1
00:00:00,000 --> 00:00:01,920
Hello, welcome, very

2
00:00:01,920 --> 00:00:05,400
welcome to the XMACNA videocast. I am

3
00:00:05,400 --> 00:00:07,480
Gustavo Fechus. Today we are here

4
00:00:07,480 --> 00:00:10,920
with Lucca Carvalho, CEO of XMACNA, whom

5
00:00:10,920 --> 00:00:13,519
I thank a lot for making himself available

6
00:00:13,519 --> 00:00:16,119
so we can talk here about

7
00:00:16,119 --> 00:00:19,240
such an important topic. Lucca, which

8
00:00:19,240 --> 00:00:23,279
is about specific verticals and about

9
00:00:23,279 --> 00:00:25,199
the difficulties we observe in

10
00:00:25,199 --> 00:00:28,439
sectors, in segments, when it comes

11
00:00:28,439 --> 00:00:32,079
to service, right, customer reception,

12
00:00:32,079 --> 00:00:34,920
lead qualification. You've already done the

13
00:00:34,920 --> 00:00:36,920
work of giving visibility to your

14
00:00:36,920 --> 00:00:40,200
brand. That person is already there, already showed their

15
00:00:40,200 --> 00:00:43,160
interest, their intention to

16
00:00:43,160 --> 00:00:46,000
talk to you, whether about your service

17
00:00:46,000 --> 00:00:48,239
or your product, but at your

18
00:00:48,239 --> 00:00:50,879
office, at your clinic, there are

19
00:00:50,879 --> 00:00:54,359
some really old and

20
00:00:54,359 --> 00:00:57,199
well-known difficulties, right, that everyone who's

21
00:00:57,199 --> 00:01:00,640
in the world of entrepreneurship, making

22
00:01:00,640 --> 00:01:02,640
business happen, faces. That has to do

23
00:01:02,640 --> 00:01:04,879
with, like, am I

24
00:01:04,879 --> 00:01:06,880
answering at the right time? Am I

25
00:01:06,880 --> 00:01:09,080
serving the right way, am I not

26
00:01:09,080 --> 00:01:10,920
going back to talk to a guy who doesn't

27
00:01:10,920 --> 00:01:12,920
want to talk to me anymore, right? There's

28
00:01:12,920 --> 00:01:14,920
all sorts of things like that, isn't it? So

29
00:01:14,920 --> 00:01:17,720
there are financial and

30
00:01:17,720 --> 00:01:21,000
energy costs involved in getting people

31
00:01:21,000 --> 00:01:23,119
to do this, retaining these people

32
00:01:23,119 --> 00:01:25,680
who are also in those positions,

33
00:01:25,680 --> 00:01:27,840
mainly so we can optimize

34
00:01:27,840 --> 00:01:29,240
the people who are already there, because

35
00:01:29,240 --> 00:01:31,880
obviously, they can and should do

36
00:01:31,880 --> 00:01:34,240
increasingly focused work,

37
00:01:34,240 --> 00:01:37,040
qualified in what technology already

38
00:01:37,040 --> 00:01:40,159
makes possible for us today. So tell

39
00:01:40,159 --> 00:01:42,920
us a bit about the solutions we've

40
00:01:42,920 --> 00:01:44,840
been developing over this

41
00:01:44,840 --> 00:01:48,000
time regarding the digital salesperson at

42
00:01:48,000 --> 00:01:50,240
XMACNA. Gustavo, thank you for the invitation,

43
00:01:50,240 --> 00:01:51,799
thank you for your time. Thank you

44
00:01:51,799 --> 00:01:54,640
to you too, listener. Well, the

45
00:01:54,640 --> 00:01:57,200
digital salesperson was created as a solution for

46
00:01:57,200 --> 00:01:59,759
a pain point that was, first of all,

47
00:01:59,759 --> 00:02:03,520
ours, right? And the skill of these robots,

48
00:02:03,520 --> 00:02:05,680
the skill of artificial intelligence,

49
00:02:05,680 --> 00:02:09,720
to serve in any tone,

50
00:02:09,720 --> 00:02:11,680
talk about any topic,

51
00:02:11,680 --> 00:02:14,400
always stick to the script,

52
00:02:14,400 --> 00:02:17,239
to look for the best arguments,

53
00:02:17,239 --> 00:02:19,280
without ignoring the customer. Sometimes

54
00:02:19,280 --> 00:02:21,040
it picks up on something the customer says,

55
00:02:21,040 --> 00:02:23,239
makes a pun with what the customer said,

56
00:02:23,239 --> 00:02:25,879
and then goes back to the script to

57
00:02:25,879 --> 00:02:27,879
collect that information, the necessary information

58
00:02:27,879 --> 00:02:29,519
needed.

59
00:02:29,519 --> 00:02:32,040
By observing these skills in our

60
00:02:32,040 --> 00:02:35,360
tests, we started to dream about the

61
00:02:35,360 --> 00:02:38,920
The perfect salesperson is you.

62
00:02:38,920 --> 00:02:41,879
Entrepreneur, let's suppose you have

63
00:02:41,879 --> 00:02:44,360
an excellent job and managed to

64
00:02:44,360 --> 00:02:46,239
hire the perfect person to

65
00:02:46,239 --> 00:02:48,040
work at the reception of your

66
00:02:48,040 --> 00:02:50,239
office, your clinic, whatever it may be.

67
00:02:50,239 --> 00:02:52,319
And this person is amazing,

68
00:02:52,319 --> 00:02:54,360
really, there's no better person on

69
00:02:54,360 --> 00:02:56,400
the face of the earth. They know everything about your

70
00:02:56,400 --> 00:02:58,680
business, they have the answers at

71
00:02:58,680 --> 00:03:00,959
the tip of their tongue. But this person is just one

72
00:03:00,959 --> 00:03:05,680
person and they will go on vacation and they will

73
00:03:05,680 --> 00:03:07,159
leave at 6 PM, they need to

74
00:03:07,159 --> 00:03:09,319
date and then argue with their

75
00:03:09,319 --> 00:03:10,680
boyfriend, and the next day they're not okay.

76
00:03:10,680 --> 00:03:12,879
On Monday, they're hungover because the

77
00:03:12,879 --> 00:03:14,680
Galo lost the day before or maybe won,

78
00:03:14,680 --> 00:03:17,000
if everything went well. And then the hangover

79
00:03:17,000 --> 00:03:19,319
is a happy one, but anyway, they're a person.

80
00:03:19,319 --> 00:03:21,159
And they need to be a person, they're not

81
00:03:21,159 --> 00:03:22,680
supposed to be a robot. You can't expect

82
00:03:22,680 --> 00:03:26,319
a person to be that robot who

83
00:03:26,319 --> 00:03:29,319
is perfect every day and always replies

84
00:03:29,319 --> 00:03:33,519
without emotion or variation. That

85
00:03:33,519 --> 00:03:35,959
emotion, that variation is usually

86
00:03:35,959 --> 00:03:37,720
downwards, right? We have our

87
00:03:37,720 --> 00:03:40,319
best days, but we wish

88
00:03:40,319 --> 00:03:43,400
our company could always have that

89
00:03:43,400 --> 00:03:45,760
best energy every day, right there at the front,

90
00:03:45,760 --> 00:03:46,560
right?

91
00:03:46,560 --> 00:03:49,120
Yeah, and this great, this best

92
00:03:49,120 --> 00:03:50,319
employee you found, you

93
00:03:50,319 --> 00:03:52,799
managed to train him. Well, eventually, he

94
00:03:52,799 --> 00:03:56,120
might leave, he might find

95
00:03:56,120 --> 00:03:57,840
a better opportunity. If he is

96
00:03:57,840 --> 00:03:59,120
growing in life, if he's investing

97
00:03:59,120 --> 00:04:00,400
in his own knowledge, if he's

98
00:04:00,400 --> 00:04:03,239
studying. Naturally, cycles end and

99
00:04:03,239 --> 00:04:06,519
then there you are running after someone

100
00:04:06,519 --> 00:04:08,040
to replace that employee who

101
00:04:08,040 --> 00:04:09,879
was perfect. And then you have to train

102
00:04:09,879 --> 00:04:11,879
that employee, you have to keep

103
00:04:11,879 --> 00:04:14,239
watching all the time in each of the

104
00:04:14,239 --> 00:04:16,160
services to understand if there's

105
00:04:16,160 --> 00:04:18,280
any mistake happening there. And

106
00:04:18,280 --> 00:04:21,440
then you do some training and then, three

107
00:04:21,440 --> 00:04:22,960
months later, this person leaves because they

108
00:04:22,960 --> 00:04:24,280
aren't resilient, and you say: "My

109
00:04:24,280 --> 00:04:26,400
God, I lost all that

110
00:04:26,400 --> 00:04:28,840
effort." But let's suppose everything turned

111
00:04:28,840 --> 00:04:30,560
out well. I'm already tearing up

112
00:04:30,560 --> 00:04:32,800
here. It's the second in a row, right? I

113
00:04:32,800 --> 00:04:35,120
know you know this

114
00:04:35,120 --> 00:04:36,639
problem, but the first one, remember he

115
00:04:36,639 --> 00:04:38,960
was there for a long time, right? It worked out.

116
00:04:38,960 --> 00:04:40,720
Let's say it worked out, he didn't leave.

117
00:04:40,720 --> 00:04:42,759
Yes. But then your business is

118
00:04:42,759 --> 00:04:44,720
booming. There are tons of clients coming

119
00:04:44,720 --> 00:04:46,639
in and so on. And you need to hire

120
00:04:46,639 --> 00:04:48,479
another one. What are the chances you

121
00:04:48,479 --> 00:04:50,160
Winning the lottery one more time and

122
00:04:50,160 --> 00:04:51,960
finding another one of these perfect guys out there

123
00:04:51,960 --> 00:04:53,639
who is super responsible, super

124
00:04:53,639 --> 00:04:56,759
competent, super committed? Yes.

125
00:04:56,759 --> 00:04:59,120
So, when artificial intelligence

126
00:04:59,120 --> 00:05:00,720
offers this possibility of a

127
00:05:00,720 --> 00:05:02,440
service, of a skill

128
00:05:02,440 --> 00:05:05,280
such incredible linguistic ability, of this

129
00:05:05,280 --> 00:05:07,039
complex service and still,

130
00:05:07,039 --> 00:05:08,800
always following a script, this

131
00:05:08,800 --> 00:05:10,800
service that is by audio, by video,

132
00:05:10,800 --> 00:05:13,680
by image, and can even

133
00:05:13,680 --> 00:05:15,639
modulate its tone of voice depending on what

134
00:05:15,639 --> 00:05:17,000
the client is saying there in the audio,

135
00:05:17,000 --> 00:05:19,000
WhatsApp. And not only that, it can also

136
00:05:19,000 --> 00:05:21,039
log all this data into a system

137
00:05:21,039 --> 00:05:23,840
of management, never forget a client's name,

138
00:05:23,840 --> 00:05:25,680
never forget the last

139
00:05:25,680 --> 00:05:27,560
service, never forget about an upcoming

140
00:05:27,560 --> 00:05:29,720
appointment, always follow everything correctly,

141
00:05:29,720 --> 00:05:31,479
following that routine. So, having

142
00:05:31,479 --> 00:05:33,759
absolutely perfect memory of

143
00:05:33,759 --> 00:05:35,520
everything that has already been done. You can

144
00:05:35,520 --> 00:05:37,840
go back in time and check every single

145
00:05:37,840 --> 00:05:39,600
services that happened, and also

146
00:05:39,600 --> 00:05:42,120
ask other AIs to analyze and,

147
00:05:42,120 --> 00:05:44,800
on a large scale, extract

148
00:05:44,800 --> 00:05:47,479
insights from that. So, there is no

149
00:05:47,479 --> 00:05:50,720
such thing today as a serious business, there's no

150
00:05:50,720 --> 00:05:54,120
company today that is truly facing things

151
00:05:54,120 --> 00:05:56,360
Professionally shapes your growth and your

152
00:05:56,360 --> 00:05:58,479
future. If you're not using

153
00:05:58,479 --> 00:06:00,240
a tool like this, it's not

154
00:06:00,240 --> 00:06:02,680
impossible, because of all these

155
00:06:02,680 --> 00:06:05,800
vulnerabilities we know.

156
00:06:05,800 --> 00:06:07,560
And humanity has lived with them until

157
00:06:07,560 --> 00:06:09,880
now, until 2025, when you can have a

158
00:06:09,880 --> 00:06:12,000
business agent. Cool. Hey, Lucca,

159
00:06:12,000 --> 00:06:13,960
sometimes we end up, from time to

160
00:06:13,960 --> 00:06:15,680
time. Or actually, more than just every now and then.

161
00:06:15,680 --> 00:06:18,960
We are always looking at the side of

162
00:06:18,960 --> 00:06:22,720
inside the hood and watching the conversation,

163
00:06:22,720 --> 00:06:25,840
the interactions happening, and it's

164
00:06:25,840 --> 00:06:28,919
really, it's truly impressive

165
00:06:28,919 --> 00:06:32,400
the quality, the tone, the appropriateness of the

166
00:06:32,400 --> 00:06:34,160
tone. Because honestly, if you've never seen with your

167
00:06:34,160 --> 00:06:36,319
own hands, or never seen with your own eyes

168
00:06:36,319 --> 00:06:38,240
this process happening, you might not have

169
00:06:38,240 --> 00:06:41,639
any real sense of the scale

170
00:06:41,639 --> 00:06:44,080
or qualification of this kind of service, right?

171
00:06:44,080 --> 00:06:45,800
Here, we also usually deal with the

172
00:06:45,800 --> 00:06:48,199
notion of complex service. If you

173
00:06:48,199 --> 00:06:50,120
have complex service in your business,

174
00:06:50,120 --> 00:06:52,520
a digital seller,

175
00:06:52,520 --> 00:06:54,880
can surely also handle it, right?

176
00:06:54,880 --> 00:06:57,280
So what we're saying is that

177
00:06:57,280 --> 00:07:00,000
the people who run this part as well

178
00:07:00,000 --> 00:07:02,639
of your work will prepare themselves to

179
00:07:02,639 --> 00:07:04,759
also deal with this type of result,

180
00:07:04,759 --> 00:07:07,000
because they'll start doing

181
00:07:07,000 --> 00:07:09,560
Human interaction with a hot lead,

182
00:07:09,560 --> 00:07:11,280
with the client who's already on the verge of

183
00:07:11,280 --> 00:07:13,800
closing the deal, right? Making better use of

184
00:07:13,800 --> 00:07:17,000
time, converting more, letting

185
00:07:17,000 --> 00:07:19,120
automatic scheduling happen, you know, to

186
00:07:19,120 --> 00:07:21,120
be handled by the digital assistant

187
00:07:21,120 --> 00:07:23,360
or digital salesperson, and doing

188
00:07:23,360 --> 00:07:26,080
so that the whole business organization,

189
00:07:26,080 --> 00:07:28,160
which is often the boring part, right,

190
00:07:28,160 --> 00:07:30,440
with CRM always being neglected, isn't it

191
00:07:30,440 --> 00:07:32,160
true? Making all these

192
00:07:32,160 --> 00:07:36,160
processes receive impeccable

193
00:07:36,160 --> 00:07:38,599
care that AI can provide to

194
00:07:38,599 --> 00:07:41,160
the business and all business processes.

195
00:07:41,160 --> 00:07:44,879
So, in summary, clinics,

196
00:07:44,879 --> 00:07:48,319
offices, clinics, schools, open courses,

197
00:07:48,319 --> 00:07:51,039
whatever the segment that

198
00:07:51,039 --> 00:07:53,199
needs to engage with the public and

199
00:07:53,199 --> 00:07:56,319
sell products or services can benefit and

200
00:07:56,319 --> 00:07:59,159
really professionalize its operations

201
00:07:59,159 --> 00:08:00,919
by implementing

202
00:08:00,919 --> 00:08:02,639
artificial intelligence, right?

203
00:08:02,639 --> 00:08:05,039
Exactly. Not only selling, but also

204
00:08:05,039 --> 00:08:08,159
welcoming, providing information.

205
00:08:08,159 --> 00:08:10,240
Sometimes you need a concierge,

206
00:08:10,240 --> 00:08:12,919
someone who will receive that and

207
00:08:12,919 --> 00:08:15,039
any external contact and distribute it

208
00:08:15,039 --> 00:08:16,360
to someone inside the company,

209
00:08:16,360 --> 00:08:18,639
to a specific department,

210
00:08:18,639 --> 00:08:20,240
someone who knows all the phone numbers, who

211
00:08:20,240 --> 00:08:22,479
Is always there, always available,

212
00:08:22,479 --> 00:08:24,280
always follows the process, you

213
00:08:24,280 --> 00:08:26,280
have total traceability of everything

214
00:08:26,280 --> 00:08:28,440
that was done. And that employee of yours

215
00:08:28,440 --> 00:08:30,800
who was super well-trained, who

216
00:08:30,800 --> 00:08:32,839
is passionate and who is doing a

217
00:08:32,839 --> 00:08:35,599
great job, he will be able to make

218
00:08:35,599 --> 00:08:37,039
more, you'll be able to pay him

219
00:08:37,039 --> 00:08:39,039
better, he will improve the quality of his work,

220
00:08:39,039 --> 00:08:40,919
because now he will work only

221
00:08:40,919 --> 00:08:43,320
with hotter leads, will sell

222
00:08:43,320 --> 00:08:45,240
more, will earn more commission and

223
00:08:45,240 --> 00:08:47,240
we can qualify everything. The

224
00:08:47,240 --> 00:08:49,160
whole company gains scale, gains the

225
00:08:49,160 --> 00:08:51,519
possibility to scale up without one

226
00:08:51,519 --> 00:08:53,600
of the biggest obstacles, without one of the big

227
00:08:53,600 --> 00:08:56,920
main challenges that

228
00:08:56,920 --> 00:08:59,320
an entrepreneur has, which is

229
00:08:59,320 --> 00:09:01,240
finding the right person, retaining that

230
00:09:01,240 --> 00:09:04,120
person and then multiplying that

231
00:09:04,120 --> 00:09:05,880
person, right? So, if you already have a

232
00:09:05,880 --> 00:09:07,519
great employee, he knows exactly

233
00:09:07,519 --> 00:09:09,959
how to serve your business, take that

234
00:09:09,959 --> 00:09:12,480
employee and make him teach a

235
00:09:12,480 --> 00:09:14,160
digital employee how to do this

236
00:09:14,160 --> 00:09:16,240
service, so you basically clone your

237
00:09:16,240 --> 00:09:17,839
best employee. Exactly. And if you

238
00:09:17,839 --> 00:09:20,240
don't have a great employee, check out

239
00:09:20,240 --> 00:09:23,320
our solutions as well.

240
00:09:23,320 --> 00:09:24,760
Look, thank you very much for having us,

241
00:09:24,760 --> 00:09:27,120
You've been with us up to this point. Really get to know the

242
00:09:27,120 --> 00:09:29,640
solutions from XMACNA. We want to

243
00:09:29,640 --> 00:09:32,000
talk to you. Best regards.