Upon entering the room of an SME struggling with repetitive tasks, we see how every lost minute translates into costs and frustration, and how concrete solutions can change that landscape.

This is the moment to prioritize three actions: strategic automation of processes, deployment of conversational AI, and real-time analytics; these are the levers that allow for improved operational efficiency, customer experience, and data-driven decision making, and they can be implemented in a scalable manner with accessible tools.

1) Strategic Automation of Processes — What It Is and Why Start Now

Definition: automate repetitive tasks and multi-channel workflows to reduce manual work and errors, and to free up team time for higher value activities.

Clear steps for a pilot:

1. Map key processes and friction points: identify tasks that consume the most time and that follow stable rules.
2. Prioritize high-impact cases: customer service, order confirmations, and inventory notifications are good initial candidates.
3. Design reusable workflows with intention triggers and conditions (low-code whenever possible). Onix Board allows for creating workflows activated by messages or detected intentions.
4. Measure before and after with simple metrics: response times, hours saved, and error rates.

2) Conversational AI — How to Add 24/7 Assistance Without Losing the Human Touch

Definition: conversational assistants that interpret intentions, answer frequently asked questions, and execute actions (schedule appointments, create carts, redirect to human agents).

Practical implementation:

1. Integrate the assistant with CRM and channels: WhatsApp, Messenger, and Instagram to maintain context and history.
2. Set up smart triggers by intention and steps with contextualizable AI to maintain coherent conversations.
3. Define thresholds for transferring to human agents and policies for privacy and data governance.
4. Monitor performance with metrics: detected vs. resolved intention, escalation rate, and customer satisfaction.

3) Real-Time Analytics — Turning Data into Decisions

Definition: dashboards and reports that display operational and business metrics in real-time to react and optimize quickly. Onix Board offers customizable dashboards by channel, flow, intention, product, or campaign.

How to start:

1. Centralize relevant data sources (sales, interactions, inventory) to have a unified view of the business.
2. Design dashboards with actionable indicators and historical comparisons to detect trends.
3. Establish periodic review routines and designate responsible individuals for each dashboard so that analytics guide operational and marketing decisions.

Phased Plan and Roles (Minimum Structure to Move Forward)

1. Phase 0 — Diagnosis: map processes, select 1–2 use cases, and define basic KPIs.
2. Phase 1 — Controlled Pilot: set up flows and assistant in key channels, collect baseline metrics.
3. Phase 2 — Measurement and Adjustment: compare results, adjust rules, and train the AI based on real conversations.
4. Phase 3 — Scale and Governance: expand use cases, integrate real-time analytics, and formalize data governance.

Recommended roles: project manager, process expert, data owner, and customer experience manager. Continuous training of the team and gradual adoption reduce risks.

Practical and Business Considerations

Benefits: greater availability of assistance, operational efficiency, and data-driven decisions that reduce uncertainty in campaigns and pricing. Risks to manage: privacy, data quality, and the transition from human tasks to automated processes.

Onboarding options: we offer scalable plans and the opportunity to request a demonstration to evaluate adaptation. In our plans, the Start Plan outlines capabilities to manage inventory, communications, and campaigns with an initial publicly mentioned price. fileciteturn0file4turn0file10

Conclusion and Next Steps

Moving forward with these three actions is not just about optimizing processes: it is about creating the capacity to compete and respond quickly to market changes. We recommend starting with a brief diagnosis, launching a controlled pilot, and measuring with simple KPIs before scaling. At Onix Board, we accompany that journey with multi-channel automation tools, an integrated conversational assistant, and real-time dashboards so that every decision is backed by data.