Customer service is among the top five areas of AI usage.
82 percent of companies report a positive return on investment in AI.
The virtual assistant market is expected to reach 8.4 billion by 2024.
The new ways of consuming have come with the Covid-19 pandemic, but also with the evolution of new consumers who are made up of generations of centennials Y millennials. That is why even the way of giving customer service has been transformed with technology, which is why people currently prefer virtual assistants and not human ones.
Currently there is a generation that leads the market, and another that will be the future. The first is confirmed by the already famous millennialspeople born in the 1980s and 1990s, who today are the most active adults in terms of consumption. And then follows the rising tide of the centennials born from the year 2000 who are very different from the generation that precedes them.
According to the study New Kids On The Block, Millennials & Centennials Primer from Merrill Lynch Bankonly digital natives (Generation Z or centennials) Y millennials, They will represent 59 percent of the world’s population in 2020.
The report also mentions that people of this generation have an estimated income of 21 billion dollars, so these two generational groups account for 35 percent of global gross income and are already in the crosshairs of company shares.
Customer service with virtual assistants
New consumers, especially technological ones, are driving digital transformation in the market, as in other areas. A study of Boston Consulting Groupdetailed that among six thousand consumers interviewed, it was learned that millennials and generation Z prefer to be assisted by virtual agents or chatbot than by people.
In this multi-channel world we live in today, people have endless ways to interact with the brands they consume, whether it’s offline in physical stores, on-line on web pages or through their mobile devices through apps and instant messaging channels, the latter seems to be the preferred option for new consumers who are connected to technology at all times.
Given this, Jaime Navarro, CEO of GUS indicated that “this trend can be seen in supermarkets. Younger generations prefer to use self-service checkouts and quick-scan kiosks rather than stand in line and be served by people.”
That is why many companies have already integrated virtual assistants into their marketing strategies. marketing and customer service to better interact and faster with its users, which is why they have become the preferred brands of many consumers.
In this sense, studies indicate that by 2021 companies will invest four thousand 500 million dollars in chatbot and that, by 2022, 72 percent of consumer interactions will be through emerging technologies such as chatbot.
An example of the use of this type of technology in its customer service strategies is the hotel companya Marriott Rewardswho created his first chatbot for his Facebook Messenger page.
Likewise, another example of success is that of the bank BBVA Bancomer, which was the first bank in Mexico to implement artificial intelligence in chatbot via WhatsApp. This virtual assistant manages to interact with its clients and users, solving their doubts about the location of their branches, about opening accounts, among other frequent queries.
In that sense, given this growing trend, and with the constant different demands from the user, it can be said that the future belongs to companies that have a presence where their customers are.
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