As companies apply new technologies to boost their business, one of the advances that has been rapidly adopted has been Artificial Intelligence (AI). This year alone, more than 40% of large companies are considering Implement this type of technology to improve the customer service experience, while increasing your income and reducing operating costs. Whether to book a plane ticket, open a bank account, sign up at the gym or place an order at In line, people are already interacting through some type of AI-based application to perform day-to-day activities. That is why the implementation of these types of solutions is allowing companies to offer buyers excellent service 24 hours a day, 365 days a year.
“Experts predict that by 2020 AI will have a positive impact on 25% of all interactions between companies and users. It is a technology that obeys the need to establish a warmer, personalized and efficient communication between the client and their favorite brands, ”says Javier Mata, founder and CEO of Yalo, a company focused on managing conversational relationships between companies and its customers, allowing them to establish close ties through instant messaging.
According to Mata, the industries that are taking full advantage of this tool are:
Through WhatsApp, airlines such as Aeromexico are using AI-driven instant messaging to increase user loyalty, allowing them, through the application, to book or change their flights, monitor their status or resolve questions about them. your travels This technology is improving the customer experience and increasing the satisfaction of travelers.
2. Financial services
Banking institutions are also strengthening customer service through Artificial Intelligence. For example, Banco Azteca, in collaboration with Yalo and WhatsApp, managed to have more than 5 million customers open new accounts through automated messaging, making 89% of them value that experience as positive.
This industry is using AI-based instant messaging to connect with consumers. Such is the case of Coppel, a company that reached 4 million users, reduced costs and raised the quality of its customer service, while doubling the amount of attention to consultations with the same number of staff and has increased 17 times the opening rate of your notifications when making them via WhatsApp instead of using email.
With the help of this technology, Coppel also registered a 20% decrease in telephone inquiries, as well as visits to physical stores to request information on services such as loans, and has guaranteed its basic supply of goods.
4. Consumer goods
Brands in this sector are interacting directly with commercial customers through artificial intelligence, creating loyalty and improving the number of sales. An example of this is FEMSA, the world’s largest beverage bottler, which uses an automated virtual assistant in WhatsApp to optimize the entry of purchase orders. This new solution exceeded the effectiveness of the company’s call center just one week after its implementation, closing sales in 70% of cases.