We discuss how to scale customer service on WhatsApp by combining automation and artificial intelligence: how to maintain a human tone, when to route conversations to an agent, and which metrics show whether the customer experience is improving or declining.
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EPISODE 31Digitizing is not transforming. This episode identifies the most common mistakes in digital transformation processes and the proper sequence to execute them.
EPISODE 29Automating a flawed process only accelerates errors. This episode explains how to align your strategy before scaling with artificial intelligence and CRM.
EPISODE 19Guest: Ricardo Urrea
Ricardo Urrea explains how the Customer Success role evolves when AI enables the anticipation of churn risks.
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