Njengoba kusondela ukuphela konyaka, izinkampani ezweni lonke ziqinisa amalungiselelo esizini yokuthengisa, okuhlanganisa iBlack Friday, Christmas, kanye neCyber Monday. Ngo-2023, i-Infobip, inkundla yezokuxhumana ngamafu yomhlaba wonke, yacubungula ukusebenzisana kweselula okuyizigidi ezingu-2.7 phakathi no-Black Friday kanye nezigidi ezingu-2.5 ngo-Cyber Monday, okubonisa indima ekhulayo yobuchwepheshe beselula ekuthengisweni. Ochwepheshe be-Infobip baphrojekthi ukuthi ngo-2024 ukutshalwa kwezimali kumathuluzi okuxhumana eselula kufanele kukhule nakakhulu, okubonisa ukubaluleka kwama-smartphone njengesiteshi sokuthenga izigidi zabathengi e-Brazil.
Ngokocwaningo lwakamuva olwenziwe yinkampani yaseBrazil, u-43% wabaphenduli uthe bayakujabulela ukuxhumana nama-chatbot, futhi abangu-64% bavumile ukuthi kusebenza kahle kakhulu ukuqalisa ingxoxo nge-chatbot futhi, uma kunesidingo, ukuyidlulisela kumenzeli ongumuntu. "Ukukhula kwesevisi yamakhasimende okuzenzakalelayo kuvela ezicini eziningana. Kusukela ezinzuzweni eziyisisekelo ezifana nokutholakala kwe-24/7 nezimpendulo ezisheshayo, emizamweni yezinkampani yokuthuthukisa lobu buchwepheshe futhi inikeze ulwazi olungcono kakhulu lwamakhasimende. Ngezikhathi zokufunwa okuphezulu, ikakhulukazi ukuthengiswa ngokuthumela imilayezo, ama-chatbots ayindlela enhle kakhulu yokuthuthukisa ukusebenza, "kuchaza u-Bárbara Kohut, uchwepheshe wemikhiqizo ye-Latam ku-Infobip.
Ngamathuluzi ahlukahlukene atholakalayo, omakhalekhukhwini sebephenduke abambisene beqiniso kubathengisi ekukhangiseni nasekuthengeni imikhiqizo namasevisi. Kulo mongo, izinkundla zokuxhumana, ikakhulukazi uWhatsApp, nazo sezithole amandla. "Ekuthengeni kokuphela konyaka, abantu bafuna ukunethezeka. Ngokukhula kwamaphromoshini we-Black Friday, umthamo wamakhasimende uphakeme ngokwemvelo, ngakho-ke, izinkampani kufanele zilungele ukubahlinzeka ngokuhlinzeka ngohambo lokuthenga olungenazihibe, lapho imikhiqizo ingathengwa ngokuthepha nje okumbalwa kusikrini se-smartphone, "kuchaza u-Bárbara.
Ukulungisa izinkinga nokwazi izethameli zakho.
Yize amukelwa kabanzi namuhla, ama-chatbots asaletha ubunzima obudinga ukufundwa yizinkampani ezisebenzisa ithuluzi ukusiza ekuthengiseni kwazo. Ngokocwaningo olwenziwa yi-Infobip, u-53% wabaphenduli babike ukuthi ubunzima babasizi bokubona ekuqondeni umongo wezinkinga zabo buyisiphambeko. Endaweni ephathwayo, lolu hlobo lwesithiyo luyimbangi enamandla engabangela abathengi ukuthi bayeke ukubuza umbuzo, bangatholi usizo lwangempela, noma bathenge umkhiqizo abawufunayo.
NgoLwesihlanu Olumnyama, ama-chatbots namathuluzi abonakalayo kufanele alungele ukusiza abathengi ngendlela engcono kakhulu—ngaphandle kwezithiyo ezidala izithiyo phakathi kokuxhumana kokuqala nokuqedwa kokuthenga. Ngakho-ke, abathengisi kufanele banake iphrofayili yekhasimende labo, balindele izinselele zokuxhumana ezingase ziphakame nemibuzo engase iphakame.
E-Brazil, u-86% wabathengi uthe bazosebenzisana kakhulu nezinkampani uma zinikeza isevisi yomuntu siqu. Ukwenza kube ngokwakho kuyisihluthulelo semikhankaso eyimpumelelo namuhla. Izinkampani zidinga ukwazi isiteshi sokuxhumana esikhethwa ngababukeli bazo, hlobo luni lolimi okufanele lusetshenziswe, nokuthi yiziphi izincomo zomkhiqizo nesevisi okufanele zenziwe.
"Kubaluleke kakhulu ukuthi umkhiqizo wazi izethameli zawo, ukuqonda ububanzi beminyaka yabo kanye nezinto abazithandayo," kugcizelela uBárbara. "Ngale ndlela, kungenzeka ukudala amasu okuxhumana asebenza kahle kakhulu abonisa ukwazisa nokukhathazeka ngemibono yekhasimende kanye nokuthandayo-okuzohumushela emiphumeleni emihle yokuthengisa," ephetha.
