Bots and artificial intelligence are hot topics in the business world. Artificial intelligence (AI), for example, is already used to automate repetitive tasks and analyze complex data. Bots are used to interact with customers, providing information quickly and accurately.
To talk about these subjects, the ABES Portal interviewed Wagner Gimenez, CEO of INSITE, about InBot, an agile and flexible platform for chatbots and artificial intelligence for conversations, and about trends, such as the impacts and applications of ChaptGPT.
“The way we interact with systems, companies and governments is undergoing a revolution thanks to AI. We believe that InBot is at the forefront of this transformation. Artificial intelligence is allowing us to do things more accurately, faster and more creatively, opening the door to a new era of intelligence and information.”, highlights Wagner.
In recent years, the company has won several recognitions in the market: Dr. Wilson at Everis' Empreenda Saúde in 2019; HDI 2020 award for the best service support chatbot, created together with Raízen (Cosan Group); and Bradesco's “Collaborate to Innovate” award and its innovation environment, Inovabra.
InBot operates in other countries through projects based in Brazil, but which are international, such as AmBev and Dr. Wilson. Currently, the company has fronts in the United States, Latin America and Africa.
Check out the full interview with Wagner Gimenez and enjoy the insights!
You created the INBot platform in 2001. How do you rate the evolution of InBot's AI Virtual Assistant since then?
Since 2001, when we started our journey with pioneering and exclusive projects, we have faced the challenges of an incipient technology and a non-existent market. But we are not content with the status quo and continue to invest in our platform, accompanying technological evolution and the needs of our customers. In 2018, we took a decisive step and became a dedicated InBot startup, focused on delivering high-impact conversational experiences with natural and personalized conversations, powered by AI. We have a great baggage and experience in this market, something that differentiates us from the competition and positions us as references in Brazil and in the world. We can say that we are a Brazilian “ChatGPT” and focused on specific content for our customers, since 2001.
How long does a service project via bot take to be implemented in a company?
InBot is an agile and flexible chatbot and conversational AI platform that adapts to the needs and complexities of each project. We have success stories where we deliver projects in just 2 weeks, with simple and efficient content, architecture and chatbot journeys. We also have cases of extremely complex projects, which involve many external integrations, approvals and information security schemes, which require up to 90 days. In all cases, we guarantee the quality and satisfaction of our customers, with personalized and innovative solutions. In addition, all of our chatbots deliver world-class conversational experiences, with a focus on fluid, humanized conversational design.
What advice would you give to a company that wants to implement customer service via a bot? How to start and how to integrate with human service?
The first tip I can give you for developing amazing and effective virtual assistants is: have clear goals and a phased implementation plan. Thus, it is possible to define the best channel, the tone of voice and the main services that will generate more impact and value for the company's users, guaranteeing the success of your project and the support of the user base which, in the end, is who we want to enchant. The second tip is: solve problems, don't transfer them. Integrate your chatbot with company systems to resolve your users' issues quickly and efficiently, do not route issues and suggest support links in all responses. And the third tip is: have human service on digital channels always integrated into your chatbot, for sensitive cases, great urgency, lack of integration or content in the chatbot's knowledge base.
How do you assess INSITE's market performance in 2022?
It was a year of many achievements, challenges and lessons learned for InBot. Thanks to our commitment to innovation and quality, we have been able to expand our portfolio of integrated solutions that go beyond conversational AI and chatbots. With up-to-date strategic partnerships focused on specific niches, we are able to take our technology to more customers and segments. In addition, we have improved our project delivery process with an agile and efficient virtual assistant development team. And we didn't stop there. We implemented a series of automations that transform data from conversations and behavior of virtual assistants into dashboards and reports that allow us to focus more on the intelligence of the operation than on the execution of tasks to obtain information. Last but not least, we evolved our NLP (Natural Language Processing), increasing accuracy and generalization of understanding within conversations with specific contexts, an important step to further improve our conversational experiences.
What are the company's plans for 2023?
The year 2023 is starting with a lot of excitement thanks to ChatGPT. The chatbot has been one of the most talked about and hot topics of the moment, and conversational experiences are taking on an even more significant role in people's lives. We know that it is essential that these experiences are complete, accurate and humanized as much as possible. InBot is ready to meet the challenges and make the most of the opportunities offered by AI. We are committed to leading this new era of intelligence and information, and to using our expertise to propel our customers and partners to the next level of success.
What other innovations has the company scheduled for 2023?
We created a product aimed at an important niche in our country: small and medium-sized companies (SMEs). We know that being an SME is a challenge, so we want to simplify the process of automating calls and conversations with our virtual assistants. Our team is ready to build the chatbots for these companies instead of just “trying to teach” them how to do it. We want to help SMEs to automate their processes with quality and efficiency, bringing cutting-edge technology to them.
How do you assess the impact of ChatGPT on the chatbot market?
ChatGPT is just the beginning of a revolution in conversational experiences, and we're ready to lead that transformation. That's why we've integrated our InSearch search platform with the InBot Virtual Assistant platform and ChatGPT. This combination of technologies allows us to provide accurate answers, without hallucinations and totally focused on our clients' objectives. This is key to taking conversational experiences to a new level, with fluidity, control, objectivity and accountability. We know that there are important issues to be discussed and overcome, such as security, responsibility and transparency. But we are committed to using our technology and embedded intelligence with the utmost responsibility, objectivity and transparency. It is critical that companies carefully choose their AI partners so that the growth and use of these technologies will have the best impacts for all.
