AIDA at CONAREC 2024

At CONAREC 2024, AIDA participated in the panel "Boosting Resolution: Generative AI Applied to the Voice of the Customer." During this meeting, we discussed how generative AI is transforming customer service, optimizing the ability to resolve issues faster and more accurately in automated payment solutions.

The guest for this Q&A was Fábio Marques, VP of Customer & Operations at Sem Parar, who shared his practical experience using AIDA. Fábio shared examples of how Sem Parar has been using AI solutions to improve service efficiency. He highlighted that, with the help of generative AI, the company can gain a broader understanding of strategies to significantly reduce issue resolution time, in addition to improving the overall experience.

Below are some highlights from the conversation:

Generative AI and the interpretation of the voice of the customer

AIDA's key differentiator lies in its use of generative AI to interpret customer conversations on a large scale, allowing for deeper insights into the minds of the customers who contact us. With more comprehensive interpretation, it becomes possible to detect patterns and offer more customization options, enabling the improvement of the user experience and support for the solutions offered by Sem Parar.

Acceleration of resolution

They also discussed how AI can solve complex issues faster. They also discussed how Sem Parar is using the insights gained to make massive changes to its operations, aiming to increasingly increase customer satisfaction and trust.

Personalization at scale

The discussion focused on how generative AI is enabling companies to offer highly personalized interactions, even with massive customer service volumes. Fábio highlighted that this was a crucial differentiator for Sem Parar, helping to adapt solutions to the needs of its customers.

Vision of the future

The discussion went beyond current innovations, exploring the future of AI in customer service. Fábio Marques and other panelists discussed the technology's potential for expansion, such as strengthening responsive service capabilities and creating new integrated channels.

AIDA: Driving Innovation with AI

Sem Parar's participation and the case study reinforce how generative AI is not just an automation tool, but a strategic solution that significantly improves resolution and, consequently, the customer experience. AIDA remains committed to being at the forefront of this transformation, providing innovative and truly valuable solutions for our partners and clients.