Eduardo Henrique
Eduardo L. Henrique, Co-Founder & CEO at Wavy, will discuss artificial intelligence (AI) and consumer experiences at the Miami Summit of the Mobile Marketing Association on Oct. 30 with his talk Customer Experience with AI: The First Results Coming From LatAm. “This is a hot topic since there is a huge potential for disrupting certain markets related to consumer engagement with the technologies now available. LatAm has a key position in this revolution because Latinos are very open to mobile interactivity and there is a lot of room for improvement in cost optimization and processes,” Henrique said. Regarding how AI will help improve the consumer experience, Henrique forecast that the coming years will see interesting cases of its use in making chatbots better: “Today the consumer service format has huge conflicts of interests between suppliers, consumers and companies. It’s expensive, slow, inefficient, and users are almost always frustrated. AI has the potential to improve many aspects of the processes and will help provide much better experiences at much lower costs.” He hopes to share with and learn from other executives at the MMA Summit Miami 2019, who will present the first projects in the region. “To listen to advice and learn from others’ mistakes or experiences is always an important tool for maturing. I will share some numbers from projects we launched mainly in Brazil with bots using AI technology on such channels as WhatsApp Business API, Google RCS and Apple Business Chat, and I hope the example encourages people to exchange more experiences on the subject.” Henrique listed three goals for their teams in these projects: 1. Increase quality of the experience, growing NPS rates and also response KPIs. 2. Increase revenues by improving consumer engagement and feedback to clients. 3. Reduce client service costs by 80 percent. To do this, they need – Henrique said – clients willing to take the risk of starting these projects: “We need to test models that will sometimes fail and be able to fix them if they do, and then try again. We also need to work with clients to find a good biz model that saves them money and allows us to invest more in moving these technologies forward.”
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