In the current rapidly evolving digital landscape, businesses need to prioritize creating smart, integrated, and efficient customer experiences to remain competitive. Recent data shows that Brazilian customers are increasingly preferring digital channels for service interactions. According to a study by Gupshup, 50.8% of respondents feel more comfortable negotiating the price of a service via instant messaging. This preference surpasses those who opt for in-person negotiations (24.2%). The study also highlights demographic variations.
Women are more likely to choose instant messaging (52.1%) and phone calls (16.1%) compared to men (49.4% and 12.4%, respectively). Meanwhile, male respondents show a greater preference for in-person conversations (27.1%) and emails (8%).
Generational differences are also evident. Customers aged 16 to 44 are more inclined (58.8%) to prefer instant messaging than those aged 45 or older (36.7%). A key finding is that more than half (50.8%) of respondents feel more comfortable using instant messaging to negotiate service prices, while slightly less than a quarter (24.2%) prefer negotiating in person.
“These insights perfectly confirm the role AI can play in banking experiences. AI-based technologies enable businesses to optimize onboarding, activation, and product usage processes, reducing timelines and improving user access,” says Abdul Assal, Business Development Director at Galileo in Brazil.
“Additionally, these technologies enable continuous support in multiple languages and channels, while adapting interactions in real-time based on user behavior—always with the possibility of human intervention when needed,” he adds.
The executive also highlights the importance of reducing support team demands for a faster experience. “AI allows a significant portion of recurring queries to be resolved by digital assistants, reducing the need for physical structures and preventing team overload in companies.”
As Brazilian consumers show a growing preference for digital communication channels—especially instant messaging—businesses need to adopt AI-based solutions to meet evolving expectations and deliver personalized, integrated experiences. Demographic and generational trends reinforce the urgency for adaptable strategies that consider different user profiles. To help organizations respond to this shift, Galileo offers a cutting-edge solution specifically designed for the new digital landscape.
Galileo offers Cyberbank Konecta, a conversational AI engine, in various deployment models for financial institutions, fintechs, and non-financial brands. Using Galileo’s secure, agile, and highly scalable conversational banking solution, Konecta-as-a-Service enables businesses to quickly and efficiently create smart digital experiences.
During the recent South Summit event held in Brazil, Galileo’s CEO Derek White shared insights with a large audience about transforming customer engagement in the digital era. Commenting on the shift toward smart, integrated user experiences, Derek emphasized: “You’re adding services that eliminate the need for human interaction, and I’m happy to discuss this further as a model. So if the first phase of this evolution is making services available, how do you make them smart afterward?”
He stressed the importance of building trust in a self-service world: “How do you create trust in a world where the customer is interacting with your brand—and in my industry, with their money? In a DIY world, they’re sitting on their phones with no other human involved.”
Derek also drew attention to repetitive data collection issues in digital engagement, highlighting the value of smart systems: “How many times do we ask for the same information repeatedly, capturing the same data? The worst way to break a customer’s trust in today’s digital world is to ask them for it.”
In conclusion, Derek White’s remarks at South Summit highlighted a shift in customer engagement—from simply offering access to enabling systems that foster interaction and trust. “As businesses digitize and automate processes, the mission is to reduce repetition and maintain consistent user experience. By focusing on systems that avoid redundant requests and support clear communication, businesses can build stable, effective customer connections in a self-service environment,” he concluded.
