{"id":6496,"date":"2021-01-15T10:59:26","date_gmt":"2021-01-15T13:59:26","guid":{"rendered":"https:\/\/elife.com.br\/?p=6496"},"modified":"2021-01-15T11:07:47","modified_gmt":"2021-01-15T14:07:47","slug":"case-customer-experience-i-inovacao-no-shopping-colombo-com-uso-de-bots-de-voz","status":"publish","type":"post","link":"https:\/\/elife.com.br\/index.php\/2021\/01\/15\/case-customer-experience-i-inovacao-no-shopping-colombo-com-uso-de-bots-de-voz\/","title":{"rendered":"Case Customer Experience I Inova\u00e7\u00e3o no Shopping Colombo com uso de bots de voz"},"content":{"rendered":"<div id=\"fb-root\"><\/div>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Nos \u00faltimos anos, os <strong>shoppings t\u00eam se reinventado<\/strong> para se tornarem um local n\u00e3o s\u00f3 de compras mas tamb\u00e9m de servi\u00e7os e experi\u00eancias. Afinal, diante da facilidade das compras online, um espa\u00e7o f\u00edsico tem que ir al\u00e9m nos seus diferenciais para ser competitivo frente aos e-commerces e marketplaces. Trazer inova\u00e7\u00e3o, tecnologia e boas ideias que <strong>facilitem a experi\u00eancia do cliente<\/strong> em todos os pontos de contato.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Esse foi o caso do Shopping Colombo, em Lisboa (Portugal), que recentemente automatizou o seu atendimento no ponto de venda com um bot <\/span><a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.google.android.apps.chromecast.app&amp;hl=pt_BR&amp;gl=US\"><span style=\"font-weight: 400;\">Google Home<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h2><\/h2>\n<h2><span style=\"font-weight: 400;\">Como o Shopping Colombo melhorou a sua experi\u00eancia do cliente?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Diariamente milhares de pessoas que circulam pelo centro de compras, precisam de alguma informa\u00e7\u00e3o sobre localiza\u00e7\u00e3o das lojas. E por que n\u00e3o tornar esse servi\u00e7o mais pr\u00e1tico para os clientes e mais f\u00e1cil de gerenciar para o mall?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sendo assim, a <\/span><a href=\"https:\/\/elifeportugal.com\/\"><span style=\"font-weight: 400;\">Elife Portugal<\/span><\/a><span style=\"font-weight: 400;\">, empresa brasileira de atua\u00e7\u00e3o internacional, desenvolveu um <strong>atendimento omnichannel de texto e voz automatizado<\/strong> para que os clientes possam tirar as suas d\u00favidas de forma segura e sem contato humano.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Este percurso teve in\u00edcio h\u00e1 dois anos, com o desenvolvimento do chatbot, dispon\u00edvel no Messenger, na App e no Site do centro de compras.\u00a0 Seguindo a tend\u00eancia de oferecer diversos pontos de contato ao consumidor multicanal. Ent\u00e3o, em 2020, o Shopping Colombo avan\u00e7ou com o atendimento automatizado de voz. O Google Assistant do shopping est\u00e1 dispon\u00edvel <strong>n\u00e3o s\u00f3 no digital mas tamb\u00e9m num dispositivo f\u00edsico<\/strong> nos corredores do centro de compras &#8211; esclarecendo d\u00favidas sobre servi\u00e7os, ofertas de lojas, etc.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Atrav\u00e9s de caixinhas do Google Assistente instaladas em locais estrat\u00e9gicos, os clientes passaram a tirar suas d\u00favidas com o assistente virtual. Uma vers\u00e3o <strong>inovadora e mais segura<\/strong>, em tempos de COVID, do balc\u00e3o de informa\u00e7\u00f5es.\u00a0 Al\u00e9m disso, mais pr\u00e1tica do que digitar, principalmente para quem est\u00e1 em movimento. Essa <strong>experi\u00eancia interativa<\/strong> s\u00f3 foi poss\u00edvel gra\u00e7as ao <\/span><a href=\"https:\/\/home.vozxpress.pt\/\"><span style=\"font-weight: 400;\">VozXpress<\/span><\/a><span style=\"font-weight: 400;\"> &#8211; solu\u00e7\u00e3o de atendimento operada por intelig\u00eancia artificial e respons\u00e1vel pelo atendimento do \u201cFale Conosco\u201d. Servi\u00e7o dispon\u00edvel no site e no app do Shopping Colombo.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Com esta evolu\u00e7\u00e3o, foi poss\u00edvel otimizar estruturas, esfor\u00e7o, investimento mas, sobretudo, intelig\u00eancia. Um win-win perfeito!<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">O uso da voz na rotina dos consumidores<\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6004\" src=\"https:\/\/elife.com.br\/wp-content\/uploads\/2020\/03\/thomas-kolnowski-28qIgkH3IKQ-unsplash-1.jpg\" alt=\"\" width=\"750\" height=\"422\" \/><\/p>\n<p><span style=\"font-weight: 400;\">A presen\u00e7a dos assistentes de voz no dia a dia \u00e9 uma forte tend\u00eancia em todo o mundo. E s\u00f3 foi foi acelerada pela pandemia. De acordo com o Google, no Brasil 60% das pessoas j\u00e1 utilizaram a fala para ativar o celular. Al\u00e9m disso, com o isolamento social foi registrado um <strong>aumento de 47% dos servi\u00e7os por voz<\/strong>, segundo pesquisa da Ilumeo. Assim, cada vez mais essa forma de realizar tarefas ser\u00e1 uma realidade tanto nos ambientes privados quantos nos espa\u00e7os p\u00fablicos. Afinal, com respostas precisas sem a necessidade de digitar \u00e9 poss\u00edvel realizar outras <strong>atividades simultaneamente<\/strong>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Quando falamos no uso de assistentes virtuais para marcas, eles podem ir al\u00e9m de auxiliar nas necessidades dos consumidores.\u00a0 As automa\u00e7\u00f5es permitem <strong>avaliar resultados e oferecer melhorias nos servi\u00e7os<\/strong>. As possibilidades s\u00e3o muitas, desde criar pesquisas de satisfa\u00e7\u00e3o instant\u00e2neas at\u00e9 filtrar as necessidades e perfil dos clientes. E no caso de d\u00favidas mais detalhadas, os chatbots da Elife tamb\u00e9m contemplam uma plataforma de chat para atendimento humanizado.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Se voc\u00ea deseja conhecer mais sobre esse produto e como os chatbots Elife ajudam outras marcas, visite o <\/span><a href=\"https:\/\/chatbots.elife.com.br\/\"><span style=\"font-weight: 400;\">site<\/span><\/a><span style=\"font-weight: 400;\">. Nossos consultores est\u00e3o prontos para automatizar seus canais no Facebook Messenger, WhatsApp, E-commerce e Central Telef\u00f4nica.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; Nos \u00faltimos anos, os shoppings t\u00eam se reinventado para se tornarem um local n\u00e3o s\u00f3 de compras mas tamb\u00e9m de servi\u00e7os e experi\u00eancias. Afinal, diante da facilidade das compras online, um espa\u00e7o f\u00edsico tem que ir al\u00e9m nos seus diferenciais para ser competitivo frente aos e-commerces e marketplaces. Trazer inova\u00e7\u00e3o, tecnologia e boas ideias [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":6497,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[71,346,70,169,28,403],"class_list":["post-6496","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-bots","tag-customer-experience","tag-e-life-intelligence","tag-inteligencia-artificial","tag-tendencias","tag-voicebots"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Case Customer Experience I Inova\u00e7\u00e3o no Shopping Colombo com uso de bots de voz - Elife Brasil<\/title>\n<meta name=\"description\" content=\"A intelig\u00eancia artificial pode ser um diferencial na experi\u00eancia do cliente. 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