Robots will dominate customer service in the future

The customer service paradigm is transforming rapidly and in the near future it is estimated that this business area will be dominated by virtual assistants or robots, which can attend 24 hours a day, 365 days a year. They are becoming more and more perfect in customer service and people are also getting used to this type of relationship.

For the executive director of Grupo SICOSS, Alberto Naves, bots make it easier for organizations to increase efficiency in their expenses “because it works 24 hours a day, 7 days a week, 365 days a year; they don’t get sick, they don’t take vacations, they always answer the same way, cordially.”

According to the Operations manager of Eko Neural, dedicated to the development of chatbots with artificial intelligence, Arturo García, he also considers that “virtual assistants are a technology on the rise” and although he admits that there are “poor quality” bots because they do not work with artificial intelligence, it also ensures that this reality “is changing”.

Bots, a technology on the rise

The bots are gradually taking over procedures such as: requesting an appointment, requesting technical service, reserving a restaurant, checking your accounts, taking up more space in the customer service area every day.

According to the Operations manager of Eko Neural, by 2040 directed artificial intelligence will be able to behave at 80 % of what a human can solve cognitively.

While José García, commercial manager of Eko Neural, considers that the benefits offered by bots are a reality. “We are convinced that it is a technology on the rise, the efficiency and savings that this type of technology are very clear.”

M. Rodríguez

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Source: iproup.com