Botmaker developed a WhatsApp chatbot that interacts with customers on their preferred communication channel through a verified account. At first, the bot answered general inquiries, effectively automating hundreds of daily queries with no need to redirect them to a customer service agent.
In the second phase, the project evolved by incorporating new features such as customer notifications and the personalization of virtual assistants. Today, each of the 14 IRSA malls has its own named chatbot that engages in conversations with users while considering the culture and peculiarities of their diverse customer communities.
In this regard, currently, the WhatsApp channel not only addresses informational queries but has also demonstrated its ability to enhance user engagement and improve interaction with brands through various gamification actions, such as quizzes and themed contests.
The continuous learning ability of IRSA's mall chatbots means that this automation tool becomes smarter with each interaction, strengthening and enhancing the system's efficiency over time.