Chatbot marketing đã và đang được đánh giá cao như một công cụ marketing cực kỳ hiệu quả trong việc cải thiện tương tác với khách hàng và thắt chặt mối quan hệ giữa khách hàng và doanh nghiệp.
In recent years, the application of technology to customer service call centers has created outstanding competitive advantages for businesses. With an increasing awareness of the factors shaping the future of call centers, many companies are transforming to keep up with new trends.
According to 51% of experts on Citrix's survey, by 2035, technologies like Virtual Agent and Augmented Reality will boost productivity by 200%. One can say that Artificial Intelligence (AI) has been creeping into all aspects of life to serve humans and effectively support business activities.
According to a study published in Forbes, by 2023, AI solutions will appear in 40% of the elementary operations of enterprise infrastructure to achieve high productivity, rapid scalability and quickly meet the needs for customer experience in the digital era.
Hundreds of AI solutions are applied in business operations, especially Chatbot and Voicebot. They are the new generation of intelligent interactive tools, promising to create breakthroughs in the field of customer service.
How to operate call centers effectively is a challenge for many businesses. Call center is considered as the heart of customer service where customers' requests are received, processed and navigated to related departments. That level of importance requires a wise way to solve problems, or else call centers will be in a state of chaos.
Most customers express that they have to wait too long to connect with call centers or to solve their problems. Along with the development of technology and mobile devices, customers tend to find answers online by themselves instead of contacting with call centers.
As technology is rapidly developing in the Industry 4.0, many banks with abundant resources pioneers investment in automated and multi-channel customer service. Two of the most popular AI solutions used in banks around the world are Chatbot and Voicebot.
Modern customers want to buy not only products/services but experiences, understanding and personalization. Digital platforms with Artificial Intelligence (AI) promises to provide businesses many useful solutions that meet these diverse needs of customers.
IDC forecasts that spending on AI solutions will increase to $97.9 billion by 2023, twice as much as the expense in 2019. 73% of CEOs believe AI is vital to their business currently.