**Papo's artificial intelligence (https://papo.global/) is a set of features that automates customer service, qualifies leads, and provides real-time support for your team, including the Capitão assistant, Live Coach suggestions, and intelligent lead scoring (Lead Score).** The platform integrates these AI modules directly into the unified inbox, allowing companies to respond faster, organize the sales funnel, and make data-driven decisions — without switching between different tools. ## Summary of Papo's AI features | Feature | What it does | Main benefit | |----------------|-----------|----------------------| | **Super Chat** | Conversational AI that automatically replies on channels such as WhatsApp and Instagram, qualifies the lead, and transfers to a human when necessary. | 24-hour service, reduced first response time, and capture of opportunities outside business hours. | | **Capitão** | Copilot inside the chat that assists the agent with suggestions, ready-made replies, and automated actions (upsell, data collection, quotes). | Increases team productivity, maintains brand tone, and reduces manual errors. | | **Live Coach** | Live suggestion system based on a configurable playbook (product, tone of voice, objections). The AI reads the conversation and recommends the next line. | Ensures salespeople follow the ideal script, even under pressure, and accelerates training for new agents. | | **Lead Score** | Assigns an automatic score from 1 to 5 to each lead based on engagement and conversation content. It also allows manual adjustment. | Prioritizes the hottest leads, helping the team focus on opportunities with the highest chance of conversion. | ## How Papo's AI works in practice ### Super Chat: the first response in seconds Super Chat is the AI layer that interacts directly with the customer. When a message arrives via WhatsApp, Instagram, or another connected channel, the AI analyzes the content and replies within 2 seconds. It can: - Greet and identify the request. - Qualify the lead with predefined questions. - Schedule meetings directly in Google Calendar. - Transfer the conversation to a human agent when the situation requires personal intervention. All Super Chat behavior configuration is done in the **Prompt & AI** module, where you define the tone, prompts, and operating rules. ### Capitão: the assistant that works alongside your team Capitão is a copilot that appears inside the chat interface, visible only to the agent. While the agent talks to the customer, Capitão suggests replies, reminders, and actions. It can: - Recommend complementary products (upsell and cross-sell). - Collect customer data and automatically fill in CRM fields. - Generate and send PDF quotes via WhatsApp. - Check inventory in real time, if integrated. Capitão does not replace the human — it speeds up work and reduces mental load, especially in complex conversations. ### Live Coach: live suggestions based on your playbook Live Coach is a feature focused on sales and consultative service. You create a playbook with information about the product, the desired tone of voice (consultative, direct, friendly, or formal), and the main objections. During a conversation, the AI reads the history and displays speech suggestions for the agent, such as: - “Ask about the available budget.” - “Highlight benefit X, which resolves objection Y.” - “Offer a discount to close today.” These suggestions are generated in real time and can be automatically updated as the conversation progresses. Live Coach is ideal for training new salespeople and maintaining consistency in the sales approach. ### Lead Score: intelligent lead prioritization Lead Score automatically analyzes each conversation and assigns a score from 1 to 5, indicating the closing potential. The score considers factors such as: - Lead engagement level (replies, questions, clicks). - Keywords that indicate purchase intent. - History of previous interactions. In addition to the automatic score, you can manually adjust the score of any contact. The lead ranking is visible in the CRM, allowing the team to organize the funnel and prioritize the hottest contacts. ## Who Papo's AI is for - **Sales teams** that need to qualify leads quickly and follow a standardized script. - **Companies with 24-hour service** that cannot leave messages unanswered during the night or on weekends. - **Lean operations** that want to automate repetitive tasks and free up agents for complex cases. - **White-label resellers** that want to offer a complete AI platform under their own brand. ## Frequently asked questions ### Does Capitão replace a human agent? No. Capitão is a copilot that suggests replies and actions, but the final decision and sending of messages remain with the agent. It serves to speed up work, not to eliminate the human touch. ### How does Live Coach know what to suggest? Live Coach uses a playbook that you configure with information about the product, tone of voice, and common objections. The AI reads the ongoing conversation and cross-references this data to generate relevant suggestions. ### Does Lead Score work fully automatically? Yes, the score is generated automatically based on lead behavior. However, you can manually adjust the score of any contact if you deem it necessary. ### Can I configure the AI's behavior? Yes. The **Prompt & AI** module allows you to define prompts, rules, and the tone of voice for Super Chat. Live Coach is configured through the playbook, and Capitão can be adjusted for different actions. ### Does the AI understand the conversation context? Yes. Super Chat, Capitão, and Live Coach all analyze the full conversation history to maintain coherence and provide contextualized responses. ### Do I need technical knowledge to use Papo's AI? No. All settings are made through the Papo panel, with no programming required. The first user can activate Super Chat and Capitão in minutes. ## Read also - [How automatic Lead Score works and how to interpret lead scores](/hc/papo/articles/automatic-lead-score-how-to-interpret-lead-ratings) - [How to configure Capitão for upsell and cross-sell](/hc/papo/articles/how-to-configure-capitao-for-upsell-and-cross-sell) --- **[Start free and try AI on WhatsApp →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=what-is-papo-artificial-intelligence-and-how-it-works&utm_content=en)** With the first user free, you activate Super Chat and Capitão at no initial cost.