Eduardo Farina
Director General
View from the Top

Finding the Chatbot Connection

Wed, 05/08/2019 - 12:51

Q: What opportunities does the current work environment create for BlueMessaging?

A: There are many opportunities in the Mexican market. Our solutions entail the creation of chatbots and machine-learning solutions, which makes us part of the AI transformation in the business world. Both in Mexico and the rest of the world, the trend is to boost the implementation of AI solutions. According to a McKinsey Global Institute analysis, by 2030, around 70 percent of all companies will have implemented at least one type of AI technology in their business processes. A report from PwC states that AI will add US$15.7 trillion to global GDP by 2030, while McKinsey Global Institute points out that Mexico’s GDP could grow by between US$82 billion and US$144 billion by 2025 thanks to digitalization.  
It is important to set a country strategy for the development of an AI basis that fosters technological growth. We are among the Top 10 countries in the world, and the only one in Latin America, that have already started setting the basis for the definition of an AI country strategy. If we are strategic enough to define an AI ecosystem and the players that will participate in its development, then companies like ours, the government, academia and the industry will have clearly defined roles and the space to potentialize their efforts and generate positive growth. AI will provide benefits like increased productivity but it will also have a social impact that needs to be considered. 

Q: How has the Mexican market received BlueMessaging’s offering?

A: We have been in the market for eight years and have seen a change in the way our products are presented and received. In the past, we had to convince companies to use our solutions but now, some of them are asking how to incorporate AI solutions into their processes. This is allowing for greater technology adoption. 
Our first chatbot was created in 2011 and started operating in 2012. The technology was understood as an automated client assistant but it was still a foreign concept for many. Today, when you say the word chatbot people know what we are referring to. Prospective clients are now looking for automated solutions that will allow them to offer better services, in better time and in a more costefficient manner. The use of social media and different digital channels has potentialized the adoption of these solutions, since they already provide the infrastructure for this technology to work. 
In late 2018, we partnered with Google to develop a new communication technology now in its beta phase. We are constantly looking for collaboration and synergies with big tech companies, such as Twitter, as well as with startups that create specific solutions for everyday problems. 
Q: Which business sectors have been the most receptive to BlueMessaging’s offering?

A: The financial sector has been the most receptive. The fintech boom and all the changes it has generated broke the traditional banking model, so banks are looking for ways to reach the greatest number of customers at a lower cost. Retail is another sector that is showing more interest. Our implementations in the retail and entertainment sectors have been successful. We believe the healthcare sector also offers significant opportunities for the implementation of AI solutions. 

Q: How can BlueMessaging solutions help companies understand clients better?

A: Our platforms use machine-learning algorithms and data analysis to help in decision-making and in definition of processes. Whenever a final user reaches one of our clients through one of our solutions, our chatbots can differentiate between transactional information requests, which is what we call public information, or more personalized requests that entail an authentication process from the final user, such as a credit card balance request. Applying Big Data analysis, brands can not only improve bot services but target more effective campaigns.