Digital transformation is putting business around the customer. It is consumers who shape business and not the other way around, so Hibot, our customer conversation tool, points to the heart of the digital revolution that we live today. Organizations of all types and sizes have turned to chat and multiplatform support to ensure fluid communication with those who enjoy their services and purchase their products. So far this year, more than 1.5 million people have spoken with 274 companies through Hibot.
Bots are all the rage. IDC estimates that the banking sector will achieve savings of more than $ 7 billion in the next three years thanks to the automation of the talks. Banking is perhaps the sector where bots have received the most welcome, but not the only one. Even the World Health Organization created one to address the tens of millions of public concerns about the coronavirus, and companies as diverse as the Wall Street Journal or McDonalds restaurants in Germany use them. In China, virtually everything – from online shopping, hailing a taxi, or paying utility bills – is done through WeChat, the world’s largest chat platform.
Chat and robotic automation increasingly go hand in hand. Hibot’s approach is the combination of human attention and automated attention, to ensure effective customer service. “Repetitive conversational flows can be automated. Integrations and Artificial Intelligence offer us capabilities to build increasingly autonomous Chatbots. However, the culture and fear that still exists in companies of delegating this responsibility to technology makes necessary to have human agents to guarantee the effectiveness in the interactions with their clients “explains, Víctor Agudelo., Product leader at Sofka Technologies, the firm behind Hibot. There are cases in which a bot can take care of everything, as in a taxi service, where customers always supply the same type of information, basically the origin and destination of the service. But there are environments where modeling 100% automated processes can be very expensive. “Hybrid approaches are often the most required,” Agudelo adds.
Any company in which a person is insufficient to serve customers and wants to use WhatsApp to improve their service, is conducive to the arrival of solutions like this. In fact, Hibot is currently used in businesses as diverse as an online store that sells popular Colombian arepas, a Rolex watch dealer, or the Mayor’s Office of Pereira. Bots are well received in the health sector, where EPS adopted them to improve their contact with patients or in dental offices. In contact centers they also have a high level of adoption, because they play a fundamental role in streamlining the flow of massive conversations that are processed there.
If there is something that characterizes the era in which we live today in the business world, it is interaction. That is why bots, focused on effectively conversing with customers, have become one of the fundamental ingredients of digital transformation.