Chatbots E Aproximação Que Gera Clientes
Tecnologia

Chatbots E Aproximação Que Gera Clientes

A maioria do investimento é destinado a robôs para o callcenter e a área de operações. Cada vez mais, as empresas da área financeira estão adotando a ferramenta de modo agressivo. Os chatbots agilizam as operações, automatizam o suporte e oferecem ao cliente uma experiência única de atendimento. Já em 2020, a figura “cresceu”, transformando-se no personagem CB — um adolescente influenciador digital, chatbots para empresas que responde pela marca nas redes sociais e faz o atendimento pelo WhatsApp, interagindo com consumidores. Nesse caso, como o crescimento dos chatbots só tende a aumentar, as empresas que fizerem o uso correto da tecnologia poderão aproveitar todas as vantagens da otimização no atendimento. A agilidade dos robôs no atendimento é uma das grandes vantagens de adotar esse sistema na empresa.

Quando falamos em inteligência artificial e machine learning, estamos levando essas conversas a um novo patamar. Nesse cenário, a máquina aprende com seus erros e com as conversas que tem com os seres humanos. E, apesar de ser reprovada no teste de Turing, Eliza representou um marco para a inteligência artificial. Afinal, era um computador que conseguia responder algumas questões com frases simples e programadas com a finalidade de encenar uma conversa humana. Dessa forma, o objetivo era reduzir a demanda de dúvidas simples na Central de Relacionamento, para focar a equipe de atendentes reais em problemas complexos. Assim, a assistente virtual só transferirá o atendimento ao colaborador, caso não encontre a solução em seus dados.

Uma pesquisa anual feita pela Mobile Time, de 2019, mostrou dados do grande crescimento do número de desenvolvimento e uso dos bots. No ano, foram criados, de maneira customizada, 61 mil bots somente nas 85 companhias participantes do estudo. Outro dado surpreendente é que o tráfego destes bots implantados em 2019 é de cerca de 1 bilhão de mensagens por mês, o que evidencia ainda mais a proximidade das marcas com os usuários, ainda que seja por meio de robôs. Nesse caso, dá para criar um bot que disponibilize uma lista virtual de compras para cada cliente. Sendo assim, basta que o usuário crie um perfil na rede virtual da empresa e diga que itens deseja comprar. Após isso, a listagem fica armazenada e o chatbot mostra os produtos relacionados, ajudando nas vendas.

chatbots vão substituir os humanos

O tipo mais comum e mais simples de chatbot é aquele por árvores de decisão simples, ou por navegação em menus. Embora muita gente ache que um chatbot precisa ter Inteligência Artificial, isso não é verdade. Você já deve ter tido experiência com chatbots, algumas boas e outras ruins. Via de regra, um chatbot processa a linguagem humana em busca de palavras e padrões. No começo da última década, quando os primeiros chatbots foram lançandos ao público, era comum ver as pessoas “brincando” com eles para testar seus limites de resposta. Assim, sua capacidade de manter uma conversa pode ser mais robótica ou mais parecida com linguagem humana. Os chatbots podem ir de um algoritmo simples até programas mais complexos com Inteligência Artificial e técnicas de Reinforcement Learning, ou aprendizado por reforço.

Com base nos estudos realizados na empresa, foi possível identificar o desempenho nas áreas funcionais, mostrando a importância de cada uma delas, buscando sempre alcançar seus objetivos estratégicos. A medição de desempenhos dos setores, busca entender se os objetivos estão sendo atingidos e a necessidade de adotar medidas corretivas. É uma das partes mais importantes, ela concentra as informações consideráveis que foram obtidas após a revisão bibliográfica e procedimentos utilizados. Esse tipo de pesquisa, segundo Vergara , pode também estabelecer correlações entre variáveis e definir sua natureza. Não tem compromisso de explicar os fenômenos que descreve, embora sirva de base para tal explicação. De acordo com Paulo a pesquisa aplicada é dedicada à geração de conhecimento para solução de problemas específicos, é dirigida à busca da verdade para determinada aplicação prática em situação particular. A pesquisa aplicada tem como objetivo a criação de conhecimento e aplicação daquilo que já foi entendido, gerando uma prática dirigida para solução de problemas específicos.

Ou seja, o bot pode iniciar o contato com o usuário, verificando qual problema ou dúvida ele possui e o encaminha a um atendimento específico, sem passar por pessoas que não o ajudarão em nada, evitando insatisfações no decorrer do processo. Se você fizesse uma ressonância magnética e esperasse pelo diagnóstico, gostaria que ele viesse de um robô? Um bom médico, que sabe se comunicar de uma maneira direta, mas empática, pode aliviar a experiência do paciente. Existe um elemento humano, especialmente em situações graves, que é mais eficiente se realizado por uma pessoa. A confiança é estabelecida por um bom comportamento consistente de ambas as partes. Um robô não tem uma espécie de bússola moral, ele só possui uma “bússola”.

Chatbots Com Árvores De Decisão Simples

A transformação digital vem exigindo das empresas velocidade na adaptação às mudanças. O sucesso no uso de chatbots e de Inteligência Artificial para o relacionamento com os consumidores é mais uma das provas de que o futuro será pautado por tecnologia. Os nossos clientes estão empregando mais do que demitindo, isso porque, se não estivessem utilizando nossa tecnologia, não estariam tendo resultados. Aqui na Take Blip preferimos falar em “contato inteligente” a falar em “chatbot”, justamente por acreditar que, só com a junção robô + humano, é possível acertar na verdadeira jornada de transformação digital. WhatsApp, Messenger, Telegram e outras plataformas se mostraram ainda mais efetivos no atendimento e no engajamento de vendas com o cliente. A tendência que acompanhamos é que cada vez mais as pessoas preferem se comunicar por mensagem do que por ligações.

Chatbot Para Vendas

Essa tecnologia se refere a transformar uma pessoa específica em um chatbot. Os robôs no atendimento estão cada vez mais presentes, independentemente do tipo de negócio. Pesquise os custos de aderir aos robôs e faça previsões do retorno desse investimento. Assim, além de cumprir suas necessidades, você poderá ter sempre um sistema atualizado e com menor margem de erros. Com a evolução da Inteligência Artificial, os robôs vão aprender cada vez mais sobre como fazer as coisas da forma como esperamos. Sendo assim, em todas as áreas, a tendência é que eles estejam presentes.

A partir de 2028, o futuro nos reserva uma inteligência artificial ainda mais avançada, com robôs tendo relacionamentos reais com pessoas, podendo dar suporte a idosos, cuidando da higiene pessoal e preparando alimentos. Por isso, antes de adotar essa funcionalidade, a empresa precisa ter certeza de que todas as ações serão bem aproveitadas pelo público. Pensando nisso, desenvolvemos um guia completo com boas práticas para uso e construção de um chatbot consistente.

Um chatbot para marketing pode ajudar a engajar usuários que navegam pelo seu site, por exemplo. De qualquer forma, as diferenças entre chatbots e assistentes virtuais estão diminuindo à medida que a tecnologia avança e novas técnicas são usadas na construção de chatbots. Virtual Employees, ou agentes corporativas, por exemplo, se aplicam não só em fluxos de conversa, mas na automação de diversos processos das empresas. Quando o assunto são interfaces conversacionais, uma dúvida comum é a diferença entre chatbot e assistente virtual.

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