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[Interview] Customer Engagement and AI, at Inside MarTech Report:
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[Interview] Customer Engagement and AI, at Inside MarTech Report

The CEO and Founder of Alana AI, Marcel Jientara, chatted about the central theme of this month’s Inside MarTech Report: Consumer Engagement. He also talked…

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The CEO and Founder of Alana AI, Marcel Jientara, chatted about the central theme of this month’s Inside MarTech Report: Consumer Engagement. He also talked about artificial intelligence’s essential involvement in the digitalization process for companies that do not want to lack Customer Experience.

Led by the District, the Inside MarTech Report emerged to provide more intelligence for decision making. The idea is to provide monthly analysis on how many investment rounds took place in the sector, the main movements and trends in the technology area aimed at the Marketing area, and which startups dominate this segment. Thus, it is possible to stay on top of everything in the MarTech market in Brazil. And Alana AI is one of the featured startups.


>> Click here to access and learn more about how to purchase the full Report <<


In the interview, Marcel explained to the Report’s readers a little more about Alana’s solution:

“Alana is a proprietary artificial intelligence created for customer experience, capable of collecting ten years of data on social channels and unifying them in a single Universal ID. Through its SaaS platform, Alana interacts, engages, and responds to its customers in an automatic, personalized, and non-robotic way on any digital channel.

And also talked a little about the pain that we are solving for brands:

“Delivering a great customer experience today is no longer optional but essential for the survival of the business. For this reason, we created Alana so that businesses can regain control, involve customers, and provide personalized and superhumanized support, without spending a lot.” – Marcel introduced.

Everyone who is part of the ecosystem of startups and Innovation knows that one of the main challenges is overcoming cultural barriers and overcoming the difficulty of customers to understand what that innovative solution can provide.

When asked about this and how Alana AI intends to respond to market demand, Jientara replied that:

“As much as artificial intelligence is a recurring plan today, there are still some barriers to be broken for a brand to use what it can offer the best in Customer Experience. What needs to be clear is that Alana replicates human skills, understanding each client and each situation, applying a layer of intelligence, automating tasks at levels and scales impossible to achieve manually. With that, brands can solve problems, answer questions and engage all their customers, no matter if they are 100 or 100 thousand consumers.
We intend to launch a platform in 2021, where customers will follow more closely (and visually) all the processes in which Alana is working. With the new platform, customers will be able to visualize the insights discovered by it much more easily and decide more quickly what they are going to do about them.”

Artificial intelligence applications to optimize and boost consumer engagement without losing the humanized and personalized tone that every customer expects is precisely the central focus of Alana AI’s development.

Within these possibilities, the voice market is a trend very close to the consumer. Our CEO was asked about the future of the relationship with the customer in this communication format:

“At the moment, Alana is a specialist in NLP (Natural Language Processing) in texts, being able to generate different interactions in this format. As voice resources advance in the range of solutions driven by artificial intelligence, we at Alana keep an eye on these movements and understand that one day we will include this type of solution on our roadmap.”- replied Jientara.

And he added:
“As long as there is an intention to bring brands and customers together and facilitate communication between those involved, Alana AI will undoubtedly be willing to follow this trend. The future of the relationship with the customer lies in the defragmentation of tools and the simplification of communication channels so that technology stays with demanding tasks and humans focus on what matters: ideas and strategies to provide a better experience for everyone.”

Meeting this expectation of combining automation and personalization in communication with consumers can be a challenge initially, but it can certainly bring many positive results for those who accept it. Check out how Alana can help your organization serve more channels more effectively and consistently, leaving customers more satisfied.

About Alana: Alana is a proprietary artificial intelligence created for customer experience, capable of collecting ten years of data on social channels and unifying them into a single Universal ID. Alana sells, interacts, engages, and responds to its customers through its SaaS platform in an automatic, personalized, and non-robotic way on any digital channel.