The coronavirus has reduced or even emptied offices, call centers and other forms of human service to its customers. In the place of people, chatbots, online robots that answer chats automatically.
Who says is Inbenta, a company specializing in the use of artificial technology for self-service, in a survey from last week.
Chatbots are usually that self-service tool that appears in the bottom corner of the company page that you are accessing, and that asks you if it can help you with something and answers you as if it were a human.
From the Friday of the week before last until the last Friday (20) there was an average global increase of 100% in this type of service. The percentage takes into account several countries in the world where Inbenta has its headquarters, such as the USA, Japan, Brazil, China, Australia and some countries in Europe.
In the case of airlines, tourism and telecommunications companies, the number of calls through this channel has tripled. "People have doubts if they canceled the flight, if they can't buy the ticket anymore, that they had a travel package and now what they do with it, cancel it, or reschedule it. All of this generates very great insecurity", explains Cassiano Maschio , commercial and marketing director at Inbenta Brasil.
"They (chatbots) are used by companies to solve part of the issues that are possible to standardize, leaving things more complex for human agents", explains Maschio.
Also according to the survey by Inbenta, whose clients include companies such as Gol, Claro, Volkswagen, Telefónica, the sectors of e-commerce, investment banks, education and finance saw the doubling of services performed using artificial intelligence.
Still according to Maschio, the survey has percentage averages, since each company had its own fluctuations. While in some companies the service provided by bots grew dramatically, in others there was a drop, as is the case of payment machines, which had a reduction of 100%. The reason would be to close the stores.
"In the case of card machines, I understand that as a good part of the establishments closed, although there are still delivery services, a large volume of machines is no longer used. Companies that work with payment machines are usually in physical establishments. problems that we receive at the interface are generally errors in the machine, connectivity, that stopped happening because they stopped using it ", he explains.
Maschio says the data shows that if it weren't for chatbots, many customers would either cease to be served or take too long to find the information they are looking for. "But it could also be much better if more companies were prepared to have this fast performance", he says.
According to him, many customers sought to better understand how to use the tool at the last minute. "It is being important for companies to see how important it is to pay attention to digital channels. Companies that are more digitalized are able to overcome these moments of crisis, of not being able to go out on the street, more easily", he says.
For him, one of the consequences of the coronavirus pandemic will be the "evangelization" of people to use bots more.
"We try to force the bot to be more humanized, which I think will hardly reach a level of conversation like the one we are having now. It is for people to understand what the bot is and how it can solve it. Do not expect him to joke, but that he is effective in what he was programmed to do ", he says.
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