In a multi-channel world, people have endless ways to interact with brands, whether it’s in offline physical stores or through online websites. mobile devices with the help of applications and channels Messenger.

In terms of customer experience, according to a Boston Consulting Group study, among 6,000 customers surveyed, it was found that Millennials and Generation Z prefer the help of virtual agents (or Chatbot) than by the people.

For these generations and younger ones who don’t know a world without technologyFirst Autonomy in your purchasing process. They prefer to control themselves, from searching for a product and making a purchase transaction, to receiving it at the desired address and providing their own conclusions (reviews) about it.

“This trend is observed in supermarkets. Younger generations prefer to use self-service checkouts and quick scan kiosks, Standing in line and serving people. They prefer to try to solve their doubts and problems on their own and if they need help, they prefer chatbot assistance and contact brands through WhatsApp rather than calling,” he explains. james navarro Executive Director of GUS.

The Mordor Intelligence report highlights that, With the increasing use of messaging apps, integrating chatbots into them leads to a higher return on investment as it improves the user experience. Also, it saves the chat history which can be useful for future purposes.

companies in Latin America They have already integrated virtual assistants into their marketing and customer service strategies to communicate better and faster with customers, as chatbots can connect to various data sources via API to provide information and services on demand.

This made them talk companies, can connect with their customers through channels such as WhatsApp, The most used instant messaging app in history, with over 2 billion users worldwide.

Virtual Assistant, the most effective automated solution today

In Europe and the United Kingdom, more and more companies are investing in automation solutions that, on the one hand, provide more efficient customer service and, on the other hand, allow them to devote their resources to training employees to solve more complex problems.

Faced with this growing trend and ever-changing demands from customers, now tools Artificial intellect They can talk all over the world Clone voices, pass virtual characters with NLP (Euro Linguistic Programming) and manage emotions.

“Chatbots can understand users whether they’re speaking colloquially, with misspellings or words that are considered ‘niche.’ It is a constant work to take into account new trends and improve the products offered by companies to ensure that their customers communicate positively with customers and increase their level of satisfaction,” Navarro concludes.

The future belongs to companies that have a presence where their customers are. It is estimated that by 2025, the number of people sending and receiving text messages will increase to 5.9 million globally.

At the time, according to Gartner, More than 70% of these interactions will be through chatbots and instant messaging channels. with which the integration of these tools may be the solution to remain competitive in two years.

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