Who likes to wait in line, or call and wait to be answered, or hear a busy tone? Or depend on someone to have access to information and solve their problems? No one, right?
The Digital Age has made us even more hurried people. Compared to Japanese, Americans, English and Germans, Brazilians are among the most demanding when the question is: what do you think is the most important aspect of a good customer service experience?
According to Microsoft's Global State of Customer Service survey, 41% of Brazilians believe that the answer to this question is: resolving a problem with just one interaction. The global average is 35%.
According to the research, another aspect that has been brazil whatsapp data growing in importance among consumers is being able to speak to an experienced agent.
Furthermore, according to the Microsoft survey, 44% of Brazilians consider chatbots to be very efficient in solving customer service problems. This percentage is higher than the global average: 30%.
During the pandemic, the demand for agility became even greater among consumers. Consumer behavior has changed – and is expected to remain the same even after the pandemic.
Chatbots in healthcare are a trend in customer service: they reduce costs and waiting times, as well as allowing 24-hour availability and greater efficiency in clinics and hospitals.
Let's learn more about the advantages of automation in the healthcare sector?
What is a chatbot?
Let's start from the beginning: what is a chatbot, after all?
In general terms, a chatbot is a digital robot. It is software capable of conversing with a user via text or audio, through pre-programmed actions that simulate a human dialogue and which can have different levels of artificial intelligence.
In this sense, the chatbot interacts with people in a real-time chat. Increasingly, if consumers have the option of being served by chatbots, they prefer this channel, as it allows them to avoid queues for human service.
Digital bots can be used on a variety of channels, such as WhatsApp, websites, telephones, social networks and SMS. Companies are increasingly investing in the use of this tool to maintain longer and more standardized interactions at any time of the day.
Digital robots are capable of simulating a realistic humanized conversation, acquiring new information with each interaction. This continuous learning of chatbots allows interactions to be increasingly personalized and to address patients' problems in the most appropriate way.