In 2025, AI should take control of 95% of customer service interactions, according to aprojectionfrom Servion Global Solutions. One of the reasons for this movement is the efficiency gain that automation generates for the attendant, that can save at least two hours a day and still increase productivity by 14%, according to theresearch “The State of AI”, from Hubspot
Just like it happens with a human operator, the chatbot receives the customer's information, "thinks" in search of the best solution and provides an answer to the consumer. The difference is that technology provides the attendant with a 75% reduction in reading time and a 40% reduction in response time, according to data from theNeoAssist, reference platform in omnichannel service and one of the first Brazilian companies to think of a complete omnichannel conversation journey
The competitive advantage of companies that use AI in customer service is to ensure collaborative responsibility between Artificial Intelligence and the human operator. "AI adds speed and efficiency", in addition to providing insights that can be used in corporate strategy. Meanwhile, the attendants are responsible for interactions and resolving more complex problems, in addition to ensuring the human touch, fundamental for building trust with customers, explain William Dantas, Data Director of NeoAssist
Serving major brands, like Malwee and Usaflex, who won the Reclame Aqui Award 2024, the company developed Núb.him, your multifunctional AI. She summarizes conversations, suggest answers based on the interactions between the customer and the attendant, and also analyzes consumer sentiment. To perform this analysis in real time, the Nub.it studies the tone of voice, the rhythm, the intonation, the choice of words and even the pauses in speech to understand the emotional state of the client and assist the operator.
"The Nub".it was designed by Brazilians to solve the problems of Brazilians. The solution has already helped CX teams reduce the resolution time of a service request by up to 47%, "what is a great advance 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 contexts, cultural and linguistic, that can ensure more appropriate responses for each client, whether by voice or by text messages.
Thus, the advantage of AI-based systems is that, with each new interaction, they can learn, to adapt and evolve progressively, ensuring a "human service" without direct contact with real people. This is the result of Natural Language Processing (NLP), of Natural Language Understanding (NLU) and Natural Language Generation (NLG), resources that provide human-like interactions
Another notable progress of AI in customer service is precisely predictive analysis based on data, behavior patterns and feedbacks, that enables companies to anticipate problems and find solutions even before demand arises. The result is a proactive service, customized and highly effective, able to classify and transfer requests that require extra help, considering the degree of urgency of the contact
