Greater connection and accessibility to the consumer are the reasons that drive companies to choose WhatsApp for communicating with their clients. However, all this practicality has brought organizations a challenge: how to handle the high volume of messages exchanged daily through the app?

It was in this context that companies integrated into the messaging platform an old acquaintance, the chatbot. With this strategy, it was possible to minimize the waiting time for service via WhatsApp, improve satisfaction, engagement, and customer loyalty. It seemed that everything was resolved.

But then, Mark Zuckerberg revealed that Brazil sends 4 times more audio messages via WhatsApp than any other country and with that, a new challenge emerged for companies using this channel to communicate with clients: the translation of these audios, so that the chatbot can perform accurately.

Read also: Chatbot on WhatsApp: recommendations and usage limits

According to the Mobile Time Panorama, conducted by Opinion Box in 2022, at that time 89% of WhatsApp users were already attended by robots. According to the research, virtual assistants were mainly used to clarify doubts/information requests (80%), provide technical support (72%), send promotions (52%), and facilitate purchases (56%).

If we imagine that within this total of interactions, many messages were sent in audio format, we can then get an idea of the complexity that this operation has gained, demanding new market solutions.

And it is at this point that a new technology comes into play to assist in the governance of communication via WhatsApp, monitor conversations and interpret content, aggregating data such as emerging sentiment and intention to generate a deeper analysis of dialogues.

Monitor, translate and understand

The sending of audio to the organizations' WhatsApp is a reality that, if well interpreted, can bring valuable insights to improve processes and strategies in any business. Among the benefits of receiving messages in this format, we have:

• the creation of a stronger connection with the client;

• greater clarity in receiving information;

• greater expressiveness regarding the consumer's emotions;

• better understanding of the public's needs;

However, the biggest obstacles to making use of this type of message are:

• the impossibility of agents listening to the audios;

• lack of access to content by chatbots;

• risk of misinterpretation from low-quality or noisy audios.

  

As we can observe, the integration of chatbots into customer service via WhatsApp still demands alternatives that enable understanding of interactions, so that communication flows without barriers.

The solution that meets this demand is a message monitoring system on the corporate WhatsApp, capable of translating audio files into text, bringing meaning to conversations and enabling more effective and accurate service.

Read also: Companies can monitor corporate WhatsApp accounts

We are talking about Zapper, a suite of solutions that includes message monitoring, data processing, content analysis, and now, thanks to the “Pulse” feature, the identification of the “mood” contained in conversations.

Even audio messages sent to WhatsApp are captured by Zapper, transcribed, and interpreted, bringing context and data for analysis that will constitute the intelligence of the business.

Zapper monitors all messages from the company's WhatsApp, allowing for the immediate identification of keywords that indicate incidents during service. Once this is done, an alert is sent to the communication manager for potential intervention.

Read also: Monitoring corporate WhatsApp to increase security and efficiency

In parallel to this process, the entirety of the conversation is captured and automatically saved in the cloud, remaining stored for an indefinite period with maximum security to prevent leaks of confidential information.

This material becomes available for analysis, and the Zapper platform itself generates reports based on the criteria requested by the manager. It is possible to extract information from interactions about the best times for contact, products with the highest acceptance rates, more effective campaigns, initiatives that generated greater engagement, among others.

Read also: Why analyze service metrics via WhatsApp?

In addition to these technical data, Zapper's artificial intelligence also detects feelings, tone of voice, and intention used in dialogues to measure customer satisfaction regarding the company, services, and service, and thereby obtain content to foster business intelligence.

This entire journey contributes to a deeper understanding of customer needs, which points need to be adjusted in operations, and thus strengthen the connection with the public. Combining audio messages with chatbots and intelligent monitoring of WhatsApp is the new hype in digital communication. Will you miss out on this?

Click here to schedule a demonstration of the tool.