Frida Andrade / Reform Agency
Thursday, February 23, 2023 | 7:19 p.m.
Mexico City.- Although in the customer service of companies, consumers can go to the automatic chats that are offered to them, the truth is that at a global level, most of them end up requesting the guidance of another human.
Of consumers who request help electronically, 78 percent end up needing to communicate directly with a human agent, according to the CX Trends 2023 report from Zendesk, a company that builds software to improve customer service.
However, consumers want customer service support to gradually use more artificial intelligence tools, which requires significant investment and a coherent vision of how this key element will be realized so that doubts can be addressed. resolve through technology, but as if they were talking to a human, he referred to in the report.
“When these consumers look to the future, they see a radically different world of customer service, marked by artificial agents and voice-based artificial intelligence that will solve their problems in ways almost indistinguishable from conventional human support,” he explained.
It is important to attend to customer satisfaction, since they may cease to be, since 74 percent of people in Latin America would go with a company’s competitor due to a bad experience.
More and more attention is paid to what the customer wants, which is why 65 percent of companies in the world assume that artificial intelligence and the chatbots they use are increasingly natural and human.
Of those who engage with customer service bots on a regular basis, 72 percent point to noticeable quality improvements, so as dissatisfaction levels continue to drop, their good work stands out especially on simpler inquiries.
“Dig deeper, these same consumers overwhelmingly say that bots perform well when answering simple queries, respond faster than human agents, and can be trusted to deliver accurate and useful information,” he said. .
