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9 July, 2020

ROBOTS ARE HERE TO STAY

In these times of the COVID-19, where several countries have opted for intelligent confinement, have we served to test the digital channels that companies usually offer to stay connected with their clients. The sensations that we can feel when using these channels, on some occasions can be frustrating and others surprising.

The effects on the business environment have  started to feel, and that is why we sometimes find frustrating having to make a call to a call center where we know in advance that the lines are jammed with customers seeking information on how to pay online, or simply as make one transaction usually made in person. In some cases we find chats served by people, where you can experience a feeling similar to that of the call center since the volume of conversations exceeds the available bandwidth, causing companies to be forced to hire an additional number of agents to be able to support the operation without actually covering 24/7 attention with these staff. These kinds of solutions, without the support of automation, end up generating a bad customer experience, as the “will soon be attended by one of our advisers”, does not happen so soon and the user ends up closing the chat window or hanging up the call.

But not everything is so frustrating, some pleasant experiences that we can find are companies that chose to use in their digital channels, automated options such as Chatbots that immediately resolve questions that the customer may have about a product or service and that when do not have the right answer contact you with a “human” agent, who on the same channel (WhatsApp by example), continuing the conversation and resolve the concern, improving service times and providing an excellent experience to the user.

Undoubtedly, as this note is titled, robots are here to stay, and they are not only hardware robots that help the assembly of a vehicle, but also software robots that can automate some tasks that are often attended by humans. In this reinvention that is being proclaimed around the world these days, companies cannot continue to ignore the automation of their digital channels and take advantage of this boost that the COVID-19 has given to the digital transformation of users, who today day are more willing to interact with an automated solution because human agents are in quarantined.

Regards,

Mario Moreno
Key Account Manager

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