Will artificial intelligence replace humans? This is one of the most frequently asked questions in recent years, especially after the arrival of generative AIs like ChatGPT and Gemini, and the customer service sector is naturally at the center of this discussion. According to the "Brazilian Bot Ecosystem Map," produced in 2023 by Mobile Time in partnership with Opinion Box based on interviews with 83 chatbot development companies, the number of robots developed for customer service increased by 84 times between 2017 (the first edition of the report) and last year.
According to the survey, companies reported that seven years ago they had produced around 8,000 "bots," a number that exponentially grew to 671,000 in 2023, an increase of 8,287%. The biggest jump was between 2022 and 2023, when the number of tools increased from 317 thousand to 671 thousand.
This jump is clearly related to the arrival of generative AIs. ChatGPT came to life at the end of 2022 and since then, as the study proves, the number of bots has more than doubled. But, in addition to launches by OpenAI, Google Cloud AI, Microsoft AI, or Anthropic, there have also been several evolutions in the segment, such as the democratization of platforms in low code and no code environments, which basically allow companies to customize chatbots within an easy-to-use system for those who do not understand programming and have low implementation costs. As a result, even small and medium-sized companies have gained access to intelligent and efficient systems," explains Rodrigo Garcia, AI specialist and business head at cVortex, a company specialized in technological solutions for call centers.
The platform in recent years has helped major companies like Claro Brazil and Bradesco Cards to make their customer service processes more intelligent and strategic. With the card operator, for example, applying multichannel technology with intelligent distribution of services and SLA control, cVortex helped reduce complaints exceeding the deadline by 53%, in addition to saving R$ 15 million for the company's customer service operation in just the first year.
However, Garcia states, despite all the evolution that chatbots have undergone, it is not yet time to leave human assistance behind. "The consumer still prefers human service when the demand is more complex, and today this is the biggest challenge within companies: to reconcile the two service models in an intelligent and strategic way, aiming to achieve the best possible performance for operations, combining efficiency with a good experience for their users and customers," he explains.
Partnership between humans and robots
According to a study conducted by Hibou in October 2023 with over two thousand people across Brazil, 86% expressed dissatisfaction with the service provided by companies in general. According to the document, for 94% of people, what makes a service "good" is having speed, while 91% want the option to rely on human support if necessary.The research also brings other interesting insights
- 66% said it is important to maintain a humanized and constant relationship;
- 52% want a simple website, where they can carry out all processes online;
- 47% believe that companies need to be consistent across all physical and digital channels;
- And, for 35%, the Customer Service Centers need to have the service history on hand when speaking with the customer.
But, in an increasingly digital world, where a company has an Instagram page, Facebook, a chatbot on the website, and a phone support channel all at the same time, how can they provide good and consistent service without needing an army of people monitoring everything all the time? "That's where technology comes in," explains Garcia.
According to the executive, the use of a digital platformomnichannel (multichannel), combined with artificial intelligence solutions, already helps to resolve most consumer demands. "The system functions as a 24-hour call center that monitors, organizes, identifies, and forwards customer requests according to their business classification, customer segment, and complexity hierarchy. In the case of a medical clinic, for example, the same customer may have asked via Instagram chat if a certain specialty was available, then contacted via WhatsApp to schedule an appointment, and later had a question about a medical prescription. The three interactions have different levels of complexity. The first two can easily be handled quickly and efficiently by artificial intelligence, while a medical-related question would require human interaction, with an attendant acting as a bridge between the person and their doctor," explains Rodrigo Garcia, from cVortex.
According to the executive, upon identifying this need, the system connects the customer with a human agent who has on the platform a registration with all the data and complete history of interactions already made by this customer, including messages sent via social media, WhatsApp, and even recordings of phone conversations already conducted, eliminating unnecessary questions for data confirmation or the customer having to repeat their request.
In addition to the agent gaining significant agility, users (clients) also experience a different level of relationship. Based on historical service data, as well as all interactions with the call center, the omnichannel platform integrated with AI can generateinsights, make forecasts or simply identify deviations and/or opportunities in the relationship between companies and their clients. This creates a feeling of attention, welcome, and deep understanding of the clients' needs, significantly increasing the potential for loyalty," explains Rodrigo.
Another advantage of having a systemomnichannelIntelligent, highlights the head of business at cVortex, is the reduction of operational costs for the companies' customer service. By directing the most effective support method for each type of demand, our clients were able to size their teams and physical call centers according to their actual needs, moving towards more compact teams with specialized and qualified professionals. Therefore, we believe that, in the current scenario, the companies that will provide the best customer service are those that choose a strategy combining AI and people working together collaboratively, with well-defined and planned business processes, concludes the executive.
