When you hear the DE speaking in your voice, representing your brand, and carrying an entire conversation naturally, you realize: this is not a chatbot. It’s something else.
— Gustavo Fechus, XMACNA Podcast

In the new episode of XMACNA Podcast, Gustavo Fechus and Daniel Valladares discuss one of the most sensitive and transformative topics in Artificial Intelligence applied to business: the integration between human and Digital Employee. The conversation dives into hybrid service, the handoff between machine and person, the real impact of AI in the sales funnel, and the strategic role of Intelligent Calls — one of the most advanced products in the XMACNA ecosystem.

Hybrid service: when humans and AI work together

The episode starts with a common question among companies implementing a Digital Employee: does AI replace the human salesperson or work alongside them? Fechus explains there isn’t a single flow—there are dozens. All are designed based on each client’s operation. “Our job is to understand the process and adapt the DE to what makes sense for the business,” he says.

Daniel reinforces this idea sharing his own experience implementing DEs: “At first, you want to control everything. It’s scary. It feels like you’re handing over the company keys to a robot. But after a few days, you don’t even look anymore. You’re busy selling and selling more.”

The first impact: immediate response, precise qualification

The Digital Employee always responds, responds fast, and responds well. The math is simple: if before the salesperson had to go through 50 conversations to find 10 good opportunities, now these 10 come filtered and at the right time.

“This isn’t magic,” explains Daniel. “It’s science. The DE ensures you only talk to hot leads. That alone boosts conversion. And when you increase conversion, you invest more, generate more leads, and grow faster.”

WhatsApp, phone, and advances in natural conversation

One of the central points of the episode is the Intelligent Call, the Digital Employee’s ability to seamlessly move from WhatsApp to a phone call.

Fechus comments: “You can’t explain it just by saying ‘it’s an AI call.’ People only get it when they hear it. It sounds human. The conversation flows. The person on the other end doesn’t even notice.”

This feature unlocks new possibilities in the funnel: voice scheduling, automatic confirmations, follow-ups, and even complete closings when the business allows.

When AI exceeds expectations

Among the cases mentioned in the episode, one stood out: a client asked to turn off the DE—not due to a problem, but because demand became too large. “The volume of requests increased so much that the team couldn't keep up,” recalls Daniel.

Another example involves personalized service by schedule. “The client needed the DE to behave differently during the week and on weekends. We adjusted the prompt and that was it. No shutdown needed.”

Naturalness, semantics, and rapport: when AI humanizes

One of the biggest concerns of new clients is: “will the service become dehumanized?” Daniel explains the opposite happens. AI is surprisingly sensitive to context.

“If a lead says ‘God bless you,’ the DE responds ‘Amen.’ If they say ‘Happy Easter,’ it replies back. This creates rapport—and rapport is the foundation of sales.”

AI adapts its tone to the lead’s personality: direct when needed, conversational when appropriate. The service stops being robotic and becomes natural, organic, and consistent with the brand identity.

From service to checkout: complete automations

The conversation highlights that the Digital Employee is not just for answering questions. Depending on the business model, it can perform the entire flow: from the first message to checkout.

“And when it’s necessary to hand over to a human, that happens at the right moment,” emphasizes Fechus. Whether for an in-person appointment, a sales meeting, or a salesperson's call, AI delivers the hot lead, ready and at the best timing.

The Partner’s role: bringing practical AI to any business

Besides guiding companies, the episode reinforces the importance of the XMACNA Partner program, which trains representatives to bring these solutions to the market.

Fechus explains: “Partners need to understand these models. They need to know that AI can go from WhatsApp to the phone, can schedule, can qualify, can close. Each flow has an ideal design.”

Daniel adds: “When talking to Hermes, our Digital Employee on the site, the client already experiences it. Just say: ‘Can you call me, please?’ and the Intelligent Call happens instantly.”

Trying is understanding

The episode ends with a direct invitation: don’t stay just in theory. Ask, test, ask Hermes to call, see the flow working in practice.

“When you live the experience, it clicks,” says Daniel. “That’s when the revolution begins.”

To try it in practice and learn how to apply AI in your business, visit the XMACNA website or talk to the DE Hermes.