Artificial Intelligence (AI) and various messaging platforms are transforming the way companies communicate with their customers, marking a before-and-after moment in customer experience management. In recent years, we have witnessed a rapid adaptation of these technologies to enable more direct, efficient, and personalized interactions with consumers through the channels they already use in their daily lives.
A clear example of this is WhatsApp, which has established itself as a key communication channel and tool in customer service strategies thanks to its immediacy, massive reach, and ease of use. This is combined with the power of Artificial Intelligence, enabling companies to automate responses, provide 24/7 assistance, and anticipate user needs through predictive analytics and increasingly sophisticated conversational assistants.
However, the use of this type of technology brings various challenges, such as ethical concerns, as well as the necessity to ensure the privacy and security of the data used. Additionally, organizations must make careful decisions about when to automate and when to preserve human intervention to maintain the empathetic component that characterizes a good customer experience.
On the other hand, another important role of this technology is in addressing climate change, as virtual assistants have become a useful tool to inform, guide, and support people in various situations.
In this podcast, we talk with Rosa Narváez, Director of Strategy and Transformation at Zurich Duo, about the digital strategy on WhatsApp using AI and its impact on customer experience.
Rosa Narváez has more than 12 years of experience working at the intersection of design, technology, and innovation. She has led transformation projects for companies like Coca-Cola, BBVA, McDonald’s, and Iberia. In 2019, NASA recognized her work with the “Best Use of Science” award for a project that combined computer vision and citizen science. Her projects on conversational platforms such as Alexa and WhatsApp have also been highlighted by META and Amazon.
She recently concluded her role as Director of Strategy and Service Transformation at Zurich Spain to lead the Strategy and Transformation area of Zurich Duo: the new in-house agency and consultancy of Zurich aimed at accelerating the customer experience globally.
As a speaker and advocate, she collaborates with various institutions to raise the visibility of women in technology and promote a more humanized Artificial Intelligence.
What can you expect to hear in this podcast?
- The impact of technological transformation on customers’ daily lives.
- The role of AI in transforming the customer experience.
- The major ethical challenges faced during its implementation.
- The factors behind choosing WhatsApp as part of the communication strategy with customers.
- The challenge of ensuring data privacy and security.
- How conversational assistants can help during times of climate change.
- The challenges and applicability of AI in managing customer experience.
We look forward to seeing you on Digital Talks by t2ó! The episode is already available on our channels: Spotify, Apple Podcast, YouTube, and iVoox. 🎧
If you enjoyed it and found it valuable for your business, don’t miss out on the other episodes—you’ll learn from/with the best! 🤓
