le Biscoitê doesn't translate directly into a single, meaningful word in Italian. It needs context. It could be a: * **Proper noun:** A name of a place, company, or thing. More context is needed to translate it. * **A misspelling:** Possibly intended as a different word entirely. * **A technical/specific term:** Without further information, it's impossible to give an accurate translation. Please provide the context in which you encountered "Biscoitê".The specialist biscuit company for gift items with collectible packaging, saw a 120% increase in its average order value on WhatsApp after implementing Whizz Agent, the AI agent. OmniChatChat-commerce leader in Brazil and WhatsApp Business Solution Provider (BSP).
Stiftet i 2012 og i dag med 73 butikker i 15 brasilianske stater, startet Biscoitê sin digitale transformasjon under pandemien, da de begynte å selge via WhatsApp på en mer uformell måte. Med økende etterspørsel implementerte merket plattformen OmniChat for å automatisere kommunikasjon, og i 2023 integrerte de Whizz Agent, internt kalt "Maitê", for å skalere kundeservice og salg.
"The conversational channel proved to be more than a temporary alternative; it has become a growth engine with a ROI superior to our e-commerce," states Clara Calderano, head of digital at Biscoitê. "Our AI simultaneously serves over 100 customers and maintains personalized communication that reflects the essence of our brand."
The implementation strategy was gradual, with 15% of campaigns initially targeted towards AI. Today, approximately 70% of service is handled by Maitê, trained based on best practices and scripts from human salespeople. Thanks to natural and personalized language, the use of artificial intelligence with customers has proven effective, and many don't realize they're speaking to a tool in a significant portion of the interactions.
The initiative's success is based on a collaborative model between humans and AI that leverages the best characteristics of each. "We created an ecosystem where our most experienced agents feed the AI training, while the technology frees up the human team for situations requiring greater sensitivity and creativity," explains Clara. The company developed an intelligent overflow system where more complex inquiries or special negotiations are automatically routed to human agents, ensuring the best possible customer experience.
På Biscoitê søker vi alltid å forene tradisjon og innovasjon, og bruken av kunstig intelligens i WhatsApp-kundeservice er et tydelig eksempel på dette. Maitê lar oss skalerer vår drift uten å gi slipp på omsorgen og personaliseringen som er varemerker for vår erfaring. Med en integrert drift mellom e-handel, fysiske butikker og automatisert kundeservice, er vi klare til å betjene kundene våre med effektivitet og ekspertise, når som helst på døgnet. Vi er svært fornøyde med resultatene og trygge på at dette bare er begynnelsen på en ny vekstfase, sier Raul Matos, CEO i Biscoitê.
Daglig overvåking av samtalene gjør det mulig med kontinuerlige justeringer av algoritmen, i en prosess med kontinuerlig læring. "Det er en symbiose mellom menneskelig arbeid og kunstig intelligens. Våre medarbeidere analyserer interaksjonene, identifiserer suksessmønstre og flaskehalser, og finstiller kontinuerlig Maitês funksjonalitet. Vi ser at agenten er forberedt på stadig flere kampanjekjøringer, og klar til å håndtere et uendelig antall kunder som ønsker å fullføre kjøpet samtidig, og når som helst," legger topplederen til.
"Biscoitê's experience exemplifies how companies are transforming their operations by centralizing their communication channels into an integrated strategy, using generative AI," says Mauricio Trezub, CEO of OmniChat. "WhatsApp has transitioned from simply a contact channel to a robust sales platform, which, with intelligent automation, operates 24 hours a day without losing the human touch."
Among the differentiators of the implemented model is the integration between the OmniChat system, the e-commerce platform, and the point-of-sale systems of the physical stores, which function as Hubs For online sales deliveries. In certain locations, orders can be delivered within two hours, significantly improving the customer experience.
The results were even more impressive; we tripled our ROI compared to the same period of Easter 2024. With the overflow of campaign broadcasts, 100% generated within Whizz (Maitê), we achieved even higher sales, with a 31% increase in overall WhatsApp sales, bringing results as positive as what we achieved at Christmas," concludes Clara.
