Previous Recommendations

Before moving on to designing and configuring a bot for your company, we offer the following recommendations that will help make the bot design process easier and ensure that once implemented, the bot is a success among your customers and prospects:

• Your company must have clear and defined objectives for the bot, that is, the desired outcome and the impact it will have on the company's operations and customers. This objective should be determined within the scope of the bot and must be measurable. Some examples of these objectives are:

1. Reduce response times to customer requests by 40% and provide specialized attention on Saturdays, Sundays, and holidays.

2. Increase my company's sales by $25,000 USD per month for the first 3 months. Then, increase sales by 5% monthly.

3. Automate the capture of qualified leads for my company, considering that a qualified lead corresponds to a natural person with an acceptable debt capacity and no reports in Risk Centers.

• Although it is necessary to have one or more clear and defined objectives for the bot, it is advisable to treat each objective as an independent project and tackle them one by one. Generally, the first objective to work on will be the one with the greatest impact on the company and its customers. Once the bot has been implemented for the first objective, its behavior will be analyzed, adjustments will be made, and work will move on to the next objective.

• It is important to analyze the available budget for the implementation of bots and virtual assistants, as the use of advanced tools such as generative AI-powered agents or specific channels like WhatsApp entails additional costs that increase as the complexity of the bot grows. Clearly defining the bot's scope, including its tasks and functionalities, is essential to avoid unnecessary expenses and to estimate the monthly resource consumption accurately.

• Keep in mind that a good virtual assistant service is not complete without the option to transfer the conversation to a human agent. Bots are constantly being trained and learning, and in some cases may not have a clear response to the customer's request. To avoid the customer having a bad experience, experiencing frustration, and becoming a detractor of your company, it is recommended to give them the option to talk to a human person/agent who can solve their request and provide quality service.

• Bots are capable of providing 24/7 customer service. In case a customer requests human agent assistance outside of availability hours (nights, weekends, holidays, etc.), the bot can inform the customer that their request will be reviewed as soon as possible. It is important to define these types of behaviors so that the customer can be reassured that their request will eventually be attended to.

• Once the bot is up and running and interacting with customers, it is important to analyze the collected information and define what improvements can be made to the bot flow. Information such as questions that the bot failed to answer, the number of conversations transferred to a human agent, and the most frequent actions of customers are some of the most useful metrics for improving the bot.