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Young people prefer to talk with virtual assistants, rather than with people

In a multi-channel world, people have endless ways to interact with brands, whether offline in physical stores, online on web pages or through their mobile devices through apps and instant messaging channels. In terms of customer experience, according to a study by the Boston Consulting Group, among 6,000 consumers interviewed, it was learned that millennials and generation Z they prefer to be assisted by virtual agents (or chatbots) than by people.

For these generations, and the younger ones, who do not know a world without technology, Autonomy prevails in your purchasing process. They prefer to be in control themselves, from searching for a product and making the purchase transaction, to receiving it at the preferred address and providing their own conclusions (reviews) about it.

This trend can be verified in the supermarkets. Younger generations prefer to use self-service checkouts and quick-scan kiosks rather than stand in line and be served by people. They prefer to try to solve their doubts and problems independently and, if they need help, they prefer the assistance of a chatbot and contact brands through WhatsApp, rather than calling by phone”, explains Jaime Navarro, CEO of GUS.

A Mordor Intelligence report highlights that, due to the growing use of messaging applications, the integration of chatbots in them generates a higher return on investment, since it improves the user experience. Also, it saves the chat history, which can be useful for future purposes.

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Companies in Latin America have already integrated virtual assistants into their marketing and customer service strategies to interact better and faster with their users, since chatbots can connect to different data sources through an API to provide information and services upon request. This has turned them into conversational companies, capable of connecting with their customers through channels such as WhatsApp, the most used instant messaging application in history, with more than 2 billion users in the world.

In Europe and the United Kingdom, more and more companies are investing in automation solutions that, on the one hand, provide more efficient customer service, and on the other, allow them to allocate their resources to training their employees to solve more complex problems.

Faced with this growing trend, and with the constant different demands from the user, now the tools of Conversational Artificial Intelligence around the world are able to clone voices, function through virtual characters with NLP (neurolinguistic programming) and manage emotions.

“Our chatbots are capable of understanding the user, regardless of whether they speak colloquially, with misspellings or words considered ‘niche’. It is a constant job to be up to date with new trends and elevate the products we offer to guarantee our clients a positive communication with their users and increase their level of satisfaction”, Navarro concludes.

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