Technology and artificial intelligence gained importance and the digitalization of services was enhanced. It is estimated that in 2022, $77 billion will be invested in the development of artificial intelligence systems that talk to people.

In this context, bots occupy numerous places in companies and users increasingly interact with them, especially in customer service, where they allow them to offer 24/7 service, scale self-service, activate new channels and automate transactional processes.

This year, 70% of companies are expected to accelerate the use of digital technologies, which shows that users are getting used to resolving their queries through fully digital channels.

“Chatbots have gained a great place in all industries and have an increasing presence in companies,” said Laura Fabro, CMO of Kenwin, adding that this technology allows you to maintain a conversation with the user through software that is integrated into websites or applications with algorithms developed by artificial intelligence and machine learning, which allows you to learn from the interaction and understand the habits, tastes and preferences of users.

This tool allows you to eliminate the waits that other media often present and increases the chances of finding the desired solution. For companies it is a way to decongest their query channels by offering quality customer service.

Chatbots allow you to resolve doubts, recommend products, nurture prospects, guide them towards conversion and increase sales, retain customers, satisfy them and benefit the brand's reputation.

Although chatbots compete increasingly closely with the telephone channel, there is still work to be done for users to accept them. According to Fabro, one in three are dissatisfied with the care provided but, little by little, consumers are beginning to understand what information can be provided and find the answers through these tools. “There are many causes that can explain these results and they are mainly linked to the flow of a conversation and the understanding until what is required is resolved,” he concluded.