Conversational AI and Mexico’s Business-Customer Communication

Today, messaging apps are widely popular in Mexico. With over 90 million users in the country, WhatsApp is at the forefront of messaging experiences. In parallel, business messaging solutions powered by AI tools are quickly becoming essential to ensure cost-effective and efficient communication between businesses and their customers.

In 2014, with the surge of messaging apps such as Instagram Direct and Messenger, it became clear to us that the new digital asset for companies would be intelligent contacts (bots powered by AI) implemented in conversational channels such as WhatsApp, TikTok, Telegram, Google RCS, Instagram, Messenger, Snapchat, and many more.

At Blip, we are helping brands from different industries to adopt conversational channels as their main form of communication with their customers. Studies show that 76% of millennials experience phone anxiety, compared to 40% of baby boomers. According to an experiment conducted by AB Labs, the anxiety worsens when it comes from an unknown number.

Millennials and Gen Z prefer texting over phone calls because it’s less demanding, it allows them to think their answer through before responding, they feel less pressured, and they can multitask, among other things. In summary, they think texting is more convenient, which is why conversational channels powered by AI have proven to be quite effective.

At Blip, we are witnessing a transformation in several industries.

Nespresso automated their purchasing process for coffee capsules by enabling an intelligent contact by Blip through WhatsApp. The result was a simple, quick, intuitive, and easy shopping experience, which reached a 57.6% conversion rate from the payment stage to order completion.

In 2020, we implemented an intelligent contact for Stellantis through WhatsApp. Back then, its share of lead generation was only 5%. But in three years, it reached 50%, which means half of its leads now come from a hyper-personalized journey within this messaging app. Click-to-WhatsApp (buttons in Meta ads that redirect to a WhatsApp chat) helped the company achieve its two-year goal within six months.

We helped Dell migrate its shopping experience to WhatsApp, enabling customers to interact directly with the intelligent contact to browse products, personalize their orders with WhatsApp Flows (its new drop-down menus feature), add to cart, manage their shipping information, and pay without leaving the app. 

In other industries, one of our clients from the financial sector reported that 60% of its total sales are made through Blip’s intelligent contact, and a telecom company automated over 60 million invoices with Blip, resulting in savings of over US$10 million per year. 

And the list goes on. 

AI-Driven Personalization

AI enhances customer interactions by analyzing user data to create tailored experiences to recommend services and products based on previous customer behavior, send profile-specific promotions, boost conversion rates, and increase customer loyalty.

Moreover, the integration of generative AI in conversational tools allows businesses to break language barriers and support customers across diverse demographics, giving brands with multinational presence the option to offer the same AI-enhanced experience across markets.

Opportunities for Growth

Mexico’s demographic trends and high smartphone penetration make it a prime market for conversational commerce. Businesses that leverage AI in their c-commerce strategies can gain a competitive edge by offering hyper-personalized experiences. At Blip, we are integrating generative AI into conversational commerce to reshape how businesses in Mexico interact with customers. Companies can provide seamless, personalized, and efficient experiences. For businesses like Viva Aerobus, conversational commerce is not just about selling, it’s about building stronger connections with customers. As the market evolves, adopting conversational commerce will be critical for companies aiming to thrive in Mexico’s digital economy.