From the AI department at Geotelecom we asked ourselves the following question: is it possible to automate customer service without sacrificing what makes us so human?
This question summarizes one of the great challenges of digital marketing today. The chatbots y automated workflows with artificial intelligence (AI) are revolutionizing the way brands interact with their users and buyers. But it's not enough to just respond quickly: you also need to respond in the right way, with empathy and by offering real solutions.
At GeotelecomWe believe that technology should not replace people, but rather enhance their ability to connect with each other.
Why bet on chatbots and AI in customer service?
Immediacy:
According to data from leading customer care solution providers, 70% of users expect an immediate response when they contact a brand. Chatbots, powered by AI, allow us to offer 24/7 support, resolving frequent queries in a matter of seconds.
This, in addition to the latest natural language models such as GPT (OpenAI) and Claude (Anthropic), these assistants are increasingly able to understand a context and provide a coherent and empathetic response.
Cost reduction and efficiency
As we have already mentioned, it is not a matter of doing without the human worker, but of automate the first level of customer service to reduce the level of tickets referred to the team. This not only optimizes resources, but also frees our team to focus on those more complex tickets where empathy and a more "human" approach are essential.
Some large companies such as Iberia or Decathlon already report savings of up to 30% in operating costs thanks to the implementation of these virtual assistant systems.
How to maintain empathy and humanity in an AI Chatbot?
Natural conversations and a good foundation:
A chatbot doesn't have to sound robotic or "soulless". Nowadays, through good prompting and a "system message" well worked for your IA agentsThese chatbots can greet by name, detect emotions such as frustration or anger, and even apologize if they don't have the right response.
The key to all this is to use an approachable tone adapted to the expectations of your user.
Customization and the importance of tools
Thanks to the integration of these chatbots with CRMs and the capabilities of these to call functions by means of API's, chatbots can access customer history, order status and past interactions, and thus tailoring your answers and offering personalized recommendations.
One use case that we are seeing more and more in certain ecommerce is to offer small promotional codes when the AI detects that we have made a mistake.
The human enters the scene
Not everything has to be solved with AI. A well-designed workflow knows how to deal with a fallback and thus transfer the user to a human worker.
ChatBots and Workflows with AI : A more human customer service.
The ideal is to set triggers based on specific queries and detected frustration levels. This way we can work hand in hand with these more complicated situations where the empathy of a chatbot does not seem to be enough.
How do we apply this to digital marketing?
All of the above is great for customer service, but how can we really exploit these applications in our Marketing Department?
This type of solution will allow us to boost our marketing campaigns, build customer loyalty and increase our conversion rate.
Automated lead generation
The integration of these solutions on landing pages allows us to qualify visitors, offer downloadable content and even manage reservations, meetings or free trials.
Smart" Remarketing
Thanks to the integrations of these chatbots and agents we are able to recovering users who have abandoned the purchase processWe will send you an email or subscription to our services via WhatsApp or email with personalized 100% messages.
After-sales feedback
Upon completion of the purchase, support or service, our agentsIA can request quick appraisalsWe are also able to measure the "NPS" (Net Promoter Score) and detect possibilities for improvement of our services.
Technology and artificial intelligence should not dehumanize the relationship with your customers. But by making good use of it and having good professionals behind it, it can make every interaction faster, more useful and, paradoxically, more human than ever.
In Geotelecom we have been walking hand in hand with AI in our day to day and offering this type of solutions to our customers in their different areas and markets.
Want to know how to apply these artificial intelligence-based chatbots and workflows? Contact our team and together we will build a path adapted to your goals.
