Consumer Day: check out essential tips to increase the relationship with your customer through Artificial Intelligence 

One of the most expected dates of the year is the Consumer Day, celebrated on March 15, which falls on the third Saturday of the month. According to the Federation of Trade in Goods, Services and Tourism of Sao Paulo (FecomercioSP), the recommendation for trade in general is that the Consumer Week, this year, is held between March 9 and 15. The period is even called Black Friday of the first half, since many stores offer the opportunity for consumers to purchase products and services with discounts.

However, with the AI revolution allied to the protagonism of the customer, it is increasingly common that customer service is one of the pillars of this date. Conversational commerce is essential for brands to capture customer attention, which is increasingly difficult, in addition to serving it with excellence through the tools that artificial intelligence offers. That is, for this to happen, brands will have to raise the level of creativity and relevance to capture interest amid the competition, integrating cutting-edge artificial intelligence into the customer engagement strategy, creating conversations that strengthen a deep connection between them. 

According to the Business Messaging and the Future of Customer Experience in Brazil report, produced by Gupshup in 2024, more than half (52.7%) of Brazilian respondents identify “the ability of both parties to listen to” as the most important quality of a genuine conversation.This shows that the new era of AI seeks more real, empathetic and human online relationships, like those that consumers have with a trusted friend.

To learn more about using Conversational AI adoption on this Consumer Day to engage with customers, qualify leads, and optimize operating costs, check out the tips Renata Martins of Gupshup broke up: 

1. Focus on your customer's attention 

In an increasingly competitive world, talking to the consumer in a more accurate and personalized way is gaining more and more strength and gaining customer attention is one of the main differentiators of a brand. For this, AI tools must understand the signs that make conversations more natural and engaging, since it is essential to strengthen this connection with your consumer. In addition, effective communication is one of the fundamental strategies to increase engagement. 

With the sheer volume of information available, these technologies need to be used to better understand the consumer and personalize the user experience. Companies can use machine learning algorithms to identify patterns of consumer behavior and offer content and products that are most relevant to them. In addition, data analytics can help identify opportunities to improve the user experience and offer products and services.

2. Know that every conversation matters

Conversations play a crucial role in business growth as they build trust, break down barriers, inspire new ideas and drive innovation.To truly create a conversation that is relevant, and that arises from any interaction, content authenticity becomes increasingly important to retain the consumer. 

Companies should focus on producing genuine, personalized content.This can help build consumer trust in the brand and create a stronger emotional bond with it. At Gupshup, there is the principle of transforming the customer experience through meaningful dialogues.After all, every conversation matters!

The great learning from this is that the evolution of AI has become a fundamental tool for customer knowledge. This increases the role of the seller with assisted selling because, with a unique content, different and focused on the consumer experience, the conversation plays a crucial role in discovering the interests of this still unknown customer. 

3. Uses and abuses of agentive AI 

Agentic AI is essential for creating personalized conversations, as it allows artificial intelligence systems to make autonomous decisions and adapt their responses with more context, naturalness and relevance. One point that should be highlighted is that AI can learn from previous interactions by adjusting tone, language and themes based on the person's preferences.

Unlike traditional AIs that only respond based on a single input, an agentic AI can store relevant information and maintain context throughout the conversation, making the dialogue more fluid and coherent. It can make proactive decisions, suggesting relevant topics, adjusting the style of the conversation or even anticipating user needs without having to explicitly request it. Customized conversations require dynamic and adaptable responses, something that the agentic AI can do better by recognizing patterns and emotions in communication. 

That is, agentic AI makes interactions more realistic, for example, among our customers already using agentic AI are Saudi automotive company Petromin, with a customer service solution via WhatsApp; brazilian fashion retailer Reserva, with an agent for product discovery and customer engagement; and an Indian spice brand, which created an agent that provides food recipes.

4. Avoid cart abandonment rate by WhatsApp

Finally, the goal is to understand how to convert that consumer who needs to create a connection to feel safe and make the purchase. Making e-commerce less impersonal through personalization is the great paradigm shift brought by agentic AI. This escalation, capable of making the message channels more humanized, makes the journey of cart abandonment as humanized as possible, closer to a real-time experience with a seller. This is only possible precisely by answering the questions that consumers asked when they put a product in the cart, but did not buy it and, with the arrival of the agentic AI, it becomes easier to move forward in this conversation until there is overflow, giving a fertile territory to a consumer.