Humanized conversation with AI agility: technology reduces response time by 40%, survey shows

By 2025, AI is expected to take control of 95% of customer service interactions, according to a projection servion Global Solutions. One of the reasons for this movement is the efficiency gain that automation generates for the attendant, who can save at least two hours a day and still increase productivity in 14%, according to research “The State of AI”, from Hubspot.

As with a human operator, the chatbot receives the customer information,“raciocina” in search of the best solution and offers a response to the consumer.The difference is that the technology provides the attendant a reduction of 75% in reading time and 40% in response time, according to data from the company NeoAssist, 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.“IA adds speed and efficiency, as well as bringing insights that can be used in corporate strategy. Meanwhile, attendants are responsible for interactions and resolution of more complex problems, as well as ensuring the human touch, fundamental to building trust with” customers, explains William Dantas, Chief Data Officer at NeoAssist.

Serving major brands such as Malwee and Usaflex, who won the Reclame Aqui Award 2024, the company developed Nub.ia, its multifunctional AI. It summarizes conversations, suggests responses based on interactions between the customer and the attendant, and also analyzes consumer sentiment.To make this analysis in real time, Nub.ia studies the tone of voice, rhythm, intonation, word choice and even pauses in speech to understand the emotional state of the customer and assist the operator. 

“A Nub.ia was designed by Brazilians to solve the problems of Brazilians. The solution has already helped CX teams to reduce the time of resolution of a service by up to 47%, which is a major advance in the national market”, reveals Dantas, from NeoAssist. The expert points out that, just as it is important to train people, it is also necessary to train artificial intelligence considering social, cultural and linguistic contexts, which can ensure more appropriate responses for each client, either by voice or by text messages. 

Thus, the advantage of AI-based systems is that with each new interaction, they can learn, adapt and evolve progressively, ensuring a “atendimento human” without direct contact with real people.This is a result of Natural Language Processing (NLP), 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, which enables companies to anticipate problems and find solutions even before the demand appears. The result is a proactive, personalized and highly resolutive service, also able to classify and transfer calls that require extra help, considering the degree of urgency of contact.