Multiplan Empreendimentos Imobiliários S A : Zeca, the “self-aware robot” created to serve Multiplan's clients

Launched as yet another solution to facilitate Multiplan's relations with its shopping center clients, the Company's chatbot is now officially presented with its own identity and personality: Zeca is the artificial intelligence bot that acts as a multichannel virtual assistant. The name is inspired by the Company's founder and CEO, José Isaac Peres, and the technology was developed by the internal team at MIND (Multiplan's Marketing, Innovation and Digital Business division). Zeca's goal is the same as Multiplan's: to make people's lives better!

The chatbot is available 24 hours a day, seven days a week, and is already present on the websites of all the malls managed by the Company. At ShoppingAnáliaFranco, MorumbiShopping (both in São Paulo) and ParkShoppingCampoGrande (Rio de Janeiro), it is also available through WhatsApp. Between January and August of this year, more than 380,000 messages were exchanged with customers and more than 150,000 interactions with users

Among the main functions, Zeca helps with information on the location of stores within the malls, clarifies opening hours or lists which movies are being screened in movie theaters, for example. It also allows the customer to be sent directly to each shop's WhatsApp for inquiries, product reservations, or even purchases.

Zeca's visual identity and personality were developed by the MIND team in partnership with the Dulado agency. Very intelligent, mischievous and helpful, it gained its own identity, created from the iconic Multiplan logo, the four-leaf clover. Zeca can adopt human features - smiling or winking, for example - and transform into typical icons for various commemorative dates, such as Santa Claus.

The novelty is yet another Multiplan initiative developed for its omnichannel strategy, always seeking to optimize the customers' journey. In the future, it will also be present on Multi, the superapp for Multiplan's shopping malls, on social networks and in physical locations around the malls, such as robots, totems and tablets.

"With the chatbot, our malls now offer their clients service anytime, anywhere, with the objective of complementing human service, not replacing it. The service helps us map frequently asked questions and topics and, in this way, optimize the answers and get to know the consumer better, to serve them even better," says Richard Spartan, Digital Strategy Director of the Multiplan group.

Have you ever met Zeca? Access the websites of our malls and check it out!