Solution is in Use with a Major Brazilian
Insurance Company
Builds on the Previous Integration of Mass
Texting Service Solution, Zenvia Attraction, with ChatGPT
SÃO PAULO, May 15, 2023
/PRNewswire/ -- Zenvia Inc. (NASDAQ: ZENV), the leading cloud-based
CX platform in Latin America
empowering companies to transform their customer journeys, today
announced the integration of ChatGPT with its chatbot tool.
The integration of ChatGPT enables the chatbot to be trained to
find internal documents that contain answers to questions that
customers may have, increasing the range of answers, and
consequently optimizing the customer journey.
Traditional chatbots are designed based on training and question
mapping, and require a variety of sample questions and answers to
optimize the automation of customer interaction solutions. In
contrast, Zenvia's chatbot is automated to reuse documents already
created within the company, enabling a wider variety of questions
to have automated answers, opening many more doors for the future
of the tool. Furthermore, many regional vocabularies previously had
to be taught individually to the chatbot and is no longer necessary
with the new integration.
Zenvia's chatbot was first launched with a major Brazilian
insurance company, who is using the tool to enhance its direct
interactions with customers by improving the quality and
assertiveness of automatic responses while at the same time,
reducing service time. The solution can also be used following the
automated phase at the start of contact with a live attendant. The
chatbot provides suggestions to the attendant for the possible next
steps in the conversation with the customer, serving as a guide
document with the answers the customer may have.
Luca Bazuro, CRO at Zenvia,
stated, "We are constantly aligning our products to market trends
by analyzing how emerging tools can optimize the solutions we
offer. The customer experience allied with ChatGPT contributes to
the assertiveness of the messages and opens a world of new
possibilities in automatic responses, providing more fluid journeys
for users, better relationships with the consumer in addition to
cost efficiencies."
The chatbot builds on Zenvia's continuing exploration of
possibilities to enhance its customers' experiences and journeys
with the use of ChatGPT in its solution portfolio. In February 2023, Zenvia launched the integration of
its mass texting service solution, Zenvia Attraction with ChatGPT.
The tool, which leverages the relationship of companies with their
consumers, provides for increasingly personalized and efficient
suggestions of messages created for Zenvia client's customers.
In March 2023, Zenvia hosted its
first ever "Hack-a-Bot," an internal hackathon for Humanz to
develop solutions for the end customer based on the GPT 3.5 tool.
The solutions developed during the Hack-a-Bot are already being
tested for potential integration with Zenvia's suite of CX
solutions, with potential developments including: improved context
analysis of the conversation between customer and attendant,
grammar evaluation, and customer sentiment analysis.
"This new development is a testament of Zenvia's commitment to
innovation and dedication by delivering the most comprehensive CX
SaaS platform in Latin America.
The CX industry is just beginning to realize the opportunities of
generative AI and we look forward to leading the pack," concluded
Mr. Bazuro.
For more information on Zenvia's platform with ChatGPT, please
visit https://www.zenvia.com/chatgpt/.
About ZENVIA
With operations throughout Latin America and nearly 14,000 clients,
ZENVIA is driven by the purpose of empowering companies to create
unique experiences for end-consumers through its unified CX SaaS
end-to-end platform. ZENVIA empowers companies to transform their
existing customer experience from non-scalable, physical and
impersonal interactions into highly scalable, digital-first and
hyper-contextualized experiences across the customer journey.
ZENVIA's platform provides a combination of (i) SaaS focused on
campaigns, sales teams, customer service and engagement, (ii)
tools, such as software application programming interfaces, or
APIs, chatbots, single customer views, journey designers, documents
composer and authentication, and (iii) channels, such as SMS,
Voice, WhatsApp, Instagram and Webchat. Its comprehensive platform
assists customers across multiple use cases, including marketing
campaigns, customer acquisition, customer onboarding, warnings,
customer services, fraud control, cross-selling and customer
retention, among others. ZENVIA's shares are traded on Nasdaq,
under the ticker ZENV.
Media Relations – Grayling
Lucia Domville – (646) 824-2856 –
lucia.domville@grayling.com
Masha Toulokhonova – (650) 690-5952
– masha.toulokhonova@grayling.com
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SOURCE Zenvia