Imagine an operation with more than 30 attendants, where a large part of the team is in the learning process, and the company needs to train them quickly without impacting the operation. Or, a brand facing a sudden increase in the volume of dissatisfied customers 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 platform belonging to LWSA, a digital solutions ecosystem for companies, to provide quick responses according to the company's context or even to transcribe and summarize an audio for better understanding and time saving – considering that 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 for a bold goal: to make companies serve their customers more quickly and accurately. This not only improves the customer experience but also strengthens the brand's reputation and drives business growth. And that is exactly what customers expect from companies: quick, efficient, and personalized service.
O WOZ, Octadesk's artificial intelligence, a customer service platform belonging to LWSA, a digital solutions ecosystem for companies, is changing the relationship between customers and companies. Since its launch a few months ago, AI has already reduced wait times for service by 70% and increased the sales conversion rate by 80%.
WOZ works in three modes: the first asco-pilot, in which it understands the questions, searches for the answer in its database, and instantly suggests the correct response for that request. Already in the functiontranscription, it transcribes and summarizes audios, facilitating the understanding of the client's scenario and resulting in time savings of up to 18 times for the team, and in the role ofagent, which will be launched soon, WOZ carries out the first service, resolving up to 80% of simple demands and, if necessary, forwards them to human service.
O WOZ offers companies a smarter and more personalized approach to resolving doubts and problems, even allowing them to choose the appropriate 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, born from Brazilian entrepreneurship, with the mission to turn dreams and plans into great businesses. 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 Brazil's leading customer service platforms, Octadesk manages over 4 million conversations and more than 1.5 million ticket openings per month.
In 2021, Octadesk was acquired in a multi-million dollar deal 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 clients," concludes Ricco.
