The technological revolution has radically transformed the pace of life of all consumers. On average, they spend between 8 and 14 hours in front of a screen per day. This means that many day-to-day activities take place on some type of electronic device, usually a smartphone.
These new habits have created an expectation for quick responses that has never been seen before. Today, we attempt to provide solutions and respond to questions the very moment the situation arises. When a timely solution cannot be provided, frustration and complaints arise.
Companies are gradually adapting to these changes. They have begun to transfer much of their customer service strategy towards digital channels, including social media. But often, this is not enough. They feel that they have fallen short of the goal.
Consumers want their problems solved in real time. If a company chooses not to offer immediate responses to inquiries on the digital channels that their customers use, these very customers often decide to abandon the transaction. They opt for alternatives that are better adapted to respond their need for urgency.
The challenge for today’s companies to figure out how meet this need. This is especially important for those companies that serve a large number of customers.
Ever since the most important messenger channels started to talk about virtual assistants with artificial intelligence, these innovative solutions have found a new home in the corporate world. They can offer customer support, advertise, sell, offer support during online shopping, or simply have a pleasant conversation.
Virtual assistants use artificial intelligence, machine learning and supervised learning techniques. They can maintain natural conversations and evolve in real time thanks to constant use.
Gartner Research, a consulting company that provides technology research, predicted that by 2015, 50% of all user searches would be answered by virtual assistants. By 2020, this percentage is predicted to increase to 85%.
Companies have already identified their customers’ need for urgency. Now they should adapt and respond to customers with the speed they have grown to expect.
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