This process provides managers with a global

View of the quality of service – ensuring greater assertiveness when defining strategies for improving processes , such as training and even suggestions for standardizing service. For the day-to-day lives of attendants , recording communication helps the process of viewing previous services, resolving doubts, speeding up access to information and generating smarter decisions. It is also easier to access all information exchanged with the customer to better understand their request, in addition Country Email List to acting as a record in case someone else needs to take on the task. How can smart contact and organizational memory work together? Organizational memory chatbot to exemplify the application of this information record in a more common way, we will use the concept of infinite thread in whatsapp . Smart contacts can be defined as an evolution of communication between brands and people, with which it is possible to combine the power of automation (chatbot) with human service. In this case, the sequences of messages exchanged , both between agents and customers and between customers and smart contacts, can be stored, shared and worked on in different ways.



This allows attendants and managers to have access to different conversations, on the most varied topics, through the history of each interaction . In the case of customers, it is possible to consult previous exchanges in real time, just by scrolling the screen. This type of interaction is a trend in the current corporate scenario . According to research data carried out by decode , brazilians spend an average of 1h22min daily on whatsapp . During the pandemic, the application led in use among the public and also opened new paths for communication between customers and companies, in its business modality – with around 4.7 million active users per month . As it is an asynchronous form of communication, the use of channels, such as whatsapp, is a great advantage for documenting conversations and centralizing information, even allowing the use of just one number for a company's customer service sectors . The centralized collection of information that is often not yet recorded by the company opens up a universe of analytical possibilities in monitoring metrics such as, for example, the number of active users or messages exchanged per month.







This also allows the identification of patterns in content, customer profiles, and the sales funnel, for example. This global vision collaborates with strategies more aimed at improving the services or product offered, and also service in general: it is possible to identify the main demands raised by users and from this decide which services deserve greater attention and can be automated. Or, let the chatbot answer more repetitive questions, reserving the more complex or specific questions for your customer service team . It is also important to remember that, with all this power at hand, it is essential to be informed about how to deal with sensitive information and preserve the privacy of your users by applying the lgpd – general data protection law – to your chatbot . How to centralize service? Ura, sac , ombudsman, e-mail, forms on websites, message exchanges on social networks, applications... It is not easy to follow what is happening on all these channels. Nowadays, the profusion of possibilities for contacting a company can have a dispersive effect and end up becoming an obstacle to more effective communication.