WEBVTT

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Hello, I'm Gustavo Fechus and you are

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here with us on the XMACNA videocast.

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Today we're going to talk about a product

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that's new, the main launch in terms of

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which we've been discussing these days

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here at the company. And I'm pleased

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to share today's conversation with Lucca

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Carvalho and Rodrigo Simões, whom I

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already thank very much for being here and

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their willingness to talk here

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with us. Well, Lucca, we've already been

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developing the technology around the

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digital employee. And I can

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say without a doubt that we've

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had both public and critical success

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regarding this product, right? We

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already have hundreds of them running all over

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Brazil. And now, beyond the FD itself,

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with its smart dashboard, and

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all the infrastructure around which

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it is based, we are now also

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launching, for the first time, the Smart Call

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feature, one more step forward,

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a breakthrough in the development of

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the technology solutions we have

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here at XMACNA, right? So,

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first I'd like to invite you to introduce

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to us what it is, what color it has, what

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it's like, what it does, this new

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product we've been talking about

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here today to chat.

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Gustavo, thank you for the invitation, it's a pleasure.

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We can say this is something new

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that people have been talking a lot about, right?

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It really is.

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Cut, guys, cut.

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Let's start over.

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But I think we're going to end up

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just repeating ourselves here, since it's the

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FD you already know, with all the

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confidence you know from before, now

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with the ability to call you,

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and talk to you on the phone or

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even take a call. So imagine

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every type of business out there

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that today needs a secretary,

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someone there by the phone, 24 hours

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a day to schedule an appointment

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or answer a question or find out if

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you need a plumber, whatever it is, you always

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have someone there answering the phone,

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right? Now besides that, we can also

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WhatsApp interface, which is basically

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every Brazilian's second home, right? Everyone

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has WhatsApp, sends voice messages, FD already

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sent audio. So having FD talk is not

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new. What's new is this

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real-time interaction. So you

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talk to it just like you're

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talking to any other person.

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Still calls you, maybe your mom, there aren't

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that many people like that, I'm

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sure, but there are people who still call and

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there are businesses that need this. And the

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FD integrates perfectly with FD

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also on WhatsApp. So the conversation

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can start on WhatsApp, end on the

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phone, start on the phone, end

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on WhatsApp and it continues from where

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it left off, remembers exactly, remembers

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everything. If you call it another

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day, it will remember you, it will

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remember WhatsApp, it will remember the

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phone and it can even send, for

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example, a link to close a

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a purchase, a card payment.

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So he's on the phone with you and says:

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"Hey, your WhatsApp is coming in now,

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check it and close it." And that's really cool,

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among the XMACNA Partners, we have,

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uh, we have Daniel, who is a

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great partner of ours, uh, and also because

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he is, uh, a, a, a leader, uh, in, uh,

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among the partners, right, uh, someone from the

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XMACNA team, he was already testing and, uh,

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while it was still in beta, using it in his

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own business. Uh, he also

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works with events, right? He's a guy who

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uh, knows everything about events in São Paulo and

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he also set up a voice FD working

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In parallel with Aurora, the FD also from

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his WhatsApp. And in the first month, uh,

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he already made a sale, the UFD, right, the

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Aurora. So, she did an FD, made a

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sale, uh, end-to-end, all

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automated, with a ticket of almost R$

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1,000, 900 and something, without going

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through any human being. In other words, it already paid

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for a few months of FD operation there

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without any effort.

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>> The thing seems like magic. Uh, and only those who

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have the experience, Rodrigo, of this

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interaction can truly attest to the huge

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capacity for human emulation that this

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technology presents. What I wanted to

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ask you, Rodrigo, is this: what

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feelings did you have when for the first

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time you tried this technology, because

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again we're taking another turn

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of the screw, another revolution that

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we're going through. And from your perspective,

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how can the commercial sector

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actually benefit from such an

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important technology like this?

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>> Gustavo, your, your question

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is interesting and maybe it

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reminds us of this, right? But does anyone

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answer the phone these days, right?

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Does anyone still answer the phone? I

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recently found out, even in

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part of a restructuring process that

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we've been doing

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in one of our sales funnels of a

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of our companies through

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one of our managers, that yes, many

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people still answer the phone. The problem

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is that it's a statement, right, that

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look, the phone doesn't work anymore,

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you're generalizing. So you

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need to think, actually, how

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you use this kind of technology.

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So there are a multitude of

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possibilities, from some things like

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that. You can use it in your funnel

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and a stage where the conversion is already

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on track. For example, you already

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imagined how cool it would be if you

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scheduled a meeting, an FD who picks up the

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phone, calls and confirms the meeting with

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your client or the visit or

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eventually the appointment, whatever it

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is, the next day, that's a

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possibility for a smart call,

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right? Another thing, in complex sales,

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you usually have a

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funnel that stretches out, right? So you

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need to do follow-up, it's common that you

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have to do several follow-ups and then

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eventually you're assisting

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even more than one person, there are more

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of a decision-maker. So, one of the ways,

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even to eventually include

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a decision-maker in the pitch itself,

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within the funnel itself, with whom you

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haven't spoken yet, right? It's suddenly,

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to guide that, look, at a certain stage

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the SDR calls a decision-maker whom I

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will speak to later, just to do a

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warm-up with that leader. Another

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possibility. I'm saying this, I'm

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trying to find some that aren't the

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most obvious, as Lucas already mentioned

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here earlier, right?

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And actually, when we say that the

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call doesn't work, it doesn't work

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because today it's really bad, because you

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get a call from someone in telemarketing who

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knows nothing about the subject, who can't

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give you any answers, who

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is doing a worse job than a

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robot, because they have a script in front

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of them, they're just the avatar

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of that script, right? They say exactly

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what's written and click exactly which

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was your answer. You can't,

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get off that path because, well, that

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person doesn't know anything. You're

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talking to the system,

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they have no autonomy,

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they have absolutely no autonomy, they weren't even

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Trained. In fact, she doesn't know because

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she wasn't trained, no one showed

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her how it works and she doesn't have

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autonomy, even if she did, anyway.

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Now, when you pick up the phone, which

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is a tool that works and works

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very well, and you put an excellent

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salesperson there who has total knowledge

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about the product, who has

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confidence, who will really be able

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to listen to you and respond to your

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needs, and not just a little robot that's

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giving pre-programmed answers, then you

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move to another level. Then you use the

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key thing in sales, which is

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timing. If you're there in a qualification

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on WhatsApp and the lead opens up for

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you to make a call to him, I

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will schedule with my, my, my salesperson

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to call in two days in the morning and

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then the guy will be in a different mood or

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missed it, missed it. Or I call now and

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I'll have this guy's full attention and I'll

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score that goal. And

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then

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the hot lead cools down, right?

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And that allows us to understand the

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following too, it's not just about launching

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a solution with a smart call,

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it's about thinking of a process of

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Sales, right? And another feature that the

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person can use. So you can,

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as Lucca pointed out, you can start

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the service through WhatsApp and then move

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that to a phone call service

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immediately. Now, the contract can also

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be done, right? You can eventually

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make a call, start a

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service, and the client might suddenly ask:

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"Hey, send it to me on WhatsApp, I

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want to continue." You can also

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do that. Impressive. I think there are

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so many possibilities that

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reorganize the funnels and commercial possibilities

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in sales, right? Now, Lucca, let's imagine

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hypothetically that I am the manager of

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a business with many communication channels,

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right? With many agents,

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many phone operators and so on. How do I,

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if I decide to try this

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technology, to experiment with it, will I have

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awareness of what's happening in this

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service that today will be

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automated, since I can't

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call that person over and talk to

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them.

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>> Well, you can, it even works, but in

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truth, once again, it's much better

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than the comparison we make with a

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telemarketing, right? Because obviously,

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Telemarketing today also has the

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feature there to, uh, transcribe the

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call, but you have live, uh, all the

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memory, uh, text, audio, that

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conversation completely categorized,

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logged in the CRM by, uh, in the dashboard

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intelligent by our Argos system,

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by our intelligent system that reads,

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understands, categorizes, and logs where the

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client wants. So, it's an experience

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of, well, an ultra

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professional experience for a manager who opens the CRM

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and everything is updated. And if he wants,

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obviously, to zoom in and read the conversation

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in full, it's obviously there. If he

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wants to listen to the audio to check if

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look, the tone is right, because there's the

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text and there's how that text was

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delivered, right? Is that correct? Is that it?

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Can I make any adjustments? Uh, obviously,

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right? Uh, in the training process, like

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it happens with any employee

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digital, the business owner will say:

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"Look, I want a voice that's a bit more

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welcoming or not, I want a voice a bit

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firmer, because this will be a

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FD that will do collections

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>> male or female,

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>> it doesn't matter. Or anything in between

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of the way, you choose. We

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It can even clone voices, yeah,

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clone your best salesperson's voice, yeah,

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clone a tone or even create a voice

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customized for you based on a

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description. So, it's a job that we

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really do, to create your

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custom digital employee based

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on a briefing, yeah, that you would do with your

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communications team, with your agency

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or communications agency. So, we take all that

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and turn it into a digital employee

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who will operate exactly the way you

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want.

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There's something I picked up on

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here in what Lucca said, and it's important

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that we make it clear. We often

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give examples from the commercial field,

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because that's where you have a

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really clear and direct application,

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very objective, very clear, right? But it doesn't

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have to be. So, it's not a

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recommendation that we would make, for

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example, to apply this kind of

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technology to collection departments,

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for example, right? Imagine, it's a job

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that's hard to do. Many times the

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employee feels uncomfortable

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calling, right? Because they don't want to call

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that person for the second or third time

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to the same person. And then, you know, it's possible

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use it for that, HR, data collection

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information, guidance. So, man,

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there's a world of applications,

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>> many internal processes, right, that we

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can, uh, use this technology

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for educating about the company's own workflow

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in corporations. So, lack of

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creativity can't be the problem,

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right, Lucca, to stop us from this

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implementation that will ultimately

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boost so many businesses. Uh, lack of

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creativity and that, and that

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attitude of 'oh, it still doesn't do what I

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think it should do.' Look,

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>> first, it really doesn't. You think that

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it doesn't? And also, you haven't

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>> or you haven't tested it properly. And also,

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uh, stop focusing on what it doesn't do yet and

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look at everything it already does and take advantage

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of that. Take those 20% that deliver 80

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percent of the results, use the Pareto principle

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there and go, get ahead, because

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whoever gets ahead now will drink clean

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water.

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>> That's right, Rodrigo. Thank you for your

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time, Lucca. Thanks for being here.

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We'll meet again in other conversations

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and you who stayed with us until now,

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help us share this content with

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anyone else who might be interested.

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Take care and see you next time. Yeah.