“To request technical assistance, press 1. For duplicate invoice, press 2. To change the payment date, press 3. To change address, press 4. To speak with one of our attendants, press 5. To return to the main menu, press 6.” Many people must have heard these exact words the moment they called a telephone company to, for example, seek assistance.
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We believe that there are still companies that use this method today, however only at the time when the Audible Response Unit (AVR) gave several customer service options with a telephone recording is that this was considered the technology of the moment in a call operation center.
Currently, it is possible to notice that call centers are increasingly dominated by robots. Some even talk to the consumer by text (chatbot), by voice (voice bots) or in the form of an avatar, as is the case of Lu, from Magazine Luiza, who also has an Instagram profile with more than 6 million followers.
Companies have increasingly used these means to talk to their customers. According to a global survey carried out by the research multinational Accenture, it was seen that – for the year by 2023 – businesses and consumers will be saving an estimated 5 billion hours by using chatbots.
This was all driven by the Covid-19 pandemic, which ended up digitizing many operations and which has also saved the private sector a lot of money. According to information from Take Blip, which is one of the largest bot developers in our country, with the bank Itaú, Unimed, Claro and Fiat, this robot service is practically ten times cheaper than a call center conventional.
Why? It's very simple. No need to spend on labor resources and connections.
“It is necessary to invest more in technology, without a doubt, but it is an investment that pays for itself in the first year of operation via robots”, was what Roberto Oliveira, president of Take Blip, said.
We can use C&A as an example here, one of the largest clothing retail chains in our country, which was investing around BRL 172 million in the technology and digitization of operations in the year alone past. These include sales and customer service through apps.
“It is an initiative that turned our salespeople into personal shoppers, someone who can help the customer in fashion decisions in an agile way", pointed out Ciro Neto, the current director of development and expansion of C&A Brazil. Currently we know that approximately 900 sellers in the store only serve via Whatsapp, which is a channel where more than 50% of C&A's online sales are concentrated.
“Digitization has also made it much faster to answer simple questions, involving invoices and payments, for example”, added Neto.
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