The Uruguayan platform WittyBots was the solution to automate the coordination of the explosive increase in demand for Covid-19 tests through WhatsApp
Due to the health emergency, queries about services and user conversations have skyrocketed for some companies. This is the case of the private laboratory ATGen, the first to carry out Covid-19 tests in the country.
With the arrival of the coronavirus, “meeting the increase in operational and communication demand for our services was the challenge we faced, so we considered WhatsApp support as an alternative, due to its massiveness and immediacy,” said Dr. Fabricio Sarlos, commercial director and partner of ATGen, a national biotechnology company.
So they contacted SimpleTECH, the official representative of WhatsApp for Business, requesting support to deal with the abrupt increase in user queries about their services.
“In view of the health emergency that took place on March 13, we decided to make our knowledge and solutions available to organizations and companies that provide key services to society in this context,” explained Matías Michelis, CEO of SimpleTECH, who leads the company together with his partners, engineers Sebastián Hauret, Leonardo Pendás and PhD José Horta.
In the case of ATGen, the WittyBots platform was the solution to automatically serve, through the WhatsApp channel, a large number of people who were in a hurry to schedule a COVID-19 test, manage payment, find out their diagnosis or find out about other services.
The number to contact ATGen via WhatsApp is 097 091 919 and can be added as another friend to Contacts; when writing to him, he displays options and guides the user through the procedure he wants to carry out, for example, allowing him to send proof of payment for the tests.
They can also access laboratories or doctors for consultations.
The WittyBots omnichannel platform “unlike other developments that do not allow the company to have control over the interactions of a chatbot with its customers, we designed it so that anyone, regardless of their expertise, can automate conversations with their customers, suppliers and collaborators, optimizing processes and reducing costs through WhatsApp,” he explained.
In 2015, the company began developing WittyBots and in 2019 it became SimpleTech's flagship product when it obtained official distribution of corporate WhatsApp.
“Being official distributors of WhatsApp for businesses has allowed us to reach a new level of competitiveness and at the same time, validate the robustness of our Wittybots platform,” said Michelis.
Amazed by the speed
The automation that technologies such as WhatsApp and WittyBots can achieve allows humans to intervene only when necessary, freeing them from tedious tasks and allowing them to dedicate themselves to other tasks in which they contribute more value.
“We are very happy with the results and amazed by the speed of the implementation. In just three days they finished the project, they set up the official account and we had users interacting on WhatsApp,” said Sarlos.
“The results are there for all to see, and we can now focus our efforts on fighting the pandemic,” he added.
Meanwhile, SimpleTECH's Director of Operations, Sebastián Hauret, explained that "the speed is due to the functionalities we develop within the WittyBots platform, which allows us to optimize the development times of the user experience and integration with business systems (CRM, ERP, billing, etc.). Being an intuitive interface allows you to easily add or modify interactions and the changes are instantly reflected to the end user.
The innovative Uruguayan company has been in business for over nine years and is now a leader in corporate communications, with clients in over fifteen countries. Its efficiency is evident: its own unified communications solutions allowed it, in less than two hours, to adapt the conditions so that its entire team could work from home.
Going for more
But since the machine cannot replace the human being, the development team worked on a new approach that maximizes the efficiency of care by integrating automation with human care. This is how the Multi Agent module was born.
This WittyBots module allows human agents to serve up to four users simultaneously via WhatsApp, who are automatically routed and assigned to a tray system based on their interest, priority, etc.
“Our clients are starting to use the Multi-Agent module. This is the case with SUMMUM, FUCAC, SAN CRISTOBAL SEGUROS, ACSA, UCM, MOSCA, among others. With the aim of serving their users with the quality they are used to, as well as to be able to deal with delicate or unforeseen situations that require human attention,” concluded Michelis.
