In these times of COVID-19, where several countries have opted for intelligent confinement, it has helped us to test the digital channels that companies usually offer to stay connected with their customers. The sensations that we can feel when using these channels can be frustrating at times and surprising at others.

The effects on the business environment have started to be felt, and that is why we sometimes find it frustrating to have to make a call to a call center where we know in advance that the lines are crowded with customers looking for information on how to pay online. , or just how to do a transaction usually done in person. In some cases we find chats attended 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 give support. the operation without actually covering 24/7 care with this staff. This type of solution, without the support of automation,

But not everything is so frustrating, some pleasant experiences that we can find are companies that chose to use automated options such as Chatbots in their digital channels that immediately solve the doubts that the customer may have about a product or service and that when they do not have The correct answer is contacted by a “human” agent, who in the same channel (WhatsApp for example), continues the conversation and resolves the concern, improving service times and providing an excellent user experience.

Without a doubt, as this note is titled, robots are here to stay, and they are not only hardware robots that help with 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 COVID-19 has given to the digital transformation of users, who today are more ready. to interact with an automated solution because human agents are quarantined.

Cheers,

Mario Moreno
Key Account Manager

#airlineindustry   #cognitiveautomation   #automate   #aisolutions   #rda   #airlines   #airlinetraining   #rpa   #rcsa   #automation   #ai   #chatbots
#machinelearning   #artificialintelligence   #customerexperience   #selfservice   #ml   #saas   #airports   #aviation   #enterprise   #enterprises   
#chatiadigitization   #chatiadigitization   #chatiadigitization   #cliente   #stayahead   #transformaciones   digital   #digitalsolutions   #customerservice   
#conversationalai   #customersupport   #airline  #datascience #deeplearning  #chatbotdevelopment   #customers   #aviationindustry   #analytics   
#articialintelligence   #contactcenter   #digitalstrategy   #virtualagent   #customerinteraction   #digitalrevolution   #chatbot   
#customerintelligence   #digitalization   #conversationalcommerce

return