{"id":4655,"date":"2018-12-19T13:57:45","date_gmt":"2018-12-19T16:57:45","guid":{"rendered":"https:\/\/elife.com.br\/?p=4655"},"modified":"2024-01-23T17:50:46","modified_gmt":"2024-01-23T20:50:46","slug":"elife-se-consolida-no-mercado-de-bots-e-voice-bots-em-2018","status":"publish","type":"post","link":"https:\/\/elife.com.br\/index.php\/2018\/12\/19\/elife-se-consolida-no-mercado-de-bots-e-voice-bots-em-2018\/","title":{"rendered":"Elife se consolida no mercado de bots e voice bots em 2018"},"content":{"rendered":"<div id=\"fb-root\"><\/div>\n<hr \/>\n<p><span style=\"font-weight: 400;\">2018 termina com sentimento de dever cumprido para o time de chatbots da Elife. Al\u00e9m de nos tornarmos <\/span><a href=\"https:\/\/www.facebook.com\/business\/solutions-explorer\/campaign_management\/\" target=\"_blank\" rel=\"noopener\"><b>Facebook Marketing Partners<\/b><\/a><b>, <\/b><span style=\"font-weight: 400;\">comunidade global de empresas reconhecidas como parceiros oficiais da plataforma, encerramos 2018 com <\/span><span style=\"font-weight: 400;\">24 bots entregues e ativos, al\u00e9m de mais dois em desenvolvimento e tamb\u00e9m uma Action do Google lan\u00e7ada.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4656\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/12\/1-1.jpg\" alt=\"\" width=\"600\" height=\"347\" \/><\/p>\n<p><span style=\"font-weight: 400;\">12 destes bots s\u00e3o de Portugal, dois da Espanha e 10 do Brasil e falam portugu\u00eas, espanhol e ingl\u00eas.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">S\u00e3o alguns deles:<\/span><\/p>\n<p><b>Brasil:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Salvador Norte<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Salvador Shopping <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Shopping RioMar Recife<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Suvinil<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Enotel Resorts &amp; Spa<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Cacau Show<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Juli (Elife)<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.facebook.com\/messages\/t\/riomarrecife\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4657\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/12\/2-1.jpg\" alt=\"\" width=\"600\" height=\"325\" \/><\/a><\/p>\n<p><i><span style=\"font-weight: 400;\">Clique na imagem para conversar com o bot <\/span><\/i><\/p>\n<p><b>Portugal:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Sua Farm\u00e1cia Online<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Shopping Centro Colombo (Sonae&amp;Sierra)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Norte Shopping (Sonae&amp;Sierra)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Leaseplan<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Super Bock<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">ERA Imobili\u00e1ria<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Auchan<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Yammi<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Continente<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">IKEA<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">M\u00f3<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.facebook.com\/messages\/t\/centrocolombo\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4658\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/12\/3.gif\" alt=\"\" width=\"600\" height=\"353\" \/><\/a><\/p>\n<p><i><span style=\"font-weight: 400;\">Clique na imagem para conversar com o bot <\/span><\/i><\/p>\n<p><b>Espanha:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Bershka <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Banco Sabadell<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Em 2018, nossos bots foram respons\u00e1veis por atender mais de 92 mil usu\u00e1rios \u00fanicos (ano passado foram 70 mil) e cerca de 1 milh\u00e3o de mensagens foram enviadas durante as conversas. O volume dobrou em rela\u00e7\u00e3o ao ano passado, quando atingimos a marca de 490 mil mensagens.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">William Ferreira, Coordenador de Projetos na Elife, explica porque bots e voice bots foram a grande aposta da Elife em 2018: \u201cA crescente demanda de conversa\u00e7\u00f5es entre consumidores e marcas em redes sociais gera oportunidades para intera\u00e7\u00f5es cada vez mais personalizadas e privadas. A necessidade tamb\u00e9m de ampliar a disponibilidade do atendimento e o ganho de escala fizeram as empresas \u00a0apostarem nos bots. E hoje, j\u00e1 atendemos 30% dos consumidores via rob\u00f4s, com 94% de assertividade.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Alexandre Gama, Diretor de Customer Experience na Elife, complementa: \u201c<\/span><span style=\"font-weight: 400;\">No universo do Atendimento ao Consumidor, nos mais variados segmentos, existem demandas recorrentes, de alto volume e di\u00e1rias. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Antes do advento dos bots, essas demandas eram todas tratadas por humanos, gerando um alto custo de pessoas para as empresas. A Elife apostou que os bots poderiam resolver esses tipo de caso de forma mais r\u00e1pida, assertiva e barata, gerando economia financeira para seus clientes e proporcionando uma melhor experi\u00eancia e comodidade para o consumidor.\u201d<\/span><\/p>\n<p><b>Os ganhos das empresas que investiram em bots em 2018<\/b><\/p>\n<p><span style=\"font-weight: 400;\">O objetivo dos chatbots \u00e9 apoiar e dimensionar as equipes de neg\u00f3cios em suas rela\u00e7\u00f5es com os clientes. Diferentemente do atendimento humano, um chatbot est\u00e1 dispon\u00edvel 24 horas, 7 dias por semana. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Al\u00e9m disso, permitem economia de capital humano, facilitam o atendimento ao usu\u00e1rio com respostas instant\u00e2neas e \u201cself-service de informa\u00e7\u00f5es\u201d (o usu\u00e1rio guia onde quer chegar, sem ajuda) e s\u00e3o de f\u00e1cil manuten\u00e7\u00e3o e propaga\u00e7\u00e3o. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">William Ferreira elenca os principais ganhos das empresas em 2018 ao investirem em bots:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u201c<\/span><b>Redu\u00e7\u00e3o de custos: <\/b><span style=\"font-weight: 400;\">em um dos nossos cases, nossa opera\u00e7\u00e3o com pessoas que comportava o atendimento de 18*7 (segunda \u00e0 domingo, das 6h \u00e0s 0h) foi reduzida para hor\u00e1rio comercial (segunda \u00e0 sexta das 9h \u00e0s 18h). Esta adapta\u00e7\u00e3o se tornou inevit\u00e1vel j\u00e1 que o bot come\u00e7ou a suprir a demanda existente nesses hor\u00e1rios alternativos. <\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Agilidade de resposta: <\/b>o <span style=\"font-weight: 400;\">tempo m\u00e9dio de resposta das marcas nas redes sociais \u00e9 de 2h. Com a implementa\u00e7\u00e3o dos bots as empresas passaram a ter respostas imediatas e SLAs maiores apenas para casos nos quais a tratativa humana \u00e9 imprescind\u00edvel. <\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Expans\u00e3o de atendimento: <\/b><span style=\"font-weight: 400;\">opera\u00e7\u00f5es 24*7 s\u00e3o quase inexistentes devido aos grandes custos de manuten\u00e7\u00e3o, por\u00e9m, \u00e9 importante ressaltar que os <\/span><a href=\"https:\/\/exame.abril.com.br\/tecnologia\/estudo-desvenda-os-horarios-nobres-das-redes-sociais\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">picos de uso<\/span><\/a><span style=\"font-weight: 400;\"> das redes sociais est\u00e3o concentrados justamente nos hor\u00e1rios de &#8220;descanso&#8221; do p\u00fablico, \u00a0entre 12h \u00e0s 14h e 18h \u00e0s 22h. per\u00edodo em que a maioria das opera\u00e7\u00f5es humanas j\u00e1 n\u00e3o est\u00e3o em atividade. Por isso, termos rob\u00f4s dispon\u00edveis para o primeiro contato com o consumidor, garante atendimento a qualquer hora do dia.\u201d<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">D\u00e9bora Oliveira, Designer de Conversas, tamb\u00e9m cita o exemplo de uma empresa que implementou um chatbot em seu atendimento e como isso impactou nos neg\u00f3cios da companhia: <\/span><span style=\"font-weight: 400;\">\u201cDe setembro para c\u00e1 o volume de intera\u00e7\u00f5es no Facebook do bot da Sua Farm\u00e1cia Online, de Portugal, praticamente triplicou. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Esse bot funciona tanto com menus quanto com NLU (natural-language understanding) e pessoas atendendo. Mas a necessidade de atendimento feita por um ser humano n\u00e3o chegou a 20% do total de intera\u00e7\u00f5es do bot. Ou seja: de maneira geral, o bot atende \u00e0s necessidades de quem vai a esta empresa buscar informa\u00e7\u00f5es b\u00e1sicas e quer uma atendimento r\u00e1pido e sem burocracias.\u201d <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Gabriel Cintra, da equipe Elife, complementa: \u201cDentre outras vantagens, chatbots com personalidades revigoram a identidade de marcas e alguns at\u00e9 mesmo tornam-se as figuras prim\u00e1rias de marketing. A versatilidade do bot \u00e9 outra vantagem: um atendente virtual pode falar quantos idiomas \u2018quiser\u2019. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Em campanhas promocionais, nosso chatbot da marca Super Bock, tamb\u00e9m de Portugal, movimentou grupos de amigos e familiares com a ativa\u00e7\u00e3o do \u2018Jantar de Natal\u2019 que marcaram encontros em pontos de venda da bebida para confraterniza\u00e7\u00f5es. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">V\u00eddeos, panfletos e muitas mensagens foram trocadas sobre isso, movimentando mais de 200 mil intera\u00e7\u00f5es e mostrando como um simples chatbot pode trazer grande potencial de divulga\u00e7\u00e3o para uma marca.\u201d<\/span><\/p>\n<p><a href=\"https:\/\/www.facebook.com\/messages\/t\/SuperBock\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4660\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2018\/12\/4-min.gif\" alt=\"\" width=\"601\" height=\"343\" \/><\/a><\/p>\n<p><i><span style=\"font-weight: 400;\">Clique na imagem para conversar com o bot <\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Ficou interessado e deseja saber mais?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A Elife tem uma equipe dedicada ao desenvolvimento de bots e voice bots: navega\u00e7\u00e3o, programa\u00e7\u00e3o, redatores e designers est\u00e3o preparados para criar a automa\u00e7\u00e3o ideal para atender \u00e0 sua demanda. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\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\/4655#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<\/span><\/p>\n<hr \/>\n","protected":false},"excerpt":{"rendered":"<p>2018 termina com sentimento de dever cumprido para o time de chatbots da Elife. Al\u00e9m de nos tornarmos Facebook Marketing Partners, comunidade global de empresas reconhecidas como parceiros oficiais da plataforma, encerramos 2018 com 24 bots entregues e ativos, al\u00e9m de mais dois em desenvolvimento e tamb\u00e9m uma Action do Google lan\u00e7ada. 12 destes bots [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":4659,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[193,365,338],"class_list":["post-4655","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-bot","tag-retrospectiva-2018","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>Elife se consolida no mercado de bots e voice bots em 2018 - 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\/12\/19\/elife-se-consolida-no-mercado-de-bots-e-voice-bots-em-2018\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Elife se consolida no mercado de bots e voice bots em 2018 - Elife Brasil\" \/>\n<meta property=\"og:description\" content=\"2018 termina com sentimento de dever cumprido para o time de chatbots da Elife. 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