Ungase ungakuqapheli, kodwa indlela izinkampani ezixhumana ngayo nawe ishintshile-kakhulu. From "Sawubona, ngingasiza kanjani?" kuya kokuthi "Ingabe konke kuhamba kahle nge-oda lakho layizolo?", isevisi yamakhasimende edijithali eyenzelwe wena isuke ekubeni yinto enhle yaya ekubeni yisici esibalulekile ekusindeni kwezitolo.
NgokukaGartner, ekupheleni kuka-2025, ama-80% akho konke ukusebenzisana phakathi kwemikhiqizo namakhasimende azobe enziwe ngezifiso ngokugcwele. Lokhu kuchaza ukuthi kungani, e-Brazil, u-70% wezitolo eziku-inthanethi sezivele zisebenzisa ubuhlakani bokwenziwa ukuze zilethe uketshezi oluthe xaxa, olunembile, nolwazi lokuthenga lomuntu siqu. Le datha ifakiwe embikweni we-CX Trends 2025, ophinde ugqamise ukuthi lokhu kubaluleke kangakanani: Abathengi abangu-68% baseBrazil bathi bathenga kuphela lapho bazizwa beqondwa khona ngempela.
"Ukwenza okomuntu siqu akuseyona into ehlukanisayo. Kuyimfuneko yamakhasimende. Futhi, ngisho nange-AI, ukuthinta komuntu kusabalulekile," kusho u-Alberto Filho, oyi-CEO ye-Poli Digital, inkampani esebenza ngokuzenzakalelayo kwesiteshi senkonzo yamakhasimende. Kuye, ukuhlanganisa ubuchwepheshe nozwela kuyisihluthulelo sokwethembeka kwamakhasimende: "Ama-Chatbots enza lula imisebenzi elula. Kodwa abantu kuphela abaqonda abantu."
Isu le-Poli Digital, isibonelo, lihlanganisa isevisi exubile, ukuqapha kohambo lwekhasimende okuqhubekayo, nokuphathwa kwesithunzi. Futhi idatha ikhombisa ukuthi lokhu kuyakhokha: ucwaningo lweMcKinsey lukhombisa ukuthi amabhizinisi agxile ekwenzeni izinto ngendlela exakile asevele abona ukunyuka kwemali engenayo ngo-10% kuya ku-15%.
Kodwa akukhona nje ukuxhumana okuhle: kumayelana nokuthengisa okungcono. Ucwaningo olwenziwa yi-Ecglobal lubonisa ukuthi abathengi abangu-86% bathenga ku-inthanethi okungenani kanye ngenyanga, nokuthi u-79% yenani lokunethezeka, kuyilapho u-78% ekhetha izitolo ezinokuhlukahluka okubanzi kokukhethwa kukho. Ngamanye amazwi, isipiliyoni simayelana nokusebenza.
"Amathuluzi afana namagumbi okufaka izinto ezibonakalayo, ukuthengwa kwekhathalogi, kanye nenkokhelo ephakathi nendawo kwenza umehluko. Anciphisa ukungqubuzana futhi andise ukuguqulwa," kuchaza u-Alberto.
Esinye isici esithola ukudonseka izinhlolovo zokwaneliseka ezizenzakalelayo ngama-chatbots. Ithunyelwa ngokushesha ngemva kwesevisi ngamashaneli edijithali, lokhu kuhlanganyela kuvumela ukuhlonzwa kwesikhathi sangempela kwamaphoyinti abalulekile kanye nokulungiswa okusheshayo kokusebenza ngaphandle kokuba nomthelela ekuhambeni kwesevisi. "Le ndlela inikeza okokufaka okubalulekile ekuthathweni kwezinqumo okunembe kakhudlwana ekuthuthukisweni okuqhubekayo kokuhlangenwe nakho kwamakhasimende, ngokusebenza kahle kanye nokulinganisa."
I-CEO ye-Poli ixwayisa ngokuthi izinkampani ezingasinaki lesi sici zisengozini yokulahlekelwa amakhasimende ngaphambi "kosuku lokuqala lokusa." "Esimeni lapho ulwazi lomsebenzisi lunquma ukwethembeka komkhiqizo, yonke indawo yokuthinta—okuhlanganisa nokubingelela kokuqala—kumele ihlelwe ngokucophelela ukuze kukhiqizwe inani elisheshayo."
