Organizations are increasingly relying on chatbots, talking robots built from programmed software based on the use of artificial intelligence. This is due to the growing use of social networks, online stores and web pages as a communication channel with millions of users for eCommerce and others.
In that line, the Agencia digital Play Group conducted a survey of more than 300 Peruvians to find out their opinion about this digital tool and highlighted that 58% of Peruvians claim to have interacted with chatbots so far this year.
Likewise, 40% of them indicated that it was to request information about a product or service. 38% to report technical problems or breakdowns. And, 22% to place orders.
“Today’s consumer expects an immediate response, that is easy and that is functional to their needs. Companies have to innovate and adapt to these consumers. Today technology offers us Bots, which, being programmed correctly, can reduce the user’s waiting time, optimize the interaction between the brand and the public, automating communication processes and avoiding the leakage of leads. It must be taken into account that offering personalized and unique experiences, within a certain period, can translate into revenue and loyalty ”, highlighted Luis Rojas, CEO & Founder of Play Group.
On the other hand, according to the survey carried out by the agency, it states that the Peruvian sectors in which chatbots are most used are: tourism and travel (26%), education (23%), commerce in general (17%), real estate (15%), financial (14%) and health (5%).
Interaction with virtual assistants has reached a large scale in recent years, proof of this is the 58% of Peruvians who have used it. But, despite the great utility of the chatbots, there are some problems in adapting people to 100% digital environments.
The migration to talk to a bot is still difficult for the remaining 42%, however, that same percentage claims that the use of this system will displace traditional e-commerce in the future.
Finally, it is important to note that organizations that have implemented automation tools such as the chatbot, have noticed a reduction of up to 70% in calls, chats and emails. Likewise, customer service costs have been reduced by up to 30%.
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Kingston is an accomplished author and journalist, known for his in-depth and engaging writing on sports. He currently works as a writer at 247 News Agency, where he has established himself as a respected voice in the sports industry.
