Daim ntawv ntsuam xyuas " Lub Suab ntawm Asmeskas: Kev nyiam ntawm Kev Sib Txuas Lus ," ua los ntawm Infobip thiab Lub Tswv Yim Box, qhia tias ib nrab ntawm cov neeg Brazilians xam phaj siv chatbots los teb cov lus nug txog cov khoom thiab cov kev pabcuam, ua kom muaj kev siv dag zog hauv kev pabcuam cov neeg siv khoom. Txawm li cas los xij, Brazil tseem ua rau Latin America cov teb chaws nyob rau hauv qhov kev tsis ntseeg siab: tsuas yog 36% ntseeg qhov tsis pub lwm tus paub ntawm cov ntaub ntawv qhia nrog AI cov neeg sawv cev, thaum 29% tsis ntseeg, thiab 35% hais tias lawv tsis quav ntsej.
Daim ntawv ntsuam xyuas tseem hais ntxiv tias 74% ntawm cov neeg teb Brazilian twb tau siv chatbots, tus pab cuam virtual, thiab cov kev tswj hwm tus kheej los ua haujlwm txhua hnub. 61% ntawm cov neeg teb paub txog cov txiaj ntsig xws li cov lus teb ceev, 35% taw tes rau cov ntaub ntawv raug ntau dua, thiab 33% siv lawv kom yooj yim. Txawm li cas los xij, 45% ntawm Brazilians txhawj xeeb txog cov ntaub ntawv kev nyab xeeb thiab kev ceev ntiag tug, 38% tau sau tseg tias AI tseem muaj kev nkag siab tsis zoo, 36% nco tib neeg kev sib cuag, thiab 30% saib cov teeb meem nrog cov lus teb raug.
"Artificial txawj ntse yog ib qho cuab yeej tseem ceeb rau kev ntsuas thiab tsim cov neeg siv khoom ntiag tug, tab sis rau cov neeg siv khoom kom ntseeg tau lawv, cov tuam txhab yuav tsum hloov lawv lub suab ntawm kev sib txuas lus, ua rau tib neeg, pob tshab, thiab muaj kev hwm. Cov ntaub ntawv kev ruaj ntseg yuav tsum yog qhov tseem ceeb, thiab cov tuam txhab yuav tsum tau nqis peev rau hauv cov kev daws teeb meem uas tau txais kev cia siab ntawm cov neeg siv khoom," hais txog Caio Borges, tus thawj coj hauv lub tebchaws ntawm Infobip.
Hais txog kev txaus siab nrog chatbots, 55% txaus siab, 20% tsis txaus siab, thiab 25% tsis txaus siab. Hais txog tus kheej, 24% xav kom AI siv cov ntaub ntawv los ntawm kev yuav khoom yav dhau los thiab kev tshawb fawb los txhim kho kev sib cuam tshuam, 23% xav tau kev sib tham nrog ntau hom lus, 22% xav kom chatbot hloov mus rau tus neeg siv tus qauv, thiab 21% hais tias nws yuav tsum nco ntsoov cov hauv paus, xws li lub npe thiab kev sib cuam tshuam zaum kawg. Tsuas yog 10% tsis lees txais cov kev cai no.
Hais txog cov xov tooj digital, WhatsApp yog txoj hauv kev nyiam rau kev hu rau cov tuam txhab rau 70% ntawm Brazilians, ua raws cov vev xaib (46%), qhov twg chatbots tseem muaj zog, thiab kev sib raug zoo xws li Instagram thiab Facebook (20%). Caio Borges hais ntxiv tias lub tswv yim omnichannel yog ib qho tseem ceeb los xyuas kom meej tias cov neeg siv khoom tuaj yeem ua haujlwm nyob qhov twg lawv nyiam, nrog fluidity thiab zoo thoob plaws txhua qhov kev sib tham.
Lwm channel tau txais traction yog RCS (Rich Communication Services), suav tias yog ib qho kev hloov pauv ntawm SMS vim nws tso cai rau kev sib tham sib tham. Raws li kev tshawb fawb, 69% ntawm Brazilians tau txais RCS cov lus los ntawm cov tuam txhab, nrog rau 45% xav txog kev sib cuam tshuam muaj txiaj ntsig thiab qhia tau tias muaj kev txaus siab siv cov channel no. Rau kev taug qab cov khoom xa tuaj, 48% xav txog RCS cuam tshuam; 45% siv nws los teem sijhawm kuaj thiab teem caij; thiab 39% rau kev lees paub thiab txheeb xyuas hauv kev ya davhlau thiab mus ncig. Tsis tas li ntawd, 54% hais tias RCS yog ib qho kev ruaj ntseg ntawm kev sib pauv ntaub ntawv.
"RCS yog lub thev naus laus zis uas ua ke nrog kev yooj yim ntawm SMS nrog kev sib cuam tshuam thiab kev nyab xeeb, muab kev paub zoo dua ntawm kev siv xov tooj, ib yam tseem ceeb rau cov tuam txhab uas xav tsim kho tshiab hauv kev sib raug zoo ntawm cov neeg siv khoom," Borges hais.
Thaum siv AI tus neeg sawv cev hauv lawv lub neej txhua hnub, 40% ntawm cov neeg Brazil nyiam siv thev naus laus zis los tsim cov npe khoom lag luam, 39% teem sijhawm teem sijhawm, 38% xa cov lus tsis siv neeg lossis email, thiab 33% rov kho lawv cov sijhawm nyob rau hauv lub ntsej muag ntawm cov xwm txheej tsis tau xav txog. Brazil yog lub tebchaws thib ob hauv Asmeskas uas siv AI feem ntau rau kev yuav khoom, tom qab tsuas yog Mexico.
Thaum kawg, daim ntawv ntsuam xyuas qhia tau hais tias, txawm tias muaj kev nce qib, Brazil muaj qhov txaus siab tshaj plaws los siv AI cov neeg ua haujlwm yav tom ntej hauv Latin America, nrog 65% pom zoo, 16% tawm tsam, thiab 19% tsis quav ntsej. Thaum nug txog lawv txoj kev nyiam rau kev hu rau cov tuam txhab, 75% xaiv rau WhatsApp, 44% rau email, 21% rau kev tshaj tawm, 17% rau SMS, 14% rau chatbots, thiab tsuas yog 5% rau RCS. "Qhov kev coj cwj pwm no qhia tau hais tias cov tuam txhab tseem xav tau kev nce qib tseem ceeb hauv kev tsim kom muaj kev ntseeg siab thiab kev sib raug zoo ntawm tus kheej. Kev nkag siab txog cov neeg siv khoom nyiam thiab kev nqis peev hauv cov channel uas muaj kev ruaj ntseg thiab yooj yim yog qhov tseem ceeb rau kev nce cov neeg siv khoom thiab kev ncaj ncees hauv kev siv cov kev txawj ntse," nws xaus lus.
