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In today's episode, when AI takes over

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customer service and sales skyrocket.

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Hello, everyone. Once again, welcome

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to the XMACNA podcast. I'm

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Gustavo Fechus. Today, we have here with us

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Daniel Valladares so we can talk

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about a very important topic

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that has to do with this relationship, the

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interaction between AI and humans. After all,

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when a DF, a digital agent,

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is operating in the sales funnel,

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providing service, it's common for us

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to notice some doubts about

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how this transition happens, right, Daniel, from

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the machine to the person, right? After all,

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we're talking here about a

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full replacement of the human salesperson

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in this initial stage of customer service,

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or, on the contrary, can we

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find a way to combine these two

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technologies?

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And how would that work? I also think

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Daniel, we can also

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include in this discussion

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the participation of a special product that

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we have here at AMPDEX XMACNA, which

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is the smart call feature. In other words, how

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do we make the jump from WhatsApp

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to a phone call, right, to an

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AI-powered call as well, which can

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Schedule an appointment for a

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human salesperson. Anyway, there are several

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flows, there isn't just one, right?

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And we are very sensitive to the

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customer's process so that we can

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together with XMACNA, build an

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actually effective and positive proposal

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for the funnel. So thank you very much

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for your participation, Daniel. We're already

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wrapping up here, right? We

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just finished

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with a self-explanatory introduction,

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mentioning several of the topics that

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we'll have the chance to go deeper into

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here together with

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your participation. So, over to you,

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choose where you want to continue.

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>> Very well, awesome. Thanks again

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for the opportunity to be here. And,

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thanks also to our audience out there.

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Remember to subscribe to the channel if

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you aren't already, and leave a

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like so we can get this

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content further, right? Every

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week here, content about digital workers,

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artificial intelligence and how

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to make your business more productive. Having said

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that,

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>> Here's your tip, Daniel. Next

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time you can give out our Pix keys.

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Alright? I think this makes things easier.

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We get straight to the point.

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That's true, that's true.

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No, but I leave that one to Hermes,

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our employee. That’s

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exactly. We’d feel a little

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awkward about it, right?

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That's true.

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By the way, speaking of hybrid service,

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right?

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That's it.

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So, guys, what I

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see, right? When I started my

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journey there with digital employees,

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and especially when bringing

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digital employees into another

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business I have, which is Aurora,

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my virtual salesperson. I had, I

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noticed that it’s normal, right, for the

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customer to go through some moments,

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some phases of adaptation.

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The first moment is when

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you want to control everything

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and you’re really concerned about what

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that employee is going to say. After all,

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you’re handing over your business's key

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to a robot, basically.

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Then you think: "Man, what if it burns

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everything down here, what’s going to happen,

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right?" So this is the first

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Ready, also already have the number for the

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fire department, right?

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Exactly. Precisely.

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It might come in handy. In fact, we

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can already integrate it through

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integration, if necessary.

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Automations for different purposes.

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Exactly. So this is the

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first step, right, Gustavo? We

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try to figure out, wow, will it

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talk nonsense? Maybe it won't? And then

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cut to a few days later, at the

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moment when you hardly even look

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at that phone anymore, when you hardly

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even check each message that's

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coming in, because you're too

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busy doing your sales meetings and

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mainly selling. And it's not just

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selling a little, it's selling a lot,

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right?

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Working with hot leads, right?

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Working with hot leads. And why

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does this happen? I think

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there's a bit of mystique here too. Could it

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be that this happens because of the

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digital employee? Just because it

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joined the business, something magical

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is going to happen, some kind of fairy dust

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that will make sales go up

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automatically?

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No. But the point is, right, the

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digital employee will make

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you or your sales team talk

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more times throughout the day with qualified leads

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So think about it: everyone

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who would call, everyone who

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messaged you on WhatsApp, let's say you have 50

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WhatsApp conversations, let's suppose that

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out of those 50, 10 actually make sense, right? But

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you'd have to go through all

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50 until you get to those 10. Maybe

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by the time you get to those 10, it's already

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too late and that lead has already gone to

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another place because they were so hot that

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your slow response made them

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look for another solution, right? Uh-huh.

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So, what does the digital employee

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actually do, whether it's over the phone,

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right, like Gustavo mentioned, we have the

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possibility of making smart calls

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or on WhatsApp—well, it

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will respond to everyone in record time

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and do a qualification to ensure

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that those hot leads who need

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a human touch, who need

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a meeting with you, with your team,

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get that right away.

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The right time, right? And that way, your

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team only talks to qualified people or

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most of the people

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qualified leads. And that alone increases

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conversions. So, it's not magic, it's

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science, right? This is math and

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it makes the business, by itself,

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start to become more successful. And then,

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obviously, this generates a virtuous

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cycle, right, Gustavo? After all, if

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you have more sales coming in, if you're

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converting more, the tendency is that

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you will invest more or less in the

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business, right? And by investing in the business, the

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trend is that you generate more or fewer

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leads, right? So, this ends up creating

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a cycle that really supports

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the growth of the business, right?

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Yes. Daniel, I just wanted to add

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a point here, because we're

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not talking about a single business,

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specifically, but trying to build a

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concept that applies to any

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businesses, to any operations. And

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it seems important to highlight that

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it's part of our service protocol

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to have a deep understanding

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of how this operation works and how we

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can introduce an FD there to

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do the best possible job. That being

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said, there is a possibility that the

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FD itself, if your business allows it,

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could also do the checkout, isn't that right?

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I mean, if there's no need

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for human mediation in the middle of this

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process, the FD can start from the beginning and

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finish at the end, right? On the other hand, if

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necessary, for example, if we

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have evidence that the

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appointments

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are more successfully made through

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a phone call, we can

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move from WhatsApp to a phone call, to

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a smart call. And when we

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say this in a sentence, it doesn't fully express

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the complexity and the quality

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of the conversation that the smart call

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delivers, right? So that the person on the

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other end doesn't even realize they're

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talking to an AI. So, from this

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phone call to an appointment that could

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be a human appointment and

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in-person, although not necessarily,

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anyway, there are many possible variations

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in this funnel. But what we can

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guarantee is that we will have

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an understanding of the client's process and at the

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same time the best solution, whether

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via WhatsApp or via smart call

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to transfer this service to

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a human or not, or even redirect it

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to checkout. So, regardless of the

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type of business and their current flow,

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Support operations, we

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can, it's

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modify, right? Maximize the results

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for conversion in every one of these steps

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very quickly and,

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anyway, man, because, actually, our

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data is so, right, striking,

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Daniel, when it comes to this

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transformation.

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— Uh-huh.

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— It might sound a bit cocky, right? It sounds

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self-congratulatory to keep saying, 'wow, how do we'

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do it? But it's like, we

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get into the processes, understand them

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first of all, and there are implementations that

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are very effective, right? So I think

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that's important for the

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end client to understand, right? Regarding

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how their own business could be, um,

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boosted using these

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automations we offer, and also for the

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partner themselves, right? The ones who are

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with us today, handling a good share of the

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representations for XMACNA, right? Because sometimes

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the partner's client has these

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same questions, because they're the questions

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that reach us too, right? I think it's

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important that the person who is

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mediating that sale also, um,

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understands the various possibilities, the

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Possible models we work with

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here. Maybe you could

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expand on this

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topic, Daniel, please. No, and

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there was even a point, right, Gustavo, where it reached

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something interesting, we had

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a case here recently where a

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client reached out to us

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desperately, saying: "Guys,

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"I need you to turn off

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the digital employee immediately."

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So obviously, we already thought,

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"Oh my God, what happened to

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this employee? Is it saying something

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crazy? Then, when we

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understood what was happening,

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he said: "Man, sales increased so much

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that our order flow is way more than we can

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handle, and I need to

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restructure my company here,

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bring more people into the team so we can

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keep up, because this really is a new

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reality, right? And that was something

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totally new in the company's

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history. It's a business that's been

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around for many years already, right?

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>> There was another situation, this one

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happened a little further back, where the

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person needed, on the weekend,

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a different kind of service, right?

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Because his operation wasn't, uh, uh...

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available there on the weekend. So...

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that also happened, but let's...

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turn it off on the weekend, even though we

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can, with a prompt adjustment, actually

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make it reply one way

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during the week and another way

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on weekends, guiding

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that lead to business hours.

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Anyway, there are many possibilities, but

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what seems really

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important, Daniel, is that we, uh,

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offer both to the client and to the

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partner who's in this mediation

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the chance to try it out, right?

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That's really easy; it's

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part of our protocol too. And I

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feel like the revolution starts there, when the

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person understands what it's about, because

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if I just hear about it, we don't have

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the same sense of the experience, right?

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When you see the guy talking, the guy

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me, right, the FD speaking in your tone of voice,

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right? Representing your brand and

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following a script that is

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anyway, any human would be much

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more likely to make mistakes than the script

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you set up with the system there,

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right? This digital worker, it's

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highly skilled.

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To be able to, in an absolutely

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organic way. It's not an experience of

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chatbot, it really is.

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It's about conducting this service in a

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more prepared way, right? So, this

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is unbeatable. And it's interesting because

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when I'm dealing, you know, there in

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talking with clients or

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prospects, potential future clients of XMACNA,

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sometimes there's a big concern

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about this particular point

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that you mentioned, which is about

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humanization of service. And

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when we think like this: 'Oh, I'm

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going to put in a robot, it'll make it less human, right? A

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digital employee will make the

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service less human. We have a

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service here that we like to

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stay close to the client, right? I've already heard

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that a few times. And when we

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look at the subtlety of

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a digital employee's service

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that even goes as far as, for example, a

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client who sends something like 'God bless you'

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and it replies: 'Thank you, same to you.'

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Right? So the client who sends 'Happy

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Easter', it will also reply:

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'Happy Easter to you and your

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family.' Wow, this level of

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semantic understanding is really impressive.

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happen, right? Because the guy says a

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thing there that's absolutely

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incorporated into the context of the interaction,

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right?

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Exactly. And man, when we talk, right?

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And here we... I do training

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also with sales teams, and when I

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go there, there's a lot of talk about SPIN,

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a lot is said about a series of techniques and

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sales methodologies, and there's one in

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particular that's very important, and that

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often goes unnoticed, which is

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rapport, which might even be the most

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important of all, which is the power

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to connect with the person on the

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other side, right?

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And in this, as incredible as it may seem,

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digital employees really teach us,

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right?

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They, for example, wouldn't reply

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"thank you" to a message like "God bless you"

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like you did. They would reply

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"amen."

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Amen.

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Ah, so

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the listener, come back here so you

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can notice this difference.

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That's true. It's true. So I

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realize that.

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So it really is, indeed, very

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Subtle, right? And like that, we notice the

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adaptive power it has to understand

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the way that lead wants

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to be treated. If it's a lead, sometimes, that

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or a client who wants to be approached in a

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more direct way, it will be handled

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a bit more directly. If it's someone who

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wants to chat more, it will engage

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more too. So it really delivers

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what is needed at that

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moment, right?

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Great, Daniel. Look, I think we've

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had the chance here to talk a bit

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about, well, the various

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possibilities of building an

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automation, right? Uh-huh.

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With artificial intelligence in several

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parts of the process, but also in

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the customer service of a business,

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of a company. And at the end, we leave our

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renewed invitation for everyone who's

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been with us so far to check out the site

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of XMACNA.

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Chat with Hervis, you'll definitely be

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surprised. He's our digital

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employee, our SDR who's there

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available for customer support. You can even

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have an interaction with him

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00:16:17,759 --> 00:16:19,279
saying: 'Hey, can you

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00:16:19,279 --> 00:16:21,000
call me, please?' so you can have the

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the smart call experience

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00:16:22,720 --> 00:16:25,440
also. Call and you'll have the chance to

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really talk and already feel

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in practice what the experience of this

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product is like.

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Yeah, and here's a really

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interesting thing about Hermes, right? Which is the

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following: sometimes, as AI,

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even though it's trending and being talked about a lot,

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sometimes we still have doubts about

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how AI can really be

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implemented in my business, because

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we know every business has its

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own particularity, right? So, ask

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Hermes something like: 'Look, Hermes, here I do X

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00:16:55,560 --> 00:16:58,560
thing, my company sells ping-pong balls,

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how can you help me?

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And you'll see that he'll

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give you many real and

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concrete options for how to implement it.

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Very good. So, Daniel, I thank you again

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for being here with us, and to

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you who stayed with us until now,

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you're also invited

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00:17:17,839 --> 00:17:20,520
to share this content with anyone else

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00:17:20,520 --> 00:17:22,520
who might be interested in it. Thank you

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00:17:22,520 --> 00:17:24,280
and see you next time.

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Thanks, everyone. See you later.

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