{"id":4398,"date":"2018-09-28T16:20:27","date_gmt":"2018-09-28T19:20:27","guid":{"rendered":"https:\/\/elife.com.br\/?p=4398"},"modified":"2018-10-05T14:57:24","modified_gmt":"2018-10-05T17:57:24","slug":"4-aplicacoes-estrategicas-para-voice-bots","status":"publish","type":"post","link":"https:\/\/elife.com.br\/index.php\/2018\/09\/28\/4-aplicacoes-estrategicas-para-voice-bots\/","title":{"rendered":"4 aplica\u00e7\u00f5es estrat\u00e9gicas para Voice Bots"},"content":{"rendered":"<div id=\"fb-root\"><\/div>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Os voice bots ser\u00e3o os grandes respons\u00e1veis pelo corte de custos com call centers e uma das apostas da E.life para otimizar a experi\u00eancia do consumidor com as marcas. Os rob\u00f4s de voz podem realizar conversa\u00e7\u00f5es sobre temas diversos utilizando tecnologias de reconhecimento e s\u00edntese de voz, como o Google Assistant. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Para isso, s\u00e3o utilizadas tecnologias oferecidas no mercado atrav\u00e9s das aplica\u00e7\u00f5es em nuvem de intelig\u00eancia artificial, da Amazon e Google, integradas pelas equipes de CRM e Tecnologia da E.life.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">E as aplica\u00e7\u00f5es para atendimento e conhecimento da jornada do consumidor s\u00e3o in\u00fameras: desde bots que entendem voz e respondem com texto\/a\u00e7\u00f5es, bots que recebem texto ou \u00e1udio e respondem por \u00e1udio\/voz, at\u00e9 bots que funcionam totalmente por voz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Selecionamentos 4 aplica\u00e7\u00f5es estrat\u00e9gicas para voice bots, confira!<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-4399 \" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/1-1-150x150.png\" alt=\"\" width=\"90\" height=\"90\" srcset=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/1-1-150x150.png 150w, https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/1-1.png 266w\" sizes=\"auto, (max-width: 90px) 100vw, 90px\" \/><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>1. Confirmar participa\u00e7\u00e3o em eventos<\/b><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Sua empresa pode usar um voice bot para facilitar o processo de confirma\u00e7\u00e3o de convidados de um evento, especialmente no caso de uma lista extensa de inscritos. A E.life desenvolveu um prot\u00f3tipo capaz de realizar liga\u00e7\u00f5es para uma linha de telefone fixa ou celular e estruturou <\/span><i><span style=\"font-weight: 400;\">scripts<\/span><\/i><span style=\"font-weight: 400;\"> do fluxo de conversa, com uma \u201cintrodu\u00e7\u00e3o\/sauda\u00e7\u00e3o\u201d explicando que aquele era um bot da E.life e que o objetivo era saber se a pessoa iria comparecer ou n\u00e3o ao evento.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">De acordo com a resposta do usu\u00e1rio (vou comparecer\/n\u00e3o vou comparecer), o bot tinha rea\u00e7\u00f5es diferentes. E \u00e9 aqui que entra uma das principais partes do processo: a resposta que o usu\u00e1rio fornece \u00e9 em \u00e1udio, j\u00e1 que se trata de uma liga\u00e7\u00e3o telef\u00f4nica. Por\u00e9m, para que o bot d\u00ea a resposta correta para o usu\u00e1rio, \u00e9 preciso que o voice bot transcreva o que foi falado para que, ent\u00e3o, ele acione o <\/span><i><span style=\"font-weight: 400;\">script <\/span><\/i><span style=\"font-weight: 400;\">certo de comando.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Confira aqui as chamadas feitas com o voice bot!<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Quando o convidado respondeu que iria comparecer ao evento:<\/span><\/li>\n<\/ul>\n<p><iframe loading=\"lazy\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/tracks\/454597068&amp;color=%23ff5500&amp;auto_play=false&amp;hide_related=false&amp;show_comments=true&amp;show_user=true&amp;show_reposts=false&amp;show_teaser=true&amp;visual=true\" width=\"100%\" height=\"100\" frameborder=\"no\" scrolling=\"no\"><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Quando o convidado respondeu que n\u00e3o iria comparecer ao evento:<\/span><\/li>\n<\/ul>\n<p><iframe loading=\"lazy\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/tracks\/454597056&amp;color=%23ff5500&amp;auto_play=false&amp;hide_related=false&amp;show_comments=true&amp;show_user=true&amp;show_reposts=false&amp;show_teaser=true&amp;visual=true\" width=\"100%\" height=\"100\" frameborder=\"no\" scrolling=\"no\"><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Para compreens\u00e3o do que os convidados falavam, a E.life utilizou a API de reconhecimento de voz do Google, que tamb\u00e9m est\u00e1 sendo aplicada a diversos projetos de automa\u00e7\u00e3o de call center. <\/span><\/p>\n<p><a href=\"https:\/\/elife.com.br\/index.php\/2018\/06\/01\/voice-bots-ja-sao-realidade-para-o-mercado-e-reduzem-custos-com-call-centers\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Veja o case completo!<\/span><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><b><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4400 alignleft\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/2-1.png\" alt=\"\" width=\"90\" height=\"90\" srcset=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/2-1.png 261w, https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/2-1-150x150.png 150w\" sizes=\"auto, (max-width: 90px) 100vw, 90px\" \/><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>2. Cobran\u00e7a<\/b><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Um voice bot pode ser usado por empresas da \u00e1rea de cobran\u00e7as e lembrar os clientes do vencimento das pr\u00f3ximas faturas, por exemplo. Nenhum tipo de cobran\u00e7a \u00e9 agrad\u00e1vel, mas o voice bot pode se tornar um aliado dos devedores, ajudando-os a n\u00e3o acumularem ainda mais d\u00edvidas. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Isso depender\u00e1 da forma como a \u00e1rvore de di\u00e1logo for estruturada. O voice bot deve ser amig\u00e1vel, conversar de forma natural e transparecer que deseja ajudar. O objetivo \u00e9 automatizar o processo de cobran\u00e7a, evitando o constrangimento de quem recebe a cobran\u00e7a.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">O foco deve ser a experi\u00eancia do cliente. A jornada do consumidor com a marca precisa ser positiva para que ele n\u00e3o se sinta pressionado pela cobran\u00e7a. <\/span><span style=\"font-weight: 400;\">O Customer Experience influencia a percep\u00e7\u00e3o do consumidor em rela\u00e7\u00e3o \u00e0 marca e, por consequ\u00eancia, afeta o valor econ\u00f4mico dela no mercado.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4401 alignleft\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/3-1.png\" alt=\"\" width=\"90\" height=\"90\" srcset=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/3-1.png 260w, https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/3-1-150x150.png 150w\" sizes=\"auto, (max-width: 90px) 100vw, 90px\" \/><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>3. Agendamento de tarefas<\/b><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Ao longo do dia a dia, diversos compromissos e tarefas surgem e precisam da nossa aten\u00e7\u00e3o. Mas como organizar isso com praticidade e agilidade? Por meio de voice bots para Agendamento de Tarefas!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Essa \u00e9 a ess\u00eancia do <\/span><a href=\"https:\/\/assistant.google.com\/intl\/pt_br\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Google Assistant<\/span><\/a><span style=\"font-weight: 400;\">. Por meio das <\/span><span style=\"font-weight: 400;\">Google Actions (em tradu\u00e7\u00e3o literal, \u201ca\u00e7\u00f5es do Google\u201d) do aplicativo, pequenas tarefas do dia a dia podem ser otimizadas.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00c9 poss\u00edvel perguntar ao Google Assistant como est\u00e1 o tempo, onde jantar no s\u00e1bado \u00e0 noite e checar o status do seu pr\u00f3ximo voo, por exemplo. E o Brasil j\u00e1 \u00e9 o <\/span><a href=\"https:\/\/www1.folha.uol.com.br\/tec\/2018\/09\/desafio-do-google-e-a-voz-diz-primeiro-funcionario-da-empresa-no-brasil.shtml?utm_source=facebook&amp;utm_medium=social&amp;utm_campaign=compfb\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">terceiro pa\u00eds mais ativo do mundo<\/span><\/a><span style=\"font-weight: 400;\"> no uso do Google Assistant em dispositivos m\u00f3veis, segundo Berthier Ribeiro-Neto, diretor de laborat\u00f3rio de engenharia do Google na Am\u00e9rica Latina. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Em um dos prot\u00f3tipos desenvolvidos para Google Assistant, a E.life criou um assistente inteligente para agendamento de consultas. Aplicativos como este devem reduzir custos e se tornarem padr\u00e3o de mercado na pr\u00f3xima d\u00e9cada.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Confira o v\u00eddeo case: <\/span><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/fIKKA35z1v4\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><strong><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-4402 alignleft\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/4-1.png\" alt=\"\" width=\"90\" height=\"90\" srcset=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/4-1.png 262w, https:\/\/elife.com.br\/wp-content\/uploads\/2018\/09\/4-1-150x150.png 150w\" sizes=\"auto, (max-width: 90px) 100vw, 90px\" \/><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong>4. <\/strong><b>Pesquisa de mercado<\/b><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">As decis\u00f5es de consumo est\u00e3o cada vez mais velozes e cont\u00ednuas, resultado de est\u00edmulos recebidos a todo o momento. Prever tend\u00eancias e pr\u00f3ximos passos de potenciais consumidores \u00e9 um grande desafio enfrentado pelas empresas hoje.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Com a presen\u00e7a t\u00e3o forte de pessoas cada vez mais conectadas ao Facebook, a investiga\u00e7\u00e3o de mercado usando a internet ganha um novo significado. \u00c9 preciso que marcas entendam que seu p\u00fablico agora est\u00e1 no celular o tempo todo e na internet, e n\u00e3o h\u00e1 mais tempo nem paci\u00eancia para responder question\u00e1rios na rua ou por telefone. \u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As perguntas programadas para o voice bot s\u00e3o simples e diretas e podem ser programadas de acordo com a necessidade de cada empresa numa r\u00e9gua de relacionamento a longo prazo.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Qual sua cor predileta neste ver\u00e3o?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Cerveja ou Catuaba na balada?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Paga mais por org\u00e2nicos?<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Para atender a esta demanda, a E.life criou a Juli, um <\/span><span style=\"font-weight: 400;\">bot que permite a aplica\u00e7\u00e3o de question\u00e1rios de pesquisa de mercado atrav\u00e9s do Facebook Messenger. O servi\u00e7o foi lan\u00e7ado como ferramenta para ampliar o conhecimento sobre o consumidor de forma l\u00fadica, o que gera engajamento e faz com que ele permane\u00e7a em seu ambiente: o Facebook.<\/span><\/p>\n<p><a href=\"https:\/\/www.facebook.com\/juliopbot\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Converse com a Juli aqui!<\/span><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Em 2017, a E.life fez uma pesquisa de mercado via Facebook Messenger para entender os h\u00e1bitos de cuidados capilares das consumidoras brasileiras e todos os resultados voc\u00ea confere <\/span><a href=\"https:\/\/elife.com.br\/index.php\/2017\/12\/07\/o-que-uma-caminhada-na-avenida-paulista-pode-nos-ensinar-sobre-pesquisa-de-mercado\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">aqui<\/span><\/a><span style=\"font-weight: 400;\">. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">A Juli pode ligar para uma lista de telefones com <\/span><i><span style=\"font-weight: 400;\">opt-in<\/span><\/i><span style=\"font-weight: 400;\"> pr\u00e9vio (clientes que a marca j\u00e1 falou pelo call center ou que deram permiss\u00e3o para serem contactados) e fazer algumas perguntas com voz. A Juli tamb\u00e9m pode realizar pesquisas usando a plataforma Facebook Messenger, para clientes que j\u00e1 utilizaram o inbox da marca, por exemplo.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Como come\u00e7ar?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">O importante no primeiro momento \u00e9 conhecer a jornada do consumidor, mapear os pontos de contato (touchpoints) que o consumidor utiliza e criar aplica\u00e7\u00f5es que resolvam problemas simples, mas que principalmente aqueles que demandem maior custo da empresa.<\/span><\/p>\n<p><a href=\"https:\/\/elife.com.br\/bots\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Conhe\u00e7a nossos cases!<\/span><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Quer saber como criar o seu voice bot e colocar em pr\u00e1tica essas aplica\u00e7\u00f5es? Fale com a E.life.<\/span><\/p>\n<div>\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f4130-o1\" lang=\"pt-BR\" dir=\"ltr\" data-wpcf7-id=\"4130\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/index.php\/wp-json\/wp\/v2\/posts\/4398#wpcf7-f4130-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Formul\u00e1rios de contato\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"4130\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.2.3\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"pt_BR\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f4130-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<\/fieldset>\n<!--<img decoding=\"async\" class=\"alignnone size-full wp-image-3156\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2019\/02\/USAR-SEMPRE-BLOG-ELIFECall_To_Action_Preto.jpg\" alt=\"\" width=\"365\" style=\"margin-bottom: 20px;\" \/>-->\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-3156\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2019\/02\/header-form-blue.jpg\" alt=\"\" width=\"365\" style=\"margin-bottom: 20px;\" \/><br \/>\n<label> Seu nome (*)<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"seu-nome\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required form-control\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"seu-nome\" \/><\/span> <\/label>\n<\/p>\n<p><label> Seu e-mail (*)<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"seu-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email form-control\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"email\" name=\"seu-email\" \/><\/span> <\/label>\n<\/p>\n<p><label> Empresa<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"sua-empresa\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required form-control\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"sua-empresa\" \/><\/span> <\/label>\n<\/p>\n<p><label> Telefone (*)<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"seu-telefone\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-tel wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-tel form-control\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"tel\" name=\"seu-telefone\" \/><\/span> <\/label>\n<\/p>\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner btn btn-primary bt-blue\" type=\"submit\" value=\"Solicite um Consultor\" \/>\n<\/p>\n<p><script>\ndocument.addEventListener( 'wpcf7mailsent', function( event ) { \nga('send', 'event', 'lead', 'clique', 'Solicite um Consultor - Post Blog');\n}, false );\n<\/script>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n<\/div>\n<hr \/>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Os voice bots ser\u00e3o os grandes respons\u00e1veis pelo corte de custos com call centers e uma das apostas da E.life para otimizar a experi\u00eancia do consumidor com as marcas. Os rob\u00f4s de voz podem realizar conversa\u00e7\u00f5es sobre temas diversos utilizando tecnologias de reconhecimento e s\u00edntese de voz, como o Google Assistant. Para isso, s\u00e3o utilizadas [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":4403,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[193,176,98,338],"class_list":["post-4398","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-bot","tag-chatbot","tag-facebook-messenger","tag-voice-bot"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>4 aplica\u00e7\u00f5es estrat\u00e9gicas para Voice Bots - Elife Brasil<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/elife.com.br\/index.php\/2018\/09\/28\/4-aplicacoes-estrategicas-para-voice-bots\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"4 aplica\u00e7\u00f5es estrat\u00e9gicas para Voice Bots - Elife Brasil\" \/>\n<meta property=\"og:description\" content=\"Os voice bots ser\u00e3o os grandes respons\u00e1veis pelo corte de custos com call centers e uma das apostas da E.life para otimizar a experi\u00eancia do consumidor com as marcas. Os rob\u00f4s de voz podem realizar conversa\u00e7\u00f5es sobre temas diversos utilizando tecnologias de reconhecimento e s\u00edntese de voz, como o Google Assistant. 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