They reveal that 59% of customers choose to talk with brand chatbots to answer simple questions

59% of users admit that, on certain occasions, they prefer to communicate with brands through their chatbotsuch as ChatGPT or ELIZA, to provide solutions to simple questions.

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This is one of the conclusions reached salesforce in a recent study, in which he addresses the question of how customers perceive this type of technology offered by companies.

From the opposite point of view, that is, that of the companies, Accenture Digital determines that the 57% of them took it for granted that chatbots were going to give them a great return on investmentwhile 61% of the senior managers of these organizations assured that chatbots increase the performance of workers.

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Due to this process optimization, Salesforce has come to the conclusion in its analysis that 59% of users admit that they prefer to communicate with companies on occasion, since they obtain greater agility and rapidity in the answers.

According to the provider of converged communications solutions Enreach, there are different reasons why consumers increasingly choose this way of communication. The first one is the Inmediate attentionat a time when consumers are increasingly demanding.

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A good part of them, if not all, expect to have brands and companies at their disposal 24 hours a day to answer their possible questions or solve their problems. Hence, chatbots, prepared to guide them according to their needs, are a A good alternative in cases where face-to-face or telephone assistance is not possible. That is, outside working hours or on holidays.

On the other hand, from Enreach they emphasize that this intelligent software also has the ability to refer customer concerns to the most qualified agent to solve a matter through keywords in case of more complex issues.

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Another reason why consumers choose this option more frequently is that chatbots like ChatGPT or ELIZA They offer personalized attention. Specifically, they can recommend products or services to the consumer based on the preferences that have been previously indicated.

In this way, and with techniques such as cross-selling and up-selling, the system helps users stay loyal to a brand because they are offered exactly what they want or seek. Thanks to these solutions, almost 88% of customers are satisfied with the service offered by these companies, that is, 2% more than live chat conversations according to Comm100.

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Part of the speed with which ‘chatbots’ respond to customer questions is due to the artificial intelligence (AI) that incorporates this type of ‘software’ and thanks to which agents accurately analyze customer behavior patterns.

This process gives them the ability to prevent issues that may arise before they occur, thereby delivering a proactive and agile customer experience.

With this, it is important to keep in mind that ‘chatbots’ collect data to improve the customer experience. In this way, each of the recorded interactions allows these companies a true picture of the needs of users.

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On the other hand, AI helps this software to improve on conversations or search terms, so you can create a communication structure less artificial and more enjoyable with consumers.

In short, the data collected is very useful for chatbots to create more accurate answers and can better understand the behavior of users, as well as measure their degree of satisfaction.

Source: Elcomercio

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