Emakethe lapho i-WhatsApp isibe yisiteshi esiyinhloko sobudlelwano phakathi kwabathengi bomkhiqizo eBrazil, njengoba kuyisinqumo esikhethwa ngabathengi abayisishiyagalolunye kwabayishumi, i-HelenaCRM - ipulatifomu yengxoxo ehlanganisa i-CRM, isevisi yamakhasimende, kanye nokwenza izinto ngokuzenzakalela nge-WhatsApp - imemezela ukwethulwa kwayo okusha.
Cabanga ngomsebenzi osekelwa yibutho langempela lobuhlakani bokwenziwa. Manje cabanga ngokuxhumanisa wonke la ma-ejenti ngokushesha, ngempumelelo, nangokuzibophezela. Lena yiyo kanye indlela enengqondo eqala ukuthola ukuthandwa ezinkampanini zenkonzo yamakhasimende, ukuthengisa, kanye namasu obudlelwano, kanye nekhono lokuxhumanisa ama-ejenti amaningi.
Kungalesi simo lapho uHelena adala khona uMqondisi we-AI. Lolu hlaka olusha lobuhlakani lwakhiwe ukuze luhlanganise ama-ejenti amaningi emsebenzini owodwa ohlanganisa isevisi yamakhasimende, ukuthengisa, kanye nokuphathwa kobudlelwano.
UGuilherme Rocha, umsunguli kanye ne-CEO yenkampani, uchaza ukuthi, esikhundleni sokuthembela ku-Agent eyodwa ezama ukwenza konke, ubuchwepheshe obusha busebenza njengomhleli ohlakaniphile. “Umphathi we-AI uhlaziya umlayezo ngamunye wamakhasimende, aqonde umongo wengxoxo, futhi anqume, ngesikhathi sangempela, ukuthi iyiphi i-AI agent okufanele iphathe lokho kuxhumana, kungaba ukuthengisa, ukwesekwa, ukukhokhisa, ukuhlela, noma ukugcina. Futhi, uma kudingeka, uMphathi uphinde akhulise ukuxhumana kube ngumuntu, eqinisekisa ukuthi izimo eziyinkimbinkimbi azibambeki emisebenzini yokusebenza ezenzakalelayo.”
Empeleni, lokhu kuguqula isevisi yamakhasimende ibe yinto efana nokusebenza kwebhizinisi langempela, lapho ochwepheshe abahlukene besebenza ndawonye ngaphansi kokuxhumana okuphakathi, okuye kwaba okubalulekile njengoba izinkampani ziqala ukusebenzisa amashumi noma amakhulu ama-ejenti e-AI ngesikhathi esisodwa, kugcizelela uGuilherme Rocha.
Ukwethulwa kwalokhu kwenzeka ngesikhathi ukusetshenziswa kweziteshi zedijithali kukhule kakhulu ezweni. Ngokusho kwe-Statista, i-WhatsApp isivele ikhona cishe kuwo wonke ama-smartphone aseBrazil, anabasebenzisi abangaphezu kwezigidi ezingu-140 abasebenzayo, okwenza kube yi-interface eyinhloko phakathi kwezinkampani nabathengi. Ngokusho kwemibiko yemakethe ku- AI ku-Customer Service, cishe ama-80% ezinkampani zomhlaba wonke zisebenzisa noma zihlela ukusebenzisa ubuhlakani bokwenziwa ekukhonzeni amakhasimende ngo-2026.
Ngesikhathi esifanayo, izifundo zemakethe zibonisa ukuthi imisebenzi ethatha ama-ejenti ahlakaniphile inganciphisa izindleko ngamaphesenti afinyelela ku-30, ngaphezu kokusheshisa izimpendulo kanye nokwandisa amazinga okuguqulwa.
“Sikhuluma ngokwakhiwa okusha kokuphathwa kwenkonzo yamakhasimende, okukwazi ukuhumusha izinhloso, ukusabalalisa imisebenzi phakathi kwama-ejenti akhethekile, nokuqinisekisa ukuthi ukusebenzisana ngakunye kulandela ukugeleza okungcono kakhulu, kungakhathaliseki ukuthi ku-AI noma kubantu,” kusho uRocha.
Ngokusho kwakhe, uMqondisi we-HelenaCRM usebenza njengobuchopho bokusebenza. Ixhunywe ku-CRM, ihumusha umlayezo ngamunye ongenayo, ihlole isigaba sohambo lwamakhasimende, futhi inqume, ngesikhathi sangempela, ukuthi izoqhubeka kanjani. Engxoxweni efanayo, ikhasimende lingakhuluma ne-ejenti yokuthengisa, bese liqondiswa ku-ejenti yokusekela, bese liqondiswa ku-ejenti yokuqoqa noma yokuhlela, konke ngaphandle kokuqaphela noma yikuphi ukushintsha kobuchwepheshe.
“Umphathi nguyena oqinisekisa ukusebenza kahle kwenkonzo, enikeza umongo wethimba lama-ejenti,” kuchaza uRocha. “Umphathi nguyena oqinisekisa ukusebenza kahle kwenkonzo, egcina umongo wethimba lama-ejenti. Udala ukubusa, ukubeka phambili izinto, kanye nobuhlakani. Unguyena oguqula ama-ejenti amaningana ahlakazekile abe umsebenzi wangempela,” enezela.
Uma i-AI ithola isimo esibucayi, ingxoxo eyinkimbinkimbi, noma okuhlukile, uMqondisi udlulisela ingxoxo ngokuzenzakalelayo kummeli ongumuntu, osevele enawo wonke umongo ohlelwe ku-CRM.
Eqinisweni, lokhu kuyisici esiyinhloko sokuhlukanisa i-HelenaCRM: ama-ejenti omdabu ahlanganiswe ekusebenzeni. Kungenzeka ukudala, ukuhlela, nokubuyekeza amasimu namarekhodi ngesikhathi sengxoxo, kanye nokuqala ukuhlanganiswa nezinye izinhlelo ezifana nama-ERP, amapulatifomu ezezimali, izinhlelo zokukhokha, noma ukuhlela kwesikhathi sangempela. "I-AI yethu ayikhulumi nje kuphela, iyayenza," kugcizelela i-CEO. "Uma ikhasimende licela ikhophi ephindwe kabili, i-ejenti ayiphenduli ngombhalo: iyasesha, ikhiqize, ithumele, futhi ibuyekeze i-CRM. Lokhu kushintsha ngokuphelele umkhiqizo.".
I-CEO kaHelena ichaza kabanzi ukuthi le modeli — ama-ejenti akhethekile aqondiswa yi-Supervisor — ibizwa emakethe ngokuthi “ama-ejensi e-ejenti ye-AI,” enye yezindlela ezinkulu zomhlaba wonke kwezobuchwepheshe bezinkampani. Esikhundleni se-AI ejwayelekile, izinkampani manje zisebenzisa amaqembu edijithali aphelele futhi akhethekile okuthengisa, ukusekela, ukuqoqwa, ukugcinwa, kanye nensizakalo yangemva kokuthengisa, konke okuzenzakalelayo futhi okuhlanganisiwe.
“Esikusungulayo manje yingqalasizinda yalokhu,” kusho uRocha. “Ngaphandle koMqondisi, ama-ejenti aba yizinhlangano ezizimele. Ngomunye, baba yinkampani yedijithali esebenza amahora angama-24 ngosuku,” kusho uRocha. Ngokusho kukaGartner, ngo-2026, cishe u-20% wevolumu yesevisi izophathwa ngamadivayisi azenzakalelayo asebenzisana ngqo nezinhlelo zokusekela.
Ngaphezu kwalokho, le pulatifomu iyahambisana namamodeli ezilimi ahlukene, njenge-GPT-40 kanye ne-Anthropic, okunikeza izinkampani inkululeko yokukhetha ubuchwepheshe obufaneleka kakhulu esimweni ngasinye sokusetshenziswa.
Kwa-HelenaCRM, lo modeli usuvele usetshenziselwa iziqu zokuhola ezihlakaniphile; ukuhlela okuzenzakalelayo kwezinsizakalo nemihlangano; ukukhokhisa kokuqala kanye nokuxoxisana; ukubuyiselwa kwenqola kanye neziphakamiso; izinhlolovo zokwaneliseka kanye nempendulo; kanye nokugcinwa kwamakhasimende kanye nokuvuselelwa. Konke kuqoshwa, kuhlelekile, futhi kungenziwa ngaphakathi kwe-CRM.
