AI, Conversational Commerce Transform Customer Service

Q: What was the business opportunity that motivated you to found Concepto Móvil, and how has this approach evolved over the years?
A: Our business was boosted by the penetration of smartphones. Together with my partner Mauricio Aviles, we identified a niche in mobile value-added services, starting with phone customization, which was in high demand at the time. As smartphones became more popular and began to have internet access, we migrated to messaging and other multichannel services.

We have constantly evolved, adapting to new technologies such as AI and process automation for over 16 years. Today, we are focused on advanced solutions such as conversational commerce and chatbots, always keeping the vision of innovating and adapting to new market needs.

We are a leading technology company in the telecommunications sector, developing technology with deep knowledge of Latin American SME because our talented team grows and develop for Latin America and specialized in mass and conversational messaging. Our strength lies in our accumulated experience in messaging, a channel that has been in the market for years, as well as in our diversification into new emerging channels such as WhatsApp. In addition, we have developed platforms that allow companies to connect different channels, focused on solving specific problems through solutions such as conversational commerce and support.

Q: Which industries and regions have shown the highest adoption of your business communication solutions?
A: In Mexico, Central America, the Dominican Republic, Colombia and Brazil, we have experienced significant growth, particularly in sectors such as banking, where messaging solutions for transaction notifications and two-factor authentication have been key. In addition, we have seen strong adoption in the area of customer support, especially with our Broadcaster Bot solution, which facilitates the creation of decision flows and the integration of artificial intelligence to resolve queries or provide product support.

Q: What is the main challenge you are helping your customers overcome?
A: The main challenge we are helping to overcome is the automation of processes through communication channels, especially WhatsApp, to optimize customer service and reduce operational costs. By automating workflows, such as support, billing and promotions, companies can significantly decrease the costs associated with call centers, allowing a single person to manage multiple interactions simultaneously.

Q: How does Concepto Móvil harmonize the integration of multiple channels such as WhatsApp, RCS and SMS within its platforms?
A: We first analyze the specific needs of each client to recommend the most appropriate channel, whether WhatsApp, RCS, or SMS, depending on the type of communication, such as promotions or authentication notifications. We have a customer success team that accompanies clients throughout the process, guiding them to optimize the use of channels and offering alternatives based on best practices learned from various industries, which ensures efficient integration tailored to the needs of each company.

Our platforms and strategies offer benefits mainly from cost and time reduction in customer service drawing from our experience from various industries and thousands of customers attended. With our Chat Center tool, we have observed 500% savings compared to traditional call centers, since it optimizes flows and responses, allowing us to serve more customers with fewer resources. In addition, in marketing, the channels we offer have conversion rates four times higher than traditional methods.

Q: How is Concepto Móvil taking advantage of technological trends such as the integration of AI and chatbots within its offering?
A: Internally, we have made use of AI tools such as Chat GPT and Google Gemini to improve our operability and solutions. However, when we talk to our customers, we understand that AI is not suitable for all use cases. Its greatest impact is seen in repetitive processes, but it is crucial to monitor its effectiveness to ensure that it provides accurate answers and does not confuse the user. This is why we implement a blended approach, where AI complements workflows, while ensuring that users can interact with human agents if necessary, allowing for a seamless and transparent experience.

Q: How does Concepto Móvil ensure data protection and privacy in its communications, and what are your expectations for the future of cybersecurity in enterprises?
A: We guarantee data protection through strict security processes, backed by certifications such as ISO 27001 and PCI DSS, which validate the proper handling of both internal and external information. We also have a dedicated security area within our IT team that performs vulnerability scans every three months and uses emerging technologies to strengthen our defenses against threats.

Looking ahead, we foresee an increase in investment in cybersecurity. We have taken a proactive approach by creating the figure of a CISO, strengthening our infrastructure with regular analysis and new tools, thus adapting to emerging challenges.

Q: For 2025, what strategies is the company deploying to expand its presence in other markets in Latin America and beyond?
A: We are developing technological solutions aimed especially at SMEs. One of our key projects is a tool called VentaChat, which will allow SMEs to do e-commerce directly through channels such as WhatsApp, without the need to build a shopping cart from scratch. We are also integrating payment platforms to facilitate secure transactions, seeking to streamline processes and offer accessible solutions in key markets such as Mexico, Colombia and Brazil.