By 2025, AI is expected to take control of 95% of customer service interactions, according to aprojectionof Servion Global Solutions. One of the reasons for this movement is the efficiency gain that automation provides to the agent, who can save at least two hours a day and still increase productivity by 14%, according to theresearch “The State of AI”, then Hubspot.
Just like a human operator, the chatbot receives the customer's information, "reason" in search of the best solution, and provides a response to the consumer. The difference is that technology provides the agent with a 75% reduction in reading time and a 40% reduction in response time, according to data from theNeoAssist, a reference platform in omnichannel service and one of the first Brazilian companies to think about a complete omnichannel conversation journey.
The competitive advantage of companies that use AI in customer service is ensuring collaborative responsibility between Artificial Intelligence and the human operator. "AI adds speed and efficiency, as well as insights that can be used in corporate strategy. Meanwhile, agents are responsible for interactions and resolving more complex problems, in addition to ensuring the human touch, which is essential for building trust with customers," explains William Dantas, Data Director at NeoAssist.
Serving major brands such as Malwee and Usaflex, which won the 2024 Reclame Aqui Award, the company developed Núb.ia, its multifunctional AI. She summarizes conversations, suggests responses based on interactions between the customer and the agent, and also analyzes the consumer's sentiment. To perform this real-time analysis, Nubia studies the tone of voice, rhythm, intonation, word choice, and even pauses in speech to understand the customer's emotional state and assist the operator.
"Nubia was designed by Brazilians to solve the problems of Brazilians. The solution has already helped CX teams reduce resolution times by up to 47%, which is a significant advancement in the national market," reveals Dantas, from NeoAssist. The specialist points out that, just as it is important to train people, it is equally necessary to "train" artificial intelligence considering social, cultural, and linguistic contexts, which can ensure more appropriate responses for each customer, whether by voice or text messages.
Thus, the advantage of AI-based systems is that with each new interaction, they can learn, adapt, and evolve progressively, ensuring a "human-like service" without direct contact with real people. This is the result of Natural Language Processing (NLP), Natural Language Understanding (NLU), and Natural Language Generation (NLG), features that enable human-like interactions.
Another remarkable progress in AI customer service is predictive analysis based on data, behavior patterns, and feedback, which allows companies to anticipate problems and find solutions even before the demand arises. The result is a proactive, personalized, and highly effective service, also capable of classifying and transferring assistance that requires extra help, considering the urgency level of the contact.
