Customer service automation optimizes work and resources

The year 2025 has arrived showing that technology will not wait for the time of companies to adapt. It is necessary to act fast and always be one step ahead in innovation. In this scenario, automation in customer service turns interaction with customers into something more accurate and objective. 

This process allows us to serve thousands of people simultaneously, reduce response time and improve the user experience.Research indicates that chatbots, for example, can solve up to 80% of queries made by consumers without the need for human intervention, according to a study by Juniper Research. This functionality highlights the strategic role of artificial intelligence in reducing operational costs and increasing the productivity of service teams. In addition, bots offer uninterrupted support, working 24 hours a day, seven days a week, which ensures agility and positive experiences for the public.

According to Rafael Franco's, CEO of Alphacode, 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 the relationship with consumers, benefiting companies from all sectors”, he highlights.

For him, companies need to adopt technologies that improve their operations and improve customer service with some urgency.This is because the consumer is increasingly digitally inserted and seeks speed in solving their problems.“Chatbots and automated applications optimize processes while providing a more satisfying and personalized experience”, he adds.

Automation and data collection

In addition to solving practical operational issues, automation collects data on consumer behavior that is essential in strategic planning and decision making in the short, medium and long term. This information allows managers to further customize future interactions. 

“The well-planned use of chatbots directs customers to the right industry and creates a structured basis for solving problems faster and more 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 used these resources to innovate in service, reducing costs, increasing consumer satisfaction and boosting their Net Promoter Score (NPS) indicators. The impact is already noticeable in several sectors and the strategic adoption of automated applications promises to redefine customer service standards in Brazil and worldwide.