2019 had a powerful boom in the development and drive of conversational technology in the Spanish-speaking market. According to Gartner, chatbots and virtual assistants will be part of the daily life of companies and customers, in the next 2 to 5 years.
Technologies based on Artificial Intelligence (AI) managed to find a niche in various companies, since these allow them to make their processes more efficient and have greater productivity. According to Adobe, currently only 15% of companies use AI globally, although this figure is expected to rise to 31% this year.
"More and more companies will incorporate this class of AI-based technologies to automate repetitive tasks, for sales or customer service," said Gustavo Parés, CEO of Nearshore Delivery Solutions, a company specialized in cognitive computing and AI.
Machine Learning and Artificial Intelligence will impact most industries, jobs and companies at all levels, added the manager. As investments are made in the development of this technology, more companies will integrate this type of solution into their operation. Companies that don't take risks will start to lag behind.
The benefits of Artificial Intelligence range from saving time and money, to the implementation of new processes that meet the needs of its users, but how do you know if your company is ready to incorporate AI into its processes?
To help assess whether your company is ready for the use of Artificial Intelligence, the company specialized in cognitive computing and AI, Nearshore Delivery Solutions, recommends asking yourself four questions before making the leap.
Once you are aware of the basics, the next step for any company is to start exploring different ideas. Think about how you could add AI capabilities to your existing products and services.
The most important thing is to detect in which specific cases or processes the use of AI can solve commercial problems or provide demonstrable value for your company.
As with any other solution, it is important to start with the expected result. You simply cannot apply a new tool by applying it, since this can generate new problems, such as a high investment cost, or it can even hinder the processes already established within a company.
Most companies are already using Artificial Intelligence in one way or another, but it should not be used if it does not add value to yours.
Using it simplifies a long list of processes, allowing efforts to focus more on creative business practices, rather than wasting time on routine procedures.
Unlike larger technology companies, there is no need to make eight-figure investments in AI. Instead of trying to integrate it into all the processes of your company, you should think of those in which it can have the greatest effect, the fastest and the most transparent , in order to save as much time as possible and the benefit is more visible.
If you haven't digitized business processes from the paper world to the cloud, you may not be AI ready.
The most current companies were launched when digitization was the norm, so their operation can make greater use of cloud computing, big data and other technologies , allowing these applications to be better integrated.
However, in traditional companies, processes and technology may not be easily adaptable to the applications offered by artificial intelligence.
Before running, you must learn to walk, so if your company has not yet digitized its processes, it is time to do so before taking the next step.
Many times, users request or seek information about the different products or services that a company offers within a website or in the customer service area, however, they usually have a bad experience when browsing the website, staying a long time waiting time or not finding an adequate answer to their questions they go to a place that fits what they need, in other words: they leave with the competition.
Artificial intelligence can solve these problems with the use of chatbots, since they manage the acquisition of new customers and function as service channels to present products, services, schedules, among other characteristics.
They also help receive service requests, schedule visits, handle claims, and offer promotions. Finally, they influence the retention of users by solving doubts, and keeping clients updated on the progress of their services.
According to Hubspot, 57% of users prefer to interact with chatbots due to their instantaneous. With this in mind, and taking into account the number of companies that already implement this technology in their services and processes, is it worth it to lose our clients to the competition that offers a more organized and integrated experience?