The year 2025 has arrived, showing that technology won’t wait for companies to adapt. It’s necessary to act quickly and always stay one step ahead in innovation. In this scenario, customer service automation transforms interactions with customers into something more precise and objective.
This process allows serving thousands of people simultaneously, reducing response time and improving user experience. Research indicates that chatbots, for example, can resolve up to 80% of consumer inquiries without human intervention, according to a Juniper Research study. This functionality highlights AI’s strategic role in reducing operational costs and increasing support team productivity. Additionally, bots provide uninterrupted support, operating 24/7, ensuring agility and positive experiences for the public.
According to Rafael Franco, CEO of Alphacode, a company specialized in financial app development, these results solidify chatbots as an effective and scalable solution in today’s market. ‘Apps integrating chatbots, virtual assistants, and support flow automation are important tools to optimize consumer relationships, benefiting companies across all sectors,’ he emphasizes.
For him, companies urgently need to adopt technologies that enhance operations and improve customer service. This is because consumers are increasingly digitally engaged and seek quick problem resolution. ‘Chatbots and automated apps optimize processes while providing a more satisfying and personalized experience,’ he adds.
Automation and data collection
Beyond solving practical operational issues, automation collects consumer behavior data that’s essential for strategic planning and short/medium/long-term decision-making. This information allows managers to further personalize future interactions.
‘Well-planned chatbot usage directs customers to the correct department and creates a structured foundation for faster, more effective problem-solving. However, experts note this technology’s success depends on careful implementation that balances technological efficiency with essential human touch,’ adds the specialist.
Pioneering companies have used these resources to innovate in customer service, reducing costs, increasing consumer satisfaction, and boosting their Net Promoter Score (NPS). The impact is already noticeable across sectors, and the strategic adoption of automated apps promises to redefine customer service standards in Brazil and worldwide.
