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LearningTranscript
00:00Because at the beginning when we talked about the chatbot,
00:03the attention in line,
00:06even today,
00:08the truth is that there is an important evolution with the IA,
00:12but we always talked about the implementation of bots.
00:15We have a mix,
00:17and all the people who attend via chat web
00:22are real executives that are behind.
00:24No it's a robot that I hate.
00:29Because if you ask something that isn't in your mind,
00:32I don't understand your question, joven.
00:35Algo asÃ.
00:37Just, just,
00:38we just passed on those topics of learning
00:41and since several years,
00:43all the people who attend when
00:46someone is subscribed through chat web
00:49or WhatsApp,
00:50there are a team of people
00:52behind this,
00:54with the same specialization
00:56that we have,
00:57with the executives of physical business,
00:59because that is part of our mission,
01:01that in digital topics
01:03we can transmit that human connection
01:07regardless of that we are not physically.
01:10Perfect.
01:11So it's a difference.
01:12When you launch a promotion,
01:14when you launch a promotion,
01:15there will be an adjustment
01:17to be a unique channel,
01:19you know,
01:20as you can imagine,
01:21being a bit more logical,
01:23how long are you going to implement this?
01:27This offer,
01:29how long are you going to implement this?
01:30Well,
01:31today,
01:32we already manage our annual calendars.
01:33Okay.
01:34An annuals,
01:35where we have,
01:36this again,
01:37I will tell you,
01:38this again,
01:39I will tell you in a very simple way,
01:41but it has taken years of learning,
01:44from the adoption of an e-commerce,
01:47from the challenges of a physical business
01:49versus digital,
01:51and how to align the expectations.
01:54Let me tell you,
01:55sorry,
01:56Erika,
01:57is a page of internet
01:58or e-commerce?
02:00Or are the two together?
02:02Yes,
02:03yes,
02:04but it's more e-commerce.
02:05Yes,
02:06perfect,
02:07yes.
02:08In this,
02:09I told you,
02:10today,
02:11I'm going to talk a little bit easier.
02:13It's very easy,
02:14right?
02:15Yes,
02:16exactly,
02:17but it has been different years
02:19to understand
02:20what are the difference of value
02:22for a physical business,
02:23for a physical business
02:24for an e-commerce
02:25or for other digital channels
02:27as well as social networks.
02:29So,
02:30just for that,
02:31just.
02:32Today,
02:33in terms of promotions,
02:34we have identified
02:35those differentiators
02:37and when we launch a promotion,
02:40in essence,
02:41we have all the same channels,
02:43but we have variations
02:45depending on the channel,
02:47right?
02:48For example,
02:49in physical businesses,
02:50you will find
02:52special prices
02:53of unique pieces
02:55that you will find
02:57in digital,
02:58and in digital
02:59you will find
03:00exclusive products
03:01that only sell
03:02in line,
03:03and in social networks
03:04you will find
03:05another type of
03:06communication,
03:08although we will always
03:10be able to be
03:11for the same campaign.
03:12Of course,
03:13let me recapitular.
03:17You manage
03:18all the information
03:19through all the channels,
03:20but in the promotions
03:22only
03:23there is
03:24any type of difference
03:26according to
03:28the location,
03:30the availability
03:31of the
03:32pieces
03:33that,
03:34that,
03:35that,
03:36that,
03:37is
03:38a
03:39great
03:40offer,
03:41but
03:42that is
03:43only
03:44in some
03:45channels.
03:46If I am a
03:47comprobator
03:48or
03:49I want to
03:50get
03:51a
03:52specific
03:53or
03:54unique,
03:55where do I have to
03:57go?
03:58To
03:59phone,
04:00to
04:01social media,
04:02to
04:03where do I have to
04:04go?
04:05the
04:06offer
04:07I
04:08think
04:09the
04:10most important
04:11that we have
04:12this
04:13is
04:14just
04:15to
04:16give
04:17a
04:18offer
04:19very good
04:20and
04:21particular
04:22in the different
04:23medium.
04:24Just
04:25that
04:26we work on this
04:27time of
04:28my channel.
04:29To
04:30know
04:31that
04:32if I go to
04:33physical
04:34digital
04:36I
04:38will
04:39have to
04:40have
04:41this
04:42philosophy
04:43omnicanal
04:44is
04:45to
04:46give
04:47the
04:48benefits
04:49that
04:50we
04:51love.
04:52I
04:54love
04:55my
04:56question
04:57is
04:58a little
04:59strange
05:00the
05:01call center
05:05are you
05:07independent
05:09or
05:10are you
05:11interno
05:12interno
05:13interno
05:14interno
05:15interno
05:16interno
05:17te
05:18help
05:19to
05:20the
05:21call center
05:22has
05:23been
05:24very important
05:25in these
05:26moments
05:27and
05:28the
05:29call center
05:30is
05:31the
05:32main
05:33base
05:34of
05:35record
05:36that
05:37we
05:38can
05:39integrate
05:40and
05:41really
05:42information
05:43this
05:44call center
05:45central
05:46is
05:48to
05:49know
05:50that
05:51we
05:52have
05:53to
05:54know
05:55that
05:56we
05:57have
05:58to
05:59have
06:00to
06:01know
06:02that
06:03that
06:04that
06:05that
06:06that
06:07that
06:09has
06:10evolved
06:11with
06:12these
06:13technology
06:14and
06:15information
06:16is
06:17the
06:18call center
06:19because
06:20they have
06:21different skills
06:22to be able
06:23to help
06:24to identify
06:26where
06:27the client
06:28contact
06:29was
06:30his
06:31contact
06:32with
06:33us
06:34but
06:35that
06:36doesn't
06:37mean
06:38that
06:39you
06:40know
06:41what
06:42is
06:43what
06:44is
06:45something
06:46more
06:47organic
06:48or
06:49no
06:50when
06:51you
06:52talk
06:53to
06:54the
06:55client
06:56and
06:57if
06:58you
06:59know
07:00what
07:01is
07:02the
07:03internal