AI Solutions to Enhance Front-Line Operations, Productivity

Q: How does Ozaru use AI to improve the efficiency of front-line operations and what inspired the creation of its flagship tool, AI Copilot?
A: It is difficult to implement new technologies in field operations, such as gas stations or convenience stores, because users are often unfamiliar with it. Ozaru's mission arose from a deep belief in democratizing technology. By not discriminating by age, gender, or socioeconomic level, technology can provide equal opportunities to those willing to invest time in it.  

We created Ozaru with an initial philanthropic vision, establishing the Ozaru Foundation to train users in technology. We later created the AI Copilot in response to the need to simplify and improve interaction with technology in the workplace, allowing users to access necessary information and training intuitively and efficiently.

We seek to democratize the use of AI and open bridges between all levels and areas of a company or business, mainly by providing easy access to all employees to the basic and technical knowledge they should have, without the need for extensive and expensive training.

Q: How has the company evolved since its founding?
A: Our initial priority was to develop a community of users willing to provide feedback on our tools. We started by giving access to our platform to 1,500 women, which allowed us to better understand how they interacted with AI. After mapping these use cases, we launched our first version of AI Copilot, which allowed users to access business policies and procedures via WhatsApp. This solution led us to be selected by UC Berkeley's Skydeck investment fund, which fueled our growth and allowed us to refine our product. We have now established ourselves as a leader in implementing AI in front-line operations, with a clear focus on improving worker efficiency and productivity.

Q: What differentiates the company from its competitors in the market? 
A: Our uniqueness lies in our exclusive focus on front-line operations and the accessibility of our technology. Unlike competitors, who focus on desktop users or develop tools for programmers, Ozaru specializes in solutions designed specifically for field workers. Our technology not only facilitates access to critical information through familiar platforms, but also incorporates a personalized interaction component, where AI Copilot not only answers questions, but also initiates relevant conversations to improve user productivity and well-being. This differentiated approach and the ability to integrate private business data into our AI models gives us a broad advantage in democratizing and simplifying the use of technology in front-line operations.

Q: What have been the main challenges and opportunities Ozaru has faced in establishing itself and increasing its market share?
A: One of the main challenges we have faced is the slow adoption of AI by enterprises. While most executives have already heard of it, they are unclear as to how fast they should implement it, what risks are involved, and whether they should opt for off-the-shelf products or develop them in-house. This has resulted in lengthy sales cycles, lasting six to eight months due to the need to conduct pilots for customers to understand and test the technology. There is also no clear discipline within enterprise procurement areas on how to compare and procure AI tools, which adds complexity to the process. Companies typically start with pilots that define their scope in about two months, run them for an additional three months, evaluate results for another month, and finally consider how to implement the solution on a large scale.

Another significant challenge is the new way of developing software, which in the case of AI tends to be more customized and co-created compared to traditional applications. The diversity of needs and work methods means that each implementation must be tailored to the specificities of each client. In addition, business agendas may not be aligned with the solutions we offer, affecting the availability of budget for these projects. These challenges led to the creation of a new category of solutions, which we are introducing to the market.

Q: What are the sectors within the Mexican market in which Ozaru has achieved a greater penetration?
A: We have found greater penetration in three key sectors. The first are sales forces for insurance, catalog sales, and beauty products, among other sectors. We facilitate the work of field salespeople by providing them with crucial information on products, ordering policies and procedures, and customer service. Especially in insurance, adoption has been fast and effective, improving efficiency and sales results.

The second sector is retail, in which we optimize processes such as inventory management and store auditing through conversational systems that guide employees more efficiently than traditional methods. The third sector is maintenance and cleaning, ranging from buildings to hospitals. Within this sector, we facilitate task management, ensuring that workers follow the correct procedures and keep their supervisors informed of work progress. 

Q: What strategies has Ozaru adopted to increase engagement with its training modules?
A: Our focus on front-line employee training and development has significantly impacted our AI technology. Instead of offering portals with multiple courses that employees find difficult to access due to long working hours, we have created short, targeted learning capsules that are delivered at the time needed. This approach, inspired by social networks such as TikTok and Instagram, facilitates learning by delivering relevant and concise content right when it is needed. 

Gamification and proactive delivery of key information have resulted in faster and more efficient training. Employees can learn what they need to learn without wasting time, increasing their productivity and satisfaction. Companies using this approach have seen remarkable results, as was the case with Laboratorios Sanfer, which used our tools to train its employees and later found them to be better prepared for their tasks.

Q: What measures does Ozaru take to integrate into multi-platform companies to ensure an agile and optimized user experience?
A: We address this challenge through flexible architecture and adaptable solutions. We have developed our system so that it can be consumed through APIs, allowing integration with existing enterprise applications. Although less than 10% of front-line employees have dedicated tools, we focus on delivering immediate value. For example, sending timely and specific reminders about daily tasks, such as taking inventory, is more valuable than complex ERP integrations.

Q: What are Ozaru’s upcoming objectives to strengthen its position within key markets and expand into new ones? 
A: We have three key objectives for the next 12 months. First, we are looking to capture three to four strategic accounts in the southern United States, particularly in Texas, where the Latino community is significant. Texas, with its large economy, represents a crucial opportunity for us, so the initial strategy is focused on this state because of its potential and similarity to Mexico. 

Second, we plan to expand organically into South America, focusing on Colombia, Peru, Ecuador, and El Salvador. This expansion is based on opportunities detected in these countries and the similarity in market needs, such as demand in retail and sales forces. Finally, in Mexico, where Ozaru still has a low penetration with less than 10% coverage in points of sale, the strategy is to significantly increase our presence. We are working to ensure that the product is accessible, customizable, and readily available with a secure architecture, as evidenced by our effort to obtain SOC 2 Type 2 certification. Our vision is to maintain robust growth of about 40% per month, while facing commercial challenges in a large and competitive market.