In the universe of artificial intelligence, a new wave is approaching quickly. It is about AI agents, that perform increasingly complex tasks and make decisions autonomously. In customer service, this evolution is viewed positively. Until 2029, this technology will solve 80% of common customer service issues without human intervention, according to a recent projection by the consulting firm Gartner.
While traditional chatbots, for example, they are mechanical and follow predefined scripts, the AI agent can act autonomously, to make online purchases on one's own based on human command, for example.
For the customer service sector, this means a new way of engagement, facilitating the service of attendants with productivity and automation of interactions, and reduction of operational costs for companies. However, it will also change the communication made by consumers.
This transition will impact the way the client communicates with the company, because he will also be able to access the artificial intelligence agent. Consumers will be able to use it to clarify doubts, request exchanges and returns and make complaints on your behalf. This scenario requires a strategic adaptation from both sides, so that the relationship is not affected and problem-solving is practical, comment Oswaldo Garcia, CEO ofNeoAssist, reference platform in omnichannel service and holder of the artificial intelligence Núb.him
Thus, Gartner's study also addresses that, from this new behavior, it will be necessary to adapt the service not only for human customers, but also for "machine clients". This directly implies prioritizing automation, given that the volume of interactions may change. This could be the beginning of a great change in conversational AI, that is becoming more than just a resource for customer support and permeating other operational and relationship levels
"The market's bet is that the AI agent will be the next evolution of technology", and the forecast for four years from now is that it will already be possible to feel the results of its use. Until then, our mission is to prepare the ground to deliver the best experience to customers, they using or not using AI during their shopping journeys, complements the CEO of NeoAssist
Innovation and AI mark talks at Web Summit Rio
The next steps of AI have been highlighted at major events. Between April 27 and 30, the Web Summit Rio will be held and, among the lectures, there is no shortage of themes involving artificial intelligence. From finance and ESG to design, beyond the role of AI agents
Keeping an eye on the latest in technology, customer experience and artificial intelligence, NeoAssist is one of the companies that will be present at the event. Visitors will be able to talk to the team and the brand executives to network, debate the importance of omnichannel vision in customer service and get to know Núb.him — proprietary AI that suggests, summarize and analyze consumer sentiments in customer service
Web Summit Rio
Data: April 27-30
LocalRiocentro Convention & Events Center – Rio de Janeiro (RJ)
Site: Link
