The benefits of this trend range from customer satisfaction to reduced service costs, which is very advantageous, isn't it?
The expectation is that the technology will replace mobile apps in a few years.
In the virtual era, ChatBots emerge as a solution for companies that are partially or entirely online. In this article, you will learn a little about this resource and the benefits of investing in it to improve your company's customer service.
The clearest example that ChatBots are the new trend in chief vp operations email lists self-service is banks. Large Brazilian banks have already adopted the resource to serve their customers.
Banco do Brasil, for example, is one of those that has automated its activities .
No queues
We know that one of the main complaints in Brazil is the queues.
There are queues to pay, look for information and even to resolve problems considered simple.
This is precisely one of the goals of banks and companies with ChatBots: to reduce bureaucracy in customer service. Consumers demand quick solutions at their fingertips.
Less costs
A customer service team is undoubtedly expensive for any company. For this reason, ChatBots, once configured (+ details below), become a cheaper option and also guarantee a quick solution for the customer.
On the other hand, more complex problems require real operators. This resource, in some cases, transfers to human assistance, when necessary.
Why are ChatBots trending?
Research claims that there is a significant increase in the rate of app uninstallation. In Brazil, for every two apps installed with the Android operating system , one is uninstalled, according to AppsFlyer .
This is because the trend of using messaging services ( Facebook Messenger, Telegram, Skype, Twitter, Instagram , WhatsApp ) has grown numerically.
The projection is that people will talk more to chatbots than to their spouses.
Types of ChatBots
There are basically two types of chatbots: based on pre-established rules by keywords or on artificial intelligence.
The first type has a certain limitation as it requires specific commands, which the robot may not know how to respond to at the time of service.
The one based on artificial intelligence has the ability to respond independently of commands, which requires preparation and software development.
