AIDA was present at the first AI+CX event in Brazil

On the 23rd, the first AI+CX event was held in Brazil, hosted by Consumidor Moderno. A panel featuring Ana Teixeira, operations, digital transformation, and customer service manager at Sem Parar, and Ana Sarmento, head of CX at YDUQS (Estácio, IBMEC), both AIDA clients, presented practical applications of generative AI for understanding the Voice of the Customer.

Using generative AI in the back office

While the market is full of bots and co-pilots, the panel prompted the audience to consider other uses for generative AI: in an analytical and strategic role in the back office. Clients emphasized the importance of a good diagnosis for the success of transformation plans. Generative AI, through AIDA, was the enabler that enabled them to understand root causes, prioritize actions, and achieve rapid results.

Using AI to analyze and understand the Voice of the Customer also provides a safe path for companies to begin their journeys toward adopting generative AI.

Retention

The use of generative AI allowed us to identify the details of customer motivations, generating insights for personalizing the cascade of retention offers. A problem that would previously have required multiple departments, extensive manual labor, and months of work, yielded results in just four weeks—from insight to implementation. And the result couldn't have been better: a 7 percentage point increase in retention.

Valuable tips

Our two panelists offered a series of recommendations for those looking to start exploring generative AI and improve the customer experience:

• Know where you want to go - having clarity about the problem that needs to be solved and setting concrete goals is essential for innovation to generate value.

• Have an AI implementation plan - if you don't already have one, start now. AI is a reality, and your customers—and your competitors—are already using it or thinking about how to use it.

• It's not just about the tool—having a flexible and practical tool like AIDA is essential. But don't forget that successful implementation depends on in-depth business knowledge—either in-house or with experienced consultants.

Want to learn more about AIDA? Send us a message and schedule a meeting to learn how AI can transform your customer experience.

Check out the full article about the panel in Consumidor Moderno 's coverage.