In these times of COVID-19, where several countries have opted for smart lockdowns, it has served to test the digital channels that companies typically offer as a means to stay connected with their customers. The feelings we experience when using these channels can sometimes be frustrating and other times truly surprising.

"The effects on the business sector have begun to be felt, which is why we sometimes find it frustrating to make a call to a call center where we know in advance that the lines will be overloaded with customers trying to get information on how to pay online or simply how to carry out a transaction they would typically do in person. In some cases, we find chats attended by people, where a similar feeling to that of a call center can be experienced, as the volume of conversations exceeds the available bandwidth, forcing companies to hire additional agents to handle the operation without being able to cover 24/7 support with this staff. Solutions like these, without automation support, end up creating a poor customer experience, as the 'you will be assisted by one of our agents shortly' doesn’t happen that quickly, and the user ends up closing the chat window or hanging up the call.

But not everything is so frustrating. Some pleasant experiences we can find are companies that have chosen to use automated options in their digital channels, such as Chatbots, which immediately address any questions the customer may have about a product or service. When they don't have the correct answer, they transfer the conversation to a 'human' agent, who continues the conversation via the same channel (WhatsApp, in this case) and resolves the issue, reducing response times and providing an excellent user experience.

It is undeniable that, as the title of this note suggests, robots are here to stay, and not only hardware robots that assist in vehicle assembly, but also software robots that can automate tasks that are often handled by humans. In this reinvention that is being talked about worldwide these days, companies can no longer ignore the automation of their digital channels and should take advantage of the momentum that COVID-19 has given to the digital transformation of users, who are now more willing to interact with an automated solution because human agents are in quarantine.

Autor:

Equipo Monitor