Video Conversational AI

Mastering Customer Engagement with Video Conversational AI

In today’s digital age, where information is at our fingertips and attention spans are shrinking, mastering customer engagement is paramount for businesses aiming to thrive. Video Conversational AI is a game-changing tool that has been making waves in the world of customer engagement. This article will look at how it can improve customer engagement and overall customer satisfaction.

The Rise of Video Conversational AI

Static text-based content may no longer be enough to achieve customer satisfaction in the digital era. When combined with Artificial Intelligence (AI), video has emerged as a powerful tool to share information. Video Conversational AI combines the best of both worlds to create dynamic, personalized, and engaging consumer encounters.

Why Video Conversational AI Matters

Enhanced Customer Experience

Video Conversational AI elevates the customer experience to a whole new level by enabling businesses to offer real-time assistance through interactive video conversations. Customers no longer need to navigate through endless text-based FAQs or wait on hold for support. Instead, they can engage in meaningful conversations with a virtual assistant that transmits empathy by simulating human-like conversations and answers using genuine language, tone, and facial expressions, making customers feel understood and valued.

Personalization at Scale

One of the most notable advantages of this technology is its ability to provide customized interactions at scale. AI-powered assistants can personalize video interactions to each customer’s interests and demands by evaluating user data and behavior. This level of personalization boosts not only engagement but also customer loyalty.

Time Efficiency

Time is a precious resource in today’s fast-paced environment. Video Conversational AI can respond promptly to consumer requests, reducing wait times while improving efficiency. Customers appreciate businesses that value their time, and this may have a huge impact on a brand’s reputation.

Implementing Video Conversational AI

Understand Your Customers

Before diving into this technology, it’s crucial to understand your customers. What are their pain points, preferences, and expectations? Tailoring your video content to address these factors will maximize its impact.

High-Quality Content

The quality of the content is critical to the success of any Conversational AI tool. The quality of the answers and support provided by a virtual assistant will be defined by how clear and complete your knowledge base is. So building and updating your knowledge base will be crucial to ensure maximum efficiency and customer satisfaction.

Continuous Improvement

This is not a one-and-done solution. It requires continuous improvement and optimization. Regularly analyze user interactions, gather feedback, and fine-tune your AI to provide even better customer experiences.

In conclusion, Conversational AI is not just a trend; it is a game-changer in the world of customer service. By implementing AI-powered solutions such as conversational chatbots, businesses can provide exceptional user experiences, boost efficiency, and gain valuable insights into customer behavior. As we move forward into the digital era, staying ahead with video avatars and Conversational AI is a strategic move that can set your business apart from the competition.

At, we believe that staying one step ahead is the key to exceeding customers’ expectations, so adding video conversational AI to our solutions suite was a no-brainer.

The platform combines a series of technologies that can provide a significant competitive edge in delivering exceptional customer experiences.

Generative AI in Customer Service

Generative AI in Customer Service: Revolutionizing Support

Since Open AI launched ChatGPT almost a year ago, companies from every industry have begun to explore how generative AI can enhance the efficiency and effectiveness of their customer experience offering. Although automation and other technologies have evolved to support customer interactions, generative AI and large language models (LLM) represent a ground breaking step forward.

What is generative AI?

Generative AI is a branch of artificial intelligence that can process vast amounts of data to create an entirely new output. It is designed to generate content, such as text, images, music, or even videos. It does this by learning from large datasets of existing content and then using that knowledge to create new, original content.

Why use generative AI in customer service?

Customers found bot-to-human interactions frustrating, so business executives resisted implementing automation solutions in the past. With sloppy, rules-based first-generation bots, this was a valid concern. But technology has advanced significantly since then.

The increased capacity of Gen AI chatbots to engage with humans simply and naturally makes using this technology in a customer-facing environment a no-brainer. Generative AI provides faster, better support, from improving the conversational experience to supporting agents with suggested responses.

How to use generative AI in customer service

Generative AI can be used in customer service to enhance various aspects of the customer experience. Let’s take a look at five examples.

  1. Automated Chatbots: Generative AI can power chatbots that can handle routine customer inquiries and provide quick responses 24/7. These chatbots can understand natural language and generate human-like responses to common questions, helping customers find information or resolve issues without human intervention.
  1. Personalized Responses: Generative AI can analyze customer data to personalize responses. For example, it can generate responses tailored to a customer’s purchase history, preferences, or previous interactions, making the customer feel heard and valued.
  1. Multi-language Support: Generative AI can be trained to understand and respond in multiple languages, enabling businesses to provide customer support to a global audience without the need for a large team of multilingual agents.
  1. Email Responses: AI-powered email response systems can generate personalized email responses to customer inquiries. This is particularly useful for handling a high volume of customer emails efficiently.
  1. Quality Assurance: AI can be used to review and suggest improvements to customer service responses generated by human agents. This can help maintain consistency and quality in customer interactions.


While the overall outcome of welcoming Gen AI to the new era of customer service is positive, it is essential to ensure that AI-generated responses are ethical and align with your company’s values and guidelines.

It is equally important to understand that while AI can handle many tasks, it’s still necessary to have human agents available for complex or sensitive customer interactions.

And lastly, we must understand that like any other technology, Generative AI requires continuous maintenance, so regularly updating and training your AI systems to improve their accuracy and relevance in customer interactions.

Generative AI has the potential to significantly enhance customer service by providing efficient, consistent, and personalized support. However, it should be used thoughtfully and in conjunction with human agents to deliver the best possible customer experience.

Customer Experience WhatsApp

Chatbots on Speed Dial: Enhancing the Customer Experience through WhatsApp

In today’s fast-paced digital landscape, customer experience plays a critical role in the success of businesses. With the increasing demand for instant solutions and personalized interactions, companies are turning to innovative technologies to engage with their customers effectively.

The use of chatbots on popular messaging services such as WhatsApp is one such technology that has gained great acceptance. In this article, we will delve into the world of chatbots and explore how they are transforming customer experiences by being just a tap away.

The Rise of Chatbots in Customer Service

Customer service has historically involved extensive wait times and time-consuming processes. Chatbots, on the other hand, have reshaped this landscape by providing immediate assistance. Chatbots can understand and reply to user queries more efficiently thanks to advances in Natural Language Processing (NLP) and AI. This has led to their widespread adoption across industries, from e-commerce to insurance.

Why WhatsApp?

With over two billion active monthly users, WhatsApp is an excellent platform for businesses to interact with their customers. Its ease, accessibility, and familiarity make it an appealing choice for deploying chatbots. Recent research has concluded that one out of four people use WhatsApp for personal conversations, so interacting with a business on the same platform feels natural.

Automating Responses and Information Retrieval

Chatbots on WhatsApp excel at automating everyday interactions. Customers can get answers to commonly asked questions, order progress updates, and general inquiries in real-time. This guarantees that consumers receive the information they require as soon as possible, resulting in increased levels of satisfaction.

Personalized Recommendations and Assistance

Sophisticated chatbots can analyze customer preferences and behaviors to offer personalized recommendations. Whether it’s suggesting products based on previous purchases or guiding users through troubleshooting processes, chatbots provide a tailored experience that resonates with customers.

Creating Your WhatsApp Chatbot

Choosing the Right Chatbot Platform

Selecting the appropriate chatbot platform is crucial. Businesses need to assess their requirements and choose a platform that aligns with their goals. Some platforms such as offer no-code or low-code options, simplifying the chatbot creation process.

Designing Conversational Flows

The design of your chatbot’s conversational flow is essential for a seamless user experience. The interactions should mimic natural conversations, with the chatbot guiding users through the process effortlessly.

Integration with CRM and Data Analysis

Integrating the chatbot with your customer relationship management (CRM) system allows for a holistic view of customer interactions. Analyzing chatbot data provides insights into user behavior and preferences, enabling businesses to refine their strategies.

Overcoming Obstacles and Drawbacks

The Balance Between Automation and Human Touch

While automation is essential, businesses must find the right balance between automated interactions and human touch. Certain queries may require empathy and nuanced understanding, which only humans can provide. Chatbots complement human agents by handling routine queries and tasks, allowing human agents to focus on more complex and empathetic interactions.

Data Privacy and Security Concerns

Collecting and handling customer data raises privacy and security concerns. Businesses must ensure that their chatbots comply with data protection regulations and provide clear information about data usage.


WhatsApp chatbots have emerged as essential tools for improving the customer experience in the age of digital communication. Businesses may develop deeper connections with customers and drive growth by providing instant responses, personalized interactions, and round-the-clock availability.  As technology continues to evolve, embracing the power of chatbots on platforms like WhatsApp will undoubtedly be a game-changer for businesses striving to deliver exceptional customer service.

Contact us to learn more about how the Conversational AI platform can help you meet your customers where they are, and drive exceptional results for your business.

Insurance Assistance with Conversational AI

Elevating Insurance Assistance with Conversational AI

Imagine a world where customers embark on insurance journeys that feel effortless. They ask questions, seek advice, and receive responses that cater to their unique needs. Welcome to the era of Artificial Intelligence, where Conversational AI becomes the bridge between your expertise and their understanding, facilitating meaningful interactions that empower customers to make informed decisions.

Conversational AI isn’t just about providing answers; it’s about understanding the intention behind the questions. It’s about speaking the language of your customers, addressing their concerns, and making them feel valued. In this article, we’ll explore the substantial benefits insurance companies can obtain from implementing AI-powered customer service.

1. Enhancing Customer Satisfaction Through Personalization

AI-driven customer service allows insurance companies to tailor interactions to individual customers. By analyzing previous interactions, policyholder preferences, and behaviors, AI can offer personalized recommendations and solutions.
Conversational AI is not merely a tool for efficiency; it’s a canvas for crafting exceptional experiences. It breaks down the barriers of complex insurance jargon, making your expertise accessible to all. Through natural language processing, it communicates in a way that resonates with your customers, ensuring clarity and understanding.
This personalized approach fosters a stronger emotional connection between customers and the insurance company, leading to increased loyalty and retention rates.

2. 24/7 Availability and Instant Responses

Traditional customer service often has limited working hours, leading to frustrating delays for customers seeking assistance. AI-powered chatbots operate around the clock, allowing your customers to obtain help whenever they need it. Instant responses to queries or concerns not only boost customer satisfaction but also contribute to the company’s reputation for reliability.

3. Data-Driven Decision Making

Insurers handle vast amounts of data, from customer profiles to risk assessments. AI can analyze this data in real time, providing actionable insights that can help you in strategic decision-making. With AI’s assistance, insurance companies can refine their offerings, identify trends, and adapt to market changes promptly.

4. Minimized Human Error

Insurance isn’t just about policies and claims; it’s about providing security and offering peace of mind. Humans are prone to errors, but AI systems are designed to minimize mistakes.
Insurance policies are intricate documents, and even minor errors can lead to significant issues. AI can meticulously review policy documents and applications, reducing the risk of inaccuracies that could potentially cost both the company and the policyholders.

5. Cost-Efficiency and Scalability

Employing a large customer service team can be costly and challenging to scale as the business grows. AI-powered customer service eliminates these constraints. Once the system is in place, it can handle an unlimited number of inquiries without requiring additional resources, leading to substantial cost savings.

6. Predictive Analytics for Risk Assessment

Insurers thrive on accurate risk assessments. AI’s predictive analytics can analyze historical data and market trends to assess risks more precisely. This results in fairer premium rates and better-suited coverage options for policyholders, ultimately boosting customer satisfaction.

Embrace the Conversation

In the realm of insurance, where trust and connection are of utmost importance, Conversational AI is your ally. It empowers you to connect with your customers on a human level, using the power of technology to nurture relationships. It’s time to embrace the conversation and step into a future where your customers’ expectations are not only met but

With solutions such as the platform with templates explicitly developed for insurance companies, our automation solutions are ready to answer your customers’ most frequent questions and get you on the right track to optimize workflows, minimize costs, and ultimately take your customer service to the next level. If you’re ready to take the next step in elevating your customer experience, get in touch with us to know more.

Digital Innovation Strategy in Customer Service

5 Steps to a Winning Digital Innovation Strategy in Customer Service

Digital innovation has become a crucial factor for companies striving to stay ahead, surprise their customers, and deliver memorable experiences that lead to loyalty and advocacy. To achieve this, businesses must keep pace with technological advancements and embrace digital transformation across all aspects of their operations, especially in customer service. For Innovation, Digital Transformation, and Smart Automation Directors aiming to be respected drivers of growth and innovation, crafting a winning digital innovation strategy in customer service is the key to success.

Step 1: Understanding Customer Needs and Expectations

The foundation of any successful digital innovation strategy in customer service begins with a deep understanding of customer needs, expectations, and preferences. By analyzing existing historical data and conducting new surveys to gather feedback and insights, companies can gain valuable information that shapes their service approach. This data-driven approach enables organizations to tailor their solutions to meet customer demands effectively and create personalized experiences.

Step 2: Identifying Areas for Improvement and Innovation

To be at the forefront of digital innovation, businesses must assess their current customer service processes and identify areas that can be improved, maintained, or eliminated. This step is crucial in recognizing opportunities for innovation. Among the potential innovations, one that stands out is the adoption of chatbots powered by artificial intelligence (AI). Chatbots offer an efficient way to automate and streamline customer interactions, leading to faster responses, availability 24/7, and scalability. Such innovations optimize customer satisfaction and empower teams to focus on more complex and strategic tasks, ultimately driving business productivity and reducing costs.

Step 3: Setting Clear and Measurable Objectives

Establishing clear and measurable objectives is essential for any digital innovation strategy to succeed. Key Performance Indicators (KPIs) should be defined, enabling organizations to monitor and evaluate progress throughout the process. These metrics allow Innovation and Digital Transformation Directors to track the impact of digital innovations on customer service and ensure they align with the company’s overarching growth and innovation goals.

Step 4: Implementing Innovative Solutions

With objectives in place, it’s time to create a comprehensive implementation plan. This plan should outline the necessary actions, responsibilities, timelines, and costs to address the areas for improvement identified in Step 2. A powerful way to drive digital innovation in customer service is through the deployment of Conversational AI platforms. These platforms enable the automation of both direct customer interactions and internal workflows, offering benefits such as immediate and accurate responses, 24/7 availability, and scalability. By adopting Conversational AI, companies elevate customer satisfaction and team efficiency while gaining productivity and cost advantages.

Step 5: Continuous Monitoring, Analysis, and Optimization

Innovation is an ongoing journey, and digital innovation in customer service is no exception. Continuous monitoring, analysis, and optimization are essential to ensure the strategy’s success and adapt to changing market demands. Having access to real-time data is critical for making informed decisions and enhancing customer experiences while facilitating frontline and back-office teams’ work. Within the Conversational AI platform, constant optimization is vital as well, as it allows organizations to refine the knowledge base with new questions and answers based on real conversations, enabling the chatbot to evolve and deliver even better service.

In conclusion, a winning digital innovation strategy in customer service is instrumental in differentiating a company in the market, driving growth, and meeting customer expectations in the hyperconnected world. By following these five steps — understanding customer needs, identifying opportunities for innovation, setting clear objectives, implementing innovative solutions like Conversational AI, and continuously monitoring and optimizing — the Innovation, Digital Transformation, and Smart Automation Director can become a respected driver of growth and innovation within the company, propelling it to success in line with the latest technological trends.

Contact us today to explore how to start your customer service digital transformation and drive exceptional results for your business with Conversational AI platform.

Conversational AI for credit unions

The Transformative Impact of Conversational AI for Credit Unions

As the financial industry evolves and member demands grow, credit unions are facing increasing pressure to deliver exceptional customer experiences while managing costs effectively. As technology continues to advance, credit unions are turning to Conversational AI solutions to streamline operations, enhance member engagement, and elevate customer service. In this article, we will explore the capacity and the transformative power of Conversational AI for credit unions.

Improved Member Satisfaction

Automated chatbots equipped with natural language processing capabilities can provide quick and accurate responses to member queries, reducing wait times and ensuring consistent service quality. As a result, credit unions can enhance member experiences, leading to higher satisfaction rates and improved member retention.

Enhanced Operational Efficiency

The implementation of Conversational AI solutions has demonstrated remarkable improvements in operational efficiency for credit unions. By automating repetitive processes, credit unions can optimize resource allocation, increase productivity, and reduce operational costs.

Personalized Financial Guidance

Conversational AI empowers credit unions to provide personalized financial guidance to their members. By leveraging machine learning algorithms and member data, AI-powered chatbots can offer tailored product recommendations, suggest financial planning strategies, and assist members in making informed decisions. McKinsey & Company highlights that this level of personalized support enhances member engagement, deepens relationships, and promotes loyalty within the credit union ecosystem.

Fraud Detection and Prevention

Conversational AI can play a crucial role in bolstering security measures for credit unions. Chatbots equipped with advanced fraud detection algorithms can identify suspicious activities and promptly notify credit union staff. Capgemini reports that by leveraging AI-driven analytics, credit unions can proactively detect and prevent fraudulent transactions, safeguarding member assets and preserving trust.

Cost Reduction and Revenue Generation

Conversational AI solutions offer credit unions a significant opportunity to reduce costs and generate additional revenue streams. Research from Forrester indicates that implementing AI-powered virtual assistants can save credit unions up to 30% in customer service costs. Furthermore, by leveraging chatbot interactions and data insights, credit unions can identify cross-selling and upselling opportunities, driving revenue growth and expanding member relationships.


The adoption of Conversational AI solutions presents credit unions with unparalleled opportunities to transform member experiences, optimize operations, and achieve sustainable growth. As evidenced by the real statistics and insights from reputable consultancy agencies, the integration of AI-powered chatbots and automation technologies can exponentially enhance member satisfaction, improve operational efficiency, provide personalized financial guidance, strengthen security measures, and generate cost savings and revenue. By embracing Conversational AI, credit unions can stay ahead of the curve and build a strong foundation for the future of customer-centric financial services.

Contact us today to explore how to revolutionize your customer service landscape and drive exceptional results for your business with Conversational AI platform.

AI Chatbots

AI Chatbots in Financial Institutions: The Road to Exceptional Customer Service

In an increasingly digital world, financial institutions are continuously exploring innovative ways to enhance customer service. One technology that has emerged as a game-changer is AI chatbots. These intelligent virtual assistants are transforming the customer interaction landscape, revolutionizing how financial institutions engage with their clients. In this article, we delve into the road to exceptional customer service paved by AI chatbots in financial institutions.

Streamlined Customer Interactions

AI chatbots empower financial institutions to streamline customer interactions like never before. With their advanced natural language processing capabilities, chatbots can promptly engage in real-time conversations, addressing customer queries and concerns. This leads to reduced waiting times, faster issue resolution, and ultimately, improved customer satisfaction.

24/7 Availability

Unlike traditional customer service channels, AI chatbots can provide round-the-clock availability. Financial institutions no longer need to adhere to strict business hours, as chatbots can handle customer inquiries at any time of the day. This level of availability ensures that customers can receive assistance and support whenever they need it, enhancing their overall experience and trust in the institution.

Personalized and Tailored Assistance

AI chatbots are capable of delivering personalized and tailored assistance to customers. By leveraging machine learning algorithms, chatbots can analyze customer data, transaction history, and preferences to provide relevant and customized recommendations. This level of personalization helps financial institutions create a more engaging and individualized customer experience, building stronger relationships and fostering loyalty.

Enhanced Security

Security is paramount in the financial industry, and AI chatbots play a crucial role in ensuring customer data protection. Chatbots can authenticate customers, verify identities, and handle sensitive information securely. By adhering to strict security protocols, AI chatbots instill confidence in customers, assuring them that their financial information is safe and well-guarded.

Continuous Learning and Improvement

AI chatbots are constantly evolving and learning from each customer interaction. Through machine learning techniques, chatbots can analyze past conversations, identify patterns, and refine their responses over time. This iterative learning process enables chatbots to provide increasingly accurate and relevant information to customers, ensuring a constantly improving customer service experience.

Ready to embrace the future?

At we believe in delivering nothing short of the best user experience to all those who work with us or interact with our virtual agents. That’s why we are committed to consistently updating and releasing new features that enhance our platform’s capabilities.

Our primary objective is to assist you in automating and optimizing your Customer Service operations, enabling you to create even greater customer satisfaction for your company. By leveraging our cutting-edge technology, you can transform your customer interactions into seamless, intelligent experiences.

Why wait any longer to embrace the future of smart interactions? Take the leap and join us on this exciting journey! Contact us today to explore how our platform can revolutionize your customer service landscape and drive exceptional results for your business.

Customer Service Automation in Insurance

Customer Service Automation in Insurance: 5 Use Cases

In our competitive and digital world, it’s essential to harness the full power of technology to improve the services provided by companies and, in this way, address an increasingly demanding and informed customer. The insurance industry is no exception. Come learn about the benefits of adopting Artificial Intelligence in this sector and the top five use cases of Customer Service automation in insurance companies.

What is Automation?

The concept of automation refers to the use of technology and software to perform tasks and processes previously done by humans.

Automation takes many forms: some are simpler, where basic tasks are performed, and others are more complex, using Artificial Intelligence and Machine Learning algorithms to make decisions and act on those choices.

Automation aims to improve efficiency and productivity by reducing the time and resources required to perform a specific task. This can be achieved by taking advantage of robots, software applications, and other types of technology, which may or may not require specialized knowledge to implement.

How does Automation work in Insurance Companies?

Automation is used increasingly in different industries; the insurance industry is a clear example. The insurance automation market will be worth $40.1 billion by 2030. This translates to a compound annual growth rate of 32.6%. 

Automation in insurance companies refers to the use of technology to perform tasks and processes with no human intervention or very little.

These technologies are mostly implemented in customer services since it’s a department that interacts directly with consumers and needs to provide quick and assertive answers.

Customer support automation in insurance companies covers tasks such as answering frequently asked questions, processing requests, and providing customer self-service tools.

Why Do Insurers Need to Automate Their Customer Support?

You should invest in Customer Service Automation for numerous reasons. Here are five of them:

  1. Increased Efficiency

Most customers’ contacts are about simple, quick-to-resolve questions. However, with a large influx of calls and emails, a basic question can take a long time to answer. 

By automating the answering of your customers’ most frequent questions, you decrease waiting times and increase the efficiency of your teams, as they have more time to deal with more demanding and complex topics.

  1. Cost Reduction

As we mentioned in the previous point, calls to your contact center decrease because people have other contact channels, namely chatbots, to communicate with your company.

With this decrease in calls, the costs associated with this type of service are reduced.

In addition, these technologies have an excellent ROI, and you recover your initial investment quickly.

  1. Increased Customer Satisfaction

Automation solutions, such as chatbots, are available 24 hours a day, every day of the year. This lets your customers get their questions or queries answered anytime, anywhere, from any device.

In addition, it’s a quick and convenient way for them to contact your customer support since interactions are by message – one of the most widely used forms of communication today.

  1. Personalization

Most automation platforms have features that allow the collection and analysis of customer data. 

This data allows you to identify each person’s behaviors and preferences, making the experience personalized to the consumer’s choices and needs.

  1. Competitive Advantage

Adopting this type of solution allows you to differentiate yourself from other companies by offering your customers a more efficient and personalized experience, increasing their satisfaction. And satisfied customers have many more reasons to recommend your brand and remain loyal.

5 Use Cases for Customer Service Automation in Insurance Companies

Now that you know some of the advantages of Customer Service automation in insurance companies, we will present you some use cases. These are practical examples of applying this solution to your business.

  1. Claim participation

Reporting a claim is never easy and can be pretty time-consuming and stressful. 

The customer has to email all the documents related to the accident. If not, it usually takes a few more email exchanges with the insurance company before the reporting process can proceed.

Automating these processes allows us to immediately request all missing documents from the customer and validate them, with the support of technologies such as OCR (Optical Character Recognition), to check if they are all filled out correctly.

  1. Insurance Payment

It’s expected that, from time to time, there will be customers who do not pay their insurance due to forgetfulness or lost invoices.

After a few simple integrations with your systems (for example, to validate the user info), you can deliver all the necessary payment details efficiently and on time.

On top of that, this reduces the number of late payments and, therefore, achieves greater regularization of situations, allowing your insurance company to catch up on payments and avoid additional recovery costs.

  1. Claim Status Inquiry

No more calls clogging up your phone lines or emails with questions about the status of a claim process.

Make all that information available 24/7. Whatever the time of day, your customers can see what the status is, what steps are missing, etc., only with a few clicks.

  1. Change of Policy Conditions

With the different types of coverage that your insurance company offers, many customers will want to change their policies. 

Give them the ability to make that upgrade autonomously and automatically.

  1. Documentation Requests

How many contacts per day do you receive just with a request for a duplicate of the green card? Or copies of the particular policy conditions? 

Free up your Customer Support team for more complex tasks and leave the repetitive ones to automation. 

The Right Solution For Your Company

Knowing which provider to trust is an important decision, and it’s crucial for success.

At, one of the areas we specialize in is precisely the insurance industry to deliver institutions the best possible service and solutions.

With templates specifically developed for insurance companies, our automation solutions are ready to answer your customers’ most frequent questions and optimize their workflows. And if our solution doesn’t know the answer today, it will know it tomorrow because it has Artificial Intelligence built in.

By working with companies like Generali Portugal, we are always in touch with the challenges they face and adapting our solutions accordingly.

The implementation period of the solution is about 4 weeks, but our support is continuous. 

Contact us to learn more about the automation of customer service in insurance companies and enter the world of intelligent interactions.

ChatGPT in Customer Service

How to Leverage the Power of ChatGPT in Customer Service

Chatbots have become a top-rated tool to optimize and automate companies’ Customer Support. What if we told you that we could boost their efficiency even more? Explore with us the benefits of using the language processing and the learning model of ChatGPT in Customer Service.

What is a Chatbot?

A chatbot, or conversational robot, is a piece of software that can communicate with its users. Because it has this capability, it can automate conversations between customers and brands, thus optimizing customer services, particularly repetitive tasks and processes.

Chatbots provide immediate responses every day of the year and enable self-service support for users; in this way, contact center employees don’t have to deal with countless requests and simple questions and can focus on more complex issues, allowing them to improve their performance.

In addition, chatbots are a great way to be closer to customers, as we can integrate them into websites and instant messaging applications, such as Facebook Messenger and WhatsApp.

These virtual assistants are very efficient at solving customer service challenges because they use Artificial Intelligence technologies such as Natural Language Processing (NLP) and Machine Learning, which enable them to understand what is being asked and respond accordingly, all in a very human-like way.

Because of all these features, more and more companies are implementing chatbots into their digital contact channels. In fact, according to a report by Grand View Research, the global chatbots market is expected to reach $9.4 billion by 2024.

What is ChatGPT?

ChatGPT has received much media attention, but what does it consist of? Well, ChatGPT is a conversational AI chatbot that uses a natural language processing model or LLM (Large Language Model) called GPT-4 and was created by OpenAI, an Artificial Intelligence research and development company.

Similar to the chatbots we know, this model is also designed to facilitate human-computer interactions through natural language. However, it’s trained based on vast text inputs using Deep Learning algorithms.

Deep Learning is a subfield of Machine Learning that enables learning complex data representations and achieving state-of-the-art performance in various tasks.

That said, this LLM can be used in a wide variety of tasks involving natural language processing, such as answering questions.

The differences between a chatbot and ChatGPT

As we mentioned, chatbots and ChatGPT are designed to talk with humans. However, they perform on different levels.

ChatGPT is trained with almost unlimited data; it has a greater understanding of human language and its application in numerous contexts. This enables it to generate responses to diverse requests, whether they are questions, statements, or even incomplete sentences.

In addition, it uses a sophisticated language model architecture to generate contextually relevant, coherent, and often quite convincing responses.

On the other hand, chatbots typically use rule-based learning algorithms. These are programmed to respond to the users’ keywords or phrases.

Unlike ChatGPT, most chatbots are limited to a narrow set of predefined responses and cannot generate innovative, contextually relevant responses to various stimuli.

Why not just use ChatGPT in Customer Service?

The truth is that ChatGPT can be used in Customer Service, but it may not be the most suitable solution in many cases and for several reasons:

  • Its complexity. Because it’s a sophisticated linguistic model, it requires significant computational resources to run, and its implementation in Customer Service would require considerable investments in hardware and infrastructure.
  • The impossibility of customization. Chatbots for Customer Service must be highly customizable to meet each company’s specific needs and requirements. Although ChatGPT generates contextually relevant responses, it’s not tailored to the needs of brands and their customers.
  • The high costs. Using ChatGPT in Customer Service would be pretty expensive, as these language models require ongoing development and maintenance.
  • Control. ChatGPT generates responses based on patterns it has learned from large amounts of data, which means it can potentially generate inappropriate or offensive responses. In contrast, traditional chatbots can be programmed with specific rules and guidelines to ensure they respond appropriately to customers.

In short, despite being a powerful tool that provides relevant and contextualized answers, ChatGPT is not the most effective solution for Customer Service.

ChatGPT is incredibly limited but good enough at some things to create a misleading impression of greatness. It’s a mistake to be relying on it for anything important right now. It’s a preview of progress; we have lots of work to do on robustness and truthfulness.

Sam Altman, CEO of OpenAI

How to Take Advantage of the Technology of ChatGPT in Customer Service?

In the previous point, we saw why ChatGPT alone is not the most suitable tool for Customer Service. Still, we can take advantage of its language learning and processing model.

Adding one good thing to another, we can have a chatbot based on a more advanced NLP model and simultaneously use each company’s knowledge base. In this way, we get a solution that can understand the context of a conversation and generate responses that are not limited to a predefined set.

This means that chatbots with GPT-4 can provide more personalized and accurate answers to customer questions, even when they are complex or open-ended.

Therefore, to use the technology of ChatGPT in your Customer Service, you must:

  • Identify FAQs (frequently asked questions). That is, the questions your customers ask most often about your products/services, including requests for documentation, account details, etc.
  • Train GPT-4 with your knowledge base. You can train the model based on the answers to your customers’ questions and generate relevant responses. One of the advantages of adding GPT-4 to your Conversational AI chatbot is that you can enhance the model within your domain to improve the accuracy of the responses.
  • Implement GPT-4 in your chatbot. After you train your LLM model, you can integrate it into your chatbot. So when a customer asks a question, the chatbot processes it with GPT-4 and generates a response based on the training data, in this case, your knowledge base.
  • Test and refine. It is crucial to test your chatbot thoroughly to ensure the best results. With these tests, you will see if you need to change the training data or adjust the model parameters to improve the performance of the solution further.

What are the use cases for the learning model of ChatGPT in Customer Service?

ChatGPT (Conversational AI chatbot + GPT-4) can generally improve the user experience, and there are several use cases for it.

  • Chatbots. As we have already seen, they can offer immediate support by answering frequently asked questions, solving problems, and providing personalized recommendations while decreasing wait times and increasing overall user satisfaction.
  • Automating email responses. As one of the contact channels with the most extended wait times to get a response, this LLM can generate automated email responses for the most common requests.
  • Personalized product/service recommendations. ChatGPT can recommend products based on preferences and purchase history through user data analysis. In this way, it can also increase engagement with customers.
  • Sentiment analysis. ChatGPT technology also enables you to analyze your customers’ feedback and study the trends around specific products or services. Then, you can improve your services and products based on that feedback.
  • Translations. Because it’s an advanced linguistic model, it can jump from language to language. This can be useful if you have non-native customers communicating with your chatbot.

A solution that keeps up with trends

At, we’re always looking for the latest trends and innovating our automation solutions to provide our customers with the best results.

Because we see the advantages of this model, we already have solutions integrated with GPT-4, where we put together our customers’ information and the power of this technology.

Click here and try the small demo we made for you. Discover the future of smart interactions!

virtual agent

The Anatomy of a Virtual Agent: What an AI Humanized Chatbot Looks Like

When it comes to Customer Support, we are used to interacting with human agents who help solve our queries. However, to keep up with the technological evolution and optimize and accelerate those same services, more and more companies have a virtual agent on their digital platforms.

Continue reading this article to learn what they are, their characteristics and the applications they could have in your organization.

What is a virtual agent?

A virtual agent (digital agent or chatbot) is a computer system with Artificial Intelligence (AI) programmed to simulate human conversations with its users via chat or voice. It’s widely used in customer service.

Because it uses NLP (Natural Language Processing) and Machine Learning, it can answer various questions instantly, 24 hours a day, 7 days a week.

In addition to responding to users, the virtual agent can be programmed to perform small tasks and facilitate transactions by automating repetitive processes. And when integrated with other systems, it could, for instance, make documents available automatically.

Therefore, it’s an excellent option for companies that want to strengthen their digital transformation and improve customer satisfaction while reducing operational costs and using team efforts for more complex and creative tasks.

What are the characteristics of a virtual agent?

Today, in almost every company, there is already some form of automated support in place to help customers solve their challenges autonomously. But how do we know if we are talking to an actual virtual agent instead of a more basic tool?

Well, virtual agents’ characteristics make them more functional and efficient. Let’s look at some of them below:

1. Personality and Appearance

 You can customize the appearance of a virtual agent according to your brand colors and even give it a face, unlike simpler tools that use the same template for every company.

Moreover, depending on your target audience, you can give it a more serious or laid-back personality.

These factors help create greater proximity with your consumers who, despite talking to a robot, gain some empathy and relationship with it.


Natural Language Processing technology allows conversational robots to understand and analyze human language, i.e., user questions and requests.

If a virtual agent does not have NLP algorithms implemented in its core, it must have some ground rules allowing it to communicate with users. Even so, it is still much more robotic and less flexible than if it had NLP implemented and misses the users’ intent when they ask for something in a different way.

3. Machine Learning

Machine Learning is the technology that allows chatbots to learn from the different interactions they have. So, the more extensive the knowledge base with diverse questions and requests, the easier for these systems to respond to what the customer wants.

As time passes and with more interactions, the more the virtual agent becomes efficient. So even if it can’t answer today, it will certainly do it tomorrow.

4. Context Awareness

In line with the above, these agents can understand more complex commands, understand the context and respond accordingly.

For example, if you say, “Is there any way to talk to you in person in city X?” the chatbot will understand that the customer is looking for a store or branch of your company in city X and will respond with the requested information.

5. Multichannel Support

Virtual agents are very flexible because you can integrate them into any platform you want, whether a website or mobile application like WhatsApp or Facebook Messenger.

In this way, you can reduce the contact flow by spreading it across different digital channels and allowing customers to choose how they prefer to contact your company.

6. Integration with other systems

As mentioned above, virtual agents are very flexible, and it is possible to integrate them with various systems that companies use daily, namely CRMs such as Salesforce, among others.

This allows you to customize interactions further, providing complete information to users while collecting data to improve your services even more.

7Security and Privacy

Regarding security and privacy for users and companies, these conversational tools are developed following very strict data protection rules, thus ensuring compliance with established regulations.

What are the applications?

Most chatbots or virtual agents are used for customer support. But they can play many other roles besides helping customers solve their issues.

One area that benefits from implementing chatbots is, for example, Sales and Marketing.

These intelligent systems are a great tool for interacting with potential customers, answering their questions, suggesting the following steps, and providing personalized recommendations based on their interests. In this way, it generates business leads, qualifies potential customers, and promotes products and services in a fully automated way.

Virtual agents can also be used as tools for education and training. For example, they can provide educational content such as video tutorials and manuals and even help test acquired skills.

In addition, they can be sources of entertainment when interacting with users and capturing their attention. Depending on how you customize them, they can tell jokes, play games, etc.

In short, virtual agents can be used in multiple contexts and various industries, increasing customer satisfaction.

What are the advantages of having a virtual agent with Artificial Intelligence?

Companies that search for alternatives to innovate their Customer Support want to keep up with the trends and the digital age. In addition, they are the ones who are always concerned with providing the best possible service to their customers.

Virtual agents can offer you much more than digital transformation. They can increase customer satisfaction, which any company with a customer-centric strategy wants.

These agents with Conversational AI allow you to:

–  Be available 24/7

Your customers may need to contact you anytime, and sometimes working hours are not enough or the best time for them.

 Remember that your customers also work, and the time they have left to call or stop by to resolve issues may not be compatible with your work schedule.

So be prepared for those situations at any time, every day of the year.

 Of course, this does not exclude having your human assistants available. In fact, using the Live Chat feature, they should answer the questions that the chatbot could not. In any case, for many purposes, the chatbot does not leave your customers without support.

– Deliver an immediate response.

Waiting times to get an answer are one of the things that customers complain about the most. In our world, nobody has the patience to wait anymore.

New generations are used to getting immediate answers, and if not through your customer service, then through other means, which may have less reliable information.

With a chatbot, there are no more waiting times because they can communicate with countless people simultaneously and immediately. They just need to have the necessary information in their knowledge base.

– Personalize interactions based on the user

As your virtual agent talks to users, he will collect information such as their name, age, what products they have, or services they use.

For example, referencing your customer’s name during the conversation will make them feel unique and not that they are “just another customer.”

The same applies when you recommend other products or campaigns to them that are related to their profile and are not just suggestions sent in bulk.

A personalized service according to your customer’s profile and data is halfway to making your customer more engaged with your chatbot.

– Be consistent in your answers.

Just as it has happened to us (we believe it has happened to you, too), there are times when we talk to a brand representative who gives us certain information. However, when we talk to another, they tell us something completely different.

People may have different understandings of what the customer wants and propose different solutions consequently. However, with a virtual agent, you can maintain consistency in the answers, regardless of how the user has asked.

Even if the virtual agent is unsure about the best answer, it allows the user to choose the topic they need.

– Gather Metrics

In addition to the information, we discussed earlier, such as name, age, and others, chatbots are also great tools for collecting other data. Namely, topics customers have more difficulties with, services/products they use the most, products they search for more often, and what kind of actions they do in the chatbot (memberships, simulations, documentation, requests).

Collecting this data allows you to improve the virtual agent’s information flows and enhance your marketing campaigns.

– Scale the solution

This type of agent is always associated with an AI platform where you can parameterize the different characteristics of your chatbot, from appearance to increased efficiency and artificial intelligence.

You can also scale your solution on this platform by integrating it into different contact channels beyond your website, such as WhatsApp or Facebook Messenger.

You can also include your human assistants by enabling chat-based customer service. By chatting, they can talk to more than one customer at a time, increasing the service’s speed and efficiency.

An agent made for you

At, we care about providing a solution that meets all your requirements, be it customization, use cases, security, etc., and we are always attentive to your needs.

We update and release new features regularly so that whoever works with our platform or interacts with our virtual agents always has the best user experience.

Our focus is to help you automate and optimize your Customer Service and have customers even more satisfied with your company.

What are you waiting for to enter the future of smart interactions? Contact us!

virtual assistants

Tips to Write an Engaging Script for Your Virtual Assistants

In addition to helping automate customer support, one of the goals of virtual assistants is to mimic a human conversation.

Increasingly more users value immediate service and the possibility of solving their issues anytime and anywhere. Therefore it is crucial that they have good interaction with virtual assistants.

That said, having an engaging script and the least robotic possible is essential.

What is a virtual assistant script?

Scripts are often associated with theater plays or movies; they are texts containing all the dialogues and actions that the actors will perform.

In general, as it is a document with guidelines to be followed, it can be used in other situations, in this case, by virtual assistants. Namely, a script for virtual assistants contains (or should contain) all possible interactions between the chatbot and the user, from the beginning to the end of the conversation.

How to have a good script for virtual assistants?

For a virtual assistant to provide the best possible user experience, it’s essential to have Artificial Intelligence and a good script.

The first point allows the chatbot to communicate efficiently with users. With the help of NLP (Natural Language Processing) and Machine Learning technologies, these conversational systems can understand requests and react accordingly.

The second point ensures that you provide effective value to your customers and the success of your chatbot.

To have a good script, follow the tips we have for you.

  • Set up the dialogue tree

To ensure that your chatbot offers value to your customers, you must include all questions they may have about your product/service in its knowledge base.

The possible questions and their corresponding answers should be entered in your conversational flow (dialogue tree). That is, into how the information is presented to the user.

Imagine you’re part of a banking institution, and the most frequent questions from your customers are related to service payments, transfers, and credit acquisitions.

In this case, the best option would be to show the information about these three cases right at the very beginning of the conversational flow. However, you should assure the remaining customers that they can ask about any other subject. In this way, you ensure that all your customers can get an answer, those who look for the most demanded information and those who want to discuss other topics.

  • Keep it short

The main reason users talk to brands’ virtual assistants is the immediacy of the answers. So take that into consideration.

Don’t overdo the answers. Give preference to short texts but with the necessary content for the customer to be oriented.

Too long messages make customers read the information diagonally. This is not beneficial for them, nor you, because if they don’t solve their questions through the chatbot, they will use another contact channel. And that is not ideal.

Still, if you have to write about more complex topics, divide them by sub-topics. On the one hand, it’s easier to process the information. On the other hand, if they’re only interested in one sub-topic, they can choose to read only about it.

  • Add personality to your virtual assistant

Just as the friendliness of a person who answers the phone can influence our conversation, the same happens when we talk via Chat.

In this case, we interact with a robot, not a person. However, the logic is the same.

One challenge of talking via instant messaging is that the person on the other end may read the message we send with a tone that isn’t what we want to express.

For this reason, it’s vital to give personality to your virtual assistant and always keep a friendly tone in the conversation.

Use emojis, punctuation marks, or even GIFs and images that help convey the feeling of your virtual assistant.

Another good option to give personality to your chatbot is to include small talk interactions and have your chatbot mention some more mundane topics.

Always pay attention to the characteristics and interests of your target audience to set the tone and maximize success.

  • Present your chatbot

Just as when you meet a new person and both parties introduce themselves, do the same with your virtual assistant.

In the beginning, tell your users to whom they are talking. If your chatbot has a name, state it. Don’t hide that they’re talking to a bot.

Also, ask to whom the chatbot is addressing. This way, you can use the name of the person in question throughout the conversation and humanize the interaction even more.

  • Customize according to the user’s profile and make suggestions

Using the customer’s name during the interaction is a great way to personalize a conversation. You can also draw on other user data and direct them to questions that might interest them specifically.

Imagine you have an insurance company with a running promotion that benefits anyone between 25 and 30 years old that takes a car insurance simulation.

With the information you collect with your virtual assistant, you can easily recognize who these users are and refer them directly to that campaign.

  • Offer a hybrid service with human support

Virtual assistants are an excellent tool for Customer Support automation. However, sometimes they may need help understanding what the user wants, or simply the topic they want to address is too advanced or complex for a chatbot.

In such cases, have human assistants available via Live Chat. Then, you can help your customers and prospects solve questions and issues in real-time without making them use another contact channel.

Build Your Virtual Assistant on This Platform

At, you can build the perfect script and virtual assistant for your company in a single platform.

Through simple and intuitive tools that don’t require technical expertise, you can set up all the components of your chatbot:  from its looks and personality to the knowledge base (user questions and answers). And you can also include small talk interactions, which will make your conversations much more dynamic.

Additionally, this platform can integrate with the systems you already use in your company, allowing the automation of repetitive tasks, such as producing certain documents with no human intervention, among other possibilities.

To make your next virtual assistant a reality in record time and with an ROI that will surprise you, contact us and experience the future of intelligent interactions!

Chatbot As a Service - What it is and how does it work | Chatbot como Servicio

Chatbot as a Service – What it is and how does it work

In recent years, the “As a Service” business model has gained ground in the market for all its advantages. But did you know that it can also be applied to chatbots? Discover the concept of “Chatbot as a Service”, its unquestionable value, and how you can use it in sectors such as banking and insurance.

What does “As a Service” mean?

As we mentioned, “As a Service” has grown exponentially. We find it in the form of Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS), among many others.

This business model is mainly associated with technology companies and refers to a service provided via the web. In other words, there are no on-premises devices because everything is hosted in the cloud.

In this way, the companies that hire these services don’t need to worry about installing, maintaining, and updating the systems, nor purchasing hardware and infrastructure for hosting them. Then, you only need an internet connection to access any product or service.

In addition, most do not require a license; the investment is made in the short term, on a subscription basis, depending on what is effectively needed.

What is “Chatbot as a Service”?

“Chatbot as a Service” has the same premise as the other “As a Service” models. That is, they are provided via the web. However, it doesn’t fall into the “Platform as a Service” category. Indeed, it’s a platform we can customize according to our needs, but it includes much more, that is to say, the “end product” – the chatbot.

Chatbots are conversational robots generally used by medium and large companies to automate repetitive tasks and requests, optimizing customer service.

They’re considered digital contact media, mostly found on companies’ websites and instant messaging applications, such as Facebook Messenger or WhatsApp.

Learn here how a chatbot on WhatsApp can be an asset to your company.

They are solutions that use Artificial Intelligence to have a greater response efficiency and thus also optimize the work of customer support teams.

The model of “Chatbot as a Service” is closely linked to the theme of digital transformation since it allows companies to merge easily into the era of digitalization. They can do it by offering their customers new contact channels with no additional operational costs.

What are the benefits of this business model?

  • Cloud-based

Simply put, when we say something is “in the cloud,” we can access it from anywhere in the world through the internet. That is to say; it is not something physical that we can only use if we are in the same location as the product or service.

“Chatbot as a Service” works the same way. They aren’t “physical” systems that you can only access if you are in your company’s office, for example. They are cloud-based solutions.

This way, the supplier can provide the service seamlessly from one location at the end of the globe to your company at the other.

  • Reduced costs

Because it’s in the cloud and not something “physical,” the associated costs are much lower. For example, you don’t need to worry about issues such as maintenance or having a specialized team to handle the solution.

  • Scalability

Another advantage of this model is the possibility of autonomously escalating the solution to new use cases without hassle, having total control over the platform.

Additionally, it allows easy integration with other systems your company already uses, such as CRM platforms.

  • ROI in no time

Besides being very quick to implement, the ROI (return on investment) is almost immediate since you can see the results in just a few months.

From the moment you implement this type of product, you can see improvements in your teams’ performance and customers’ satisfaction.

  • Fast Implementation

As we said in the previous point, “Chatbot as a Service” is promptly implemented since everything happens over the internet.

Just parameterize the information you want the chatbot to have, make the integrations with the systems you wish, and you’re ready to automate your customers’ most frequent requests and questions.

  • Automatic Updates

Thinking about updates is something you don’t have to do.

There will be updates, indeed, and the solution company you invest in will do them periodically to improve the product they are providing. But you don’t have to worry about anything. You’ll be notified when they occur; but, you won’t even have to involve your IT staff.

Also, suppose the provider is a company focused on customers and continuous improvement. In that case, many of the updates and new features will take your feedback and suggestions into account.

“Chatbot as a Service” in the Banking and Insurance Sectors

“Chatbot as a Service” is an excellent option for those who value a technological service that is efficient, innovative, and doesn’t bring headaches.

They are an opportunity to provide a 24/7/365 service where the user can solve their doubts immediately and assertively. In the event of more complex cases, it is possible to count on the help of human assistants, accessible through Live Chat.

As experts in the banking and insurance sector, we at have helped many companies automate their Customer Care services. Here are some examples of our solutions’ different applications:

In Banking
  • Transactions
  • Opening Accounts
  • Applying for a credit
  • Financial counseling
In Insurance
  • Provision of documents (insurance documents, insurance policy)
  • Hiring insurance
  • Claims’ communication
  • Changes in policies’ coverage

“Chatbot as a Service” at

At, we provide a “Chatbot as a Service”. It’s a cloud-based solution based on Artificial Intelligence coupled with a low-code platform. As a result, anyone with no technical knowledge can parameterize it.

In addition, all our customers’ chatbots have reached 80% efficiency, meaning eight out of 10 requests are solved without human intervention.

In four simple steps – configure, test, implement, and improve – you can have a technology solution that sets you apart and puts you at the forefront of customer service.

Talk to us and learn more about our “Chatbot as a Service” model.