Multiplan announces the launch of its chatbot service via WhatsApp. The project, already present on the websites of 11 of the 18 shopping malls managed by the Company, was programmed and trained entirely by its own team, through MIND, the company's digital marketing, innovation and businesses area. ShoppingAnáliaFranco was the Company's first venture to offer artificial intelligence services on its WhatsApp number.

The launch was yet another step by Multiplan to accelerate its digital strategy, focused on consumer needs. It has come about in the wake of the Company's progress on a range of digital initiatives in 2020, such as Direct Selling, for delivery and drive-through purchases, and Live Center, for streaming sales. With chatbot, malls now offer their customers 24/7 service, with the aim of complementing human service, not replacing it.

In addition to the benefits for consumers, the chatbot service reduces the demand of service teams and is a source of insights to better understand the customers and enhance the shopping malls' relations with consumers.

From specific questions sent to digital channels and fielded by the chatbot, the MIND team is able to map recurring issues and include in the list of automated answers the information most sought by clients. Frequently received messages include questions about the hours of specific operations, issues with regard to parking times and prices, demand for job vacancies, and rules for pet access.

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Multiplan Empreendimentos Imobiliários SA published this content on 17 February 2021 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 17 February 2021 14:31:01 UTC.