It is the dream of every businessman: to predict the behavior of consumers to meet their expectations when and how they want, thus avoiding losing customers or, in other words, to guarantee their loyalty for a long time.
That's why TOTVS created Carol, a powerful Artificial Intelligence tool capable of analyzing the behavior of thousands of people and predicting their next steps. In this way it alerts the entrepreneur of those customers who are at risk of being lost.
"In practice, this data analytics engine captures 10 years of the company's sales history and begins to profile its customers. The goal is to understand the behavior of those who have stopped buying and to recognize similar attitudes in the active customer base. Carol predicts the behavior of those who are at risk of leaving so that the manager can propose targeted, specific actions for each one, such as a personalized visit, a new negotiation or a more flexible offer, before the damage occurs," explained Javier Cabrera, director of TOTVS Uruguay.
"In a real case, Carol's Sales Diagnostics achieved a 70% success rate in pinpointing customers who were at risk of being lost. In just a few minutes she analyzed a database of 30,000 people, 250,000 invoices, 370,000 orders and 20,000 items. It would have taken the company more than a month to perform this analysis, with a professional fully dedicated to this function and a success rate of around 30%", added Cabrera.
Carol's "brain" works like an engine, capable of processing an enormous amount of data quickly and accurately. The information is presented in real time, with dynamic reports, behavioral graphs and the names of customers at risk of leaving, including the reasons why they would stop buying this or that product or service.
El siguiente paso es la comunicación de Carol con el gestor o vendedor a través de un mensaje de voz en una aplicación para dispositivos móviles. Allí es posible preguntar por ejemplo: “Carol, ¿qué clientes están en riesgo de dejar de comprar?». Ella responderá con toda la información analizada, a través de un audio y en la pantalla.
"All the time we ask ourselves how we can be more efficient and agile in analysis and decision making. Artificial Intelligence makes this real and offers accurate, valuable information at reduced costs, boosting the business of companies," concludes Javier Cabrera, Director of TOTVS Uruguay.
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