We’re not enemies of customer service robots and we’ll explain why.

he humanization of customer service and the use of bots may seem to be at odds with each other, but not necessarily. Offering empathetic and humane service means, above all, efficiency and problem-solving.

Therefore, if the use of bots solves problems that can in fact be solved at the push of a button, it is clear that their use is acceptable and even recommended.

But what are bots?

Bots are artificial intelligence robots developed to carry out different types of operations in a company. They can be used for anything from programming to analysis to customer service.

So when should you use bots?

• When the work cannot be done manually

In the case of satisfaction surveys, for example, it would be almost impossible to carry out this service manually, due to the large volume of calls in a contact center.

• For quick and objective questions

Chatbots are programmed to serve customers in real time. They are therefore automated with the task of formulating simple dialogues in order to solve doubts or problems. For example: issuing a duplicate boleto, frequently asked questions, etc.

• When it’s not necessary to be open to dialog with the client

If it’s about welcoming a customer, selling or solving a complex problem, it’s important to rethink the use of the bot, as it will most likely not be able to serve you properly or listen to you with empathy.

Bots become a problem, rather than a solution, when the customer spends long minutes stuck in the IVR (Interactive Voice Response) waiting for the “speak to an agent” option. This behavior says a lot about the efficiency of this solution. In their eagerness to scale up customer service, many companies end up distancing themselves from truly problem-solving customer service. Humanizing service cannot be solved by naming a robot Lu, Ana and Bia. Above all, we need to look at the customer experience.