In 2030 almost 50% of the profits of the companies will be the product of the commercial application of Artificial Intelligence (AI) solutions. They are predictions from a study conducted in 2020 by the consulting firm PriceWaterhouseCoopers (PwC), which support the urgent adoption of the technology in all types of industries.
Now, we see that with the pandemic they grew exponentially the chat and the bots that serve them to the beat of electronic commerce, but with this also the claims increased, so it is necessary to ask what are the keys to having bots in customer service and not losing customers but retaining them?
From the Banco Ganadero, eMarketing manager, Edgardo Cuéllar, He pointed out that they have WhatsApp bots and another one for Messenger where customers can consult various operations. Both bots also allow you to interact directly with a bank agent to expand the information.
It highlights that with the implementation of these bots the bank has received more than 1,000 daily interactions.
To retain customers, Cuéllar recommends that companies develop tools and simple apps to make the customer experience more personalized.
“With the use of these technologies a sense of proximity to the company should be generated with the client without losing the kindness in the attention. It is also important to train the client on the use of these tools in a didactic and simple way so that the transaction is easier to learn and use ”, said the executive.
Another entity that has experience implementing bots in customer service is the National Bank of Bolivia (BNB). Carlos Eduardo Mojica Ribera, Vice President of Innovation and Digital Transformation, explained that they have had bots since 2016 when they implemented the first chatbot in Bolivia, through the Facebook messaging channel: Messenger; and later, they implemented a condensed version on the WhatsApp platform.
The objective of the creation of this channel in the BNB focused mainly on allowing the client or user in general to have a simple, straightforward and modern operating experience, thus allowing the client the ease and comfort of making certain inquiries without having to call the Contact Center or go to a bank agency .
“Currently, we received 53.74 million messages, of which 50.38 million correspond to inquiries in general and 3.36 million to private inquiries through the chatbot, ”Mojica reported, adding that the implementation of bots in the bank has generated a high rate of customer loyalty.
Likewise, Carmen Sánchez, Communications-Marketing Deputy Manager of La Boliviana Ciacruz Seguros, considers it very important that for the implementation of chatbots there must be defined care protocols and the personnel that provides support must have the necessary training, in this way the requirements are attended to immediately, since WhatsApp is a channel that demands a quick response.
“On La Boliviana Ciacruz Seguros also has indicators that measure the level of service, response time and user experience, in this way we can continuously improve the service for our customers, ”said Sánchez.
The insurer enabled the WhatsApp service so that users can interact through Chat Bot technology to receive immediate, personalized attention to their demands and inquiries without leaving their home. Through this channel they can make claims reports, check debts, pay insurance and franchises, quote and purchase insurance, carry out a self-inspection before insuring it.
In Bolivia, especially the banks, are following the technological trend of global banking.
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