimize governance, and ensure visibility of interactions with consumers made individually by employees and relationship teams. As the name suggests, Go Personal allows companies to customize and increasingly monitor the digital relationship they have with their clients. According to Sérgio Passos, co-founder and CTO (Chief Technology Officer) of Blip, with the solution, companies that communicate with their customers through different numbers on WhatsApp can centralize these numbers. Additionally, companies can monitor the contact their employees have with the end customer. According to the executive, companies that have already tested Blip Go Personal have started to record NPS above 80, with an increase of about 20% in customer service per month."This affordable solution enables automation of interactions, integration with channels like WhatsApp and Facebook Messenger, as well as monitoring metrics to optimize communication and the efficiency of business or personal projects," explains Sérgio.
Another solution officially launched during the event is Blip Copilot. A kind of AI assistant for the support staff and salespeople who use the Blip platform.The Blip Copilot assists human customer service teams with AI support in overflow cases.Among the features are automatic summaries through the conversation history between the company and the client, audio transcription, and suggestions for the best responses to be sent."As an example of Blip Copilot's application, a financial company managed to reduce the average first response time by 33% and increased its team's service capacity by 21%," says Sérgio.
Another new feature is the AI Agent, which are autonomous Artificial Intelligence agents. In this case, AI takes over the conversation with the end customer, reducing the need for human involvement in customer service.The solution uses Generative Artificial Intelligence to enhance customer relations by optimizing response times with instant answers and fostering customer loyalty through an increasingly personalized experience. The tool is already being used by some brands, including a company specializing in animal nutrition and health that achieved an approximately 80% reduction in average service cost.
"We are creating products that increasingly enable hyper-personalization of the customer experience. We know how essential it is to respect people's conversation pace, so analyzing the data from these conversations in real time using Artificial Intelligence allows us to respond quickly and continuously optimize the customer service and sales processes," says the CTO.
Frictionless and optimized customer journey
The hyper-personalization that Blip delivers also involves the payment function on WhatsApp, operationalizing purchase intentions into transactions without leaving the conversational platform. This has already resulted in approximately R$5 million in transactions through WhatsApp for a pharmaceutical retailer, in addition to reducing the service time by about 90%, decreasing from 17 minutes to 2.
At the event, Blip also showcased the applications of Blip Calls, which is also integrated with WhatsApp and developed in partnership with Meta. The solution establishes direct contact between the company and the user quickly through voice or video calls within the app, especially in cases where text communication is not sufficient to complete 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 the voice is often more effective and also demonstrates more humanity and confidence to clients," concludes Sérgio.
