In the world of artificial intelligence, a new wave is rapidly approaching: AI agents, which perform increasingly complex tasks and make decisions autonomously. In customer service, this evolution is viewed favorably. By 2029, this technology will resolve 80% of common customer service problems without human intervention, according to a recent projection by the consulting firm Gartner.
While traditional chatbots, for example, are mechanical and follow predefined scripts, the AI agent can act autonomously, to make online purchases on its own based on human commands, for example.
For the customer service sector, this means a new form of engagement, facilitating the service provided by agents with increased productivity and automation of interactions, and reducing operational costs for companies. However, it will also change the way consumers communicate.
“This transition will impact how customers themselves communicate with the company, as they will also have access to the artificial intelligence agent. Consumers will be able to use it to resolve doubts, request exchanges and returns, and file complaints on their behalf. This scenario demands a strategic adaptation from both sides, so that the relationship is not affected and problem resolution is practical,” comments Oswaldo Garcia, CEO of NeoAssist , a leading omnichannel customer service platform and owner of the Núb.ia artificial intelligence.
Thus, the Gartner study also addresses that, based on this new behavior, it will be necessary to adapt customer service not only for human customers, but also for "machine customers." This directly implies prioritizing automation, given that the volume of interactions may change. This could be the beginning of a major shift in conversational AI, which is ceasing to be just a resource for customer support and permeating other operational and relationship levels.
“The market bets that AI agents will be the next technological evolution, and the forecast for four years from now is that it will already be possible to feel the results of their use. Until then, our mission is to prepare the ground to deliver the best experience to customers, whether or not they use AI during their purchasing journeys,” adds the CEO of NeoAssist.
Innovation and AI are the highlights of the Web Summit Rio talks.
The next steps in AI have been highlighted at major events. Between April 27th and 30th, the Web Summit Rio will take place, and among the lectures, there is no shortage of topics involving artificial intelligence. From finance and ESG to design, as well as the role of AI agents.
Keeping an eye on the latest in technology, customer experience , and artificial intelligence, NeoAssist is one of the companies that will be present at the event. Visitors will be able to talk to the brand's team and executives to network, discuss the importance of an omnichannel vision in customer service, and learn about Núb.ia — a proprietary AI that suggests, summarizes, and analyzes customer sentiments during service.
Web Summit Rio
Dates : April 27-30
Location : Riocentro Convention & Events Center – Rio de Janeiro (RJ)
Site: Link
