The year 2025 has arrived showing that technology will not wait for companies to adapt. It is necessary to act quickly and always stay one step ahead in innovation. In this scenario, automation in customer service transforms interactions with customers into something more accurate and targeted.
This process allows serving thousands of people simultaneously, reducing response time and improving the user experience. Research indicates that chatbots, for example, can resolve up to 80% of consumer inquiries without the need for human intervention, according to a study by Juniper Research. This feature highlights the strategic role of artificial intelligence in reducing operational costs and increasing the productivity of support teams. Additionally, the bots provide uninterrupted support, operating 24 hours a day, seven days a week, ensuring agility and positive experiences for the audience.
According toRafael Franco, CEO yesAlphacode, a company specialized in the development of financial applications, these results consolidate chatbots as an effective and scalable solution in the current market. "Applications that integrate chatbots, virtual assistants, and support flow automation are important tools to optimize customer relationships, benefiting companies across all sectors," he/she/they highlights.
For him, companies need to adopt technologies that enhance their operations and improve customer service with some urgency. This is because the consumer is increasingly digitally integrated and seeks quick resolution of their problems. "Chatbots and automated applications optimize processes while providing a more satisfying and personalized experience," he/she/they completes.
Automation and data collection
In addition to solving operational practical issues, automation collects data on consumer behavior that is essential for strategic planning and decision-making in the short, medium, and long term. This information allows managers to further personalize future interactions.
“The well-planned use of chatbots directs customers to the right department and creates a structured basis for resolving issues more quickly and effectively. However, experts point out that the success of this technology depends on careful implementation, which maintains the balance between technological efficiency and an essential human touch,” adds the expert.
Pioneering companies have been using these resources to innovate in customer service, reducing costs, increasing customer satisfaction, and boosting their Net Promoter Score (NPS) indicators. The impact is already noticeable in various sectors, and the strategic adoption of automated applications promises to redefine customer service standards in Brazil and worldwide.
