Chatbots: a revolution in customer service
- Jun 03, 2019
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Chatbots represent a major evolution in the relationship between people, brands and technology. This technology is already present in sectors of the economy such as call centers, financial institutions, social networks and fintechs, in order to integrate processes of automation, machine learning and artificial intelligence. The constant use of this tool makes the service process personalized, with answers directed to different areas and purposes.
Several companies currently use bots in messaging (SMS / messaging applications) and voice. We are in a time of consolidation, in which the fastest and best will stay ahead, and the others will leave the scene. In a larger example, we have the voice assistants like Siri, Alexa and Cortana - the latter, incidentally, is leaving the scene to start integrating the others. The bots will follow the same path, so the development of intelligence is so important, with more integration. When thinking about the future, the applicability of bots is focused on customer service, its great potential and differential.
The future of chatbots integrated with other intelligences in our daily lives is getting closer to reality. For example, a technician might ring your doorbell to fix the refrigerator, and you did not even know there was a problem, or a customer might get a proposal from a bank for a new service and close the deal. The fact is attributed because the average interaction grows more than 200% when the bots are integrated into product offerings and customer service.
Economy sectors that already use the bots include call center, financial institutions, social media management and fintechs. In these cases, the use of chatbots enhances service, causing employees to concentrate more on complex problems, which depend on the human capacity to be solved. For example, bots can be used to check the balance on your account at the end of the month, but still, customers would like to be served by a human to deal with situations like cloned cards. In the first case, the client's request can be easily solved by the robot. In the second, empathy and rapprochement with an attendant can convey greater security to a client who has become a victim of fraud.
The big question at the moment is how bots can access information and where. There are divergences between different areas, and an increasingly important issue is data security. With this, each company must measure its risks and see how far it will allow data to be accessed on its data bases. This requires not only more robust protocols, but also security and fast connections inside and outside data centers, even more so as citizens increasingly care about their privacy and the data that corporations have access to.
At the national level, Brazil is an early adopter of chatbots. So all markets look to us with attention to learn from what is being done. The Brazilian technology market, in the area of banking, is one of the most advanced in the world, for example. When we talk about ideas and development, the American market is always a benchmark, but in terms of adoption Brazil is a model.