During the third edition of Blip id, event that brought together names like Guilherme Horn from WhatsApp; Albervan Light of Claro, Kaio Marin from Google and Luis Justo from Rock in Rio, a Blip,main conversational intelligence platform in the market,announced the launch of some embedded solutions in smart contacts for brands and customers. The news focuses on enhancing interactions, demand generation and payments as engines 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 opening of the event about the power of orchestrating autonomous AI agents and humans in generating conversations to enhance marketing results, sales and service 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 era of online mobility."We believe in conversational technology as a one-to-one relationship with the consumer and a long-term one", where companies and their customers can have a digital relationship with endless and intelligent dialogues. In this sense, Blip has become a vehicle for transformation and business generation, comment on the executive
Among the news, Blip Go Personal emerges to facilitate management, optimize governance and ensure visibility of interactions with consumers made individually by employees and relationship teams. As the name itself says, Go Personal allows companies to customize and increasingly monitor the digital relationship they have with their customers. According to Sérgio Passos,co-founder and CTO (Chief Technology Officer) of Blip,with the solution companies that communicate with their customers from different numbers on WhatsApp can centralize these numbers. Furthermore,companies can monitor the contact that their employees have with the end customer. According to the executive, companies that have already tested Blip Go Personal started to record NPS above 80, having an increase of about 20% in customer service per month.This affordable solution enables the automation of interactions, integration with channels like WhatsApp and Facebook Messenger, in addition to monitoring metrics to optimize communication and the efficiency of business or personal projects, explain Sérgio
Another solution officially launched during the event is the Blip Copilot. A kind of AI assistant for attendants and sellers using the Blip platform.Blip Copilot assists human customer service in companies with the help of AI in overflow cases.Among the features are automatic summaries through the history of conversations between the company and the customer, the transcription of audio and suggestion of the best responses to be sent. "As an example of the application of Blip Copilot", a financial company managed to reduce the average time of the first response by 33% and increased its team's service capacity by 21%, account Sérgio.
Another novelty is the AI Agent, what are autonomous agents of Artificial Intelligence. В цьому випадку, the 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 the customer relationship by optimizing service time with instant responses and retaining customers with an increasingly personalized experience. The tool is already being used by some brands, among them, a nutrition and animal health company that achieved a reduction of approximately 80% in the average service cost
We are creating products that increasingly allow for hyper-personalization of the customer experience. We know how essential it is to respect people's conversation pace, значить, analyze the data from these conversations in real time, using Artificial Intelligence, allows us to react quickly and continuously optimize service and sales processes, says the CTO.
Frictionless and optimized customer journey
The hyper-personalization that Blip delivers also extends to the payment function on WhatsApp, operationalizing purchase intentions in transactions, without leaving the conversational platform. This has already generated around R$5 million for a retailer in the pharmaceutical sector transacted via WhatsApp, in addition to reducing service time by about 90%, meaning a decrease from 17 minutes to 2
На заході, Blip also showcased the applications of Blip Calls, similarly integrated with WhatsApp and developed in partnership with Meta. The solution enables direct contact between the company and the user quickly through voice or video calls within the app, mainly in cases where text negotiations are 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. Use the voice, many times, is more effective and also demonstrates more humanity and security for customers, concluded Sérgio
