Agility, personalization, and security. This is what consumers find when shopping via WhatsApp from establishments that utilize Artificial Intelligence in their service.

Thanks to the enhancement of this technology, it is possible to automate routine processes and create virtual assistants capable of handling a larger number of contacts and with greater availability. This reduces customer wait times and increases their autonomy in commercial transactions, which is positive for both sides of the counter. Moreover, Artificial Intelligence shortens the gap between purchase intention and conversion, as it facilitates instant access to the most important information, reserving for the attendant only the more complex cases that require intervention.

Advantage for companies

Check out other benefits found by organizations that invest in AI on WhatsApp:

• Assertiveness and personalization in service, as the technology allows for data collection, analysis, and the issuance of accurate reports;

• Increase in team productivity;

• Diversification of channels;

• Cost reduction;

• Automation in conducting surveys, processing orders, and tracking deliveries.

It is known that Artificial Intelligence on WhatsApp manifests through Chatbots, initially replacing interaction with professionals, however, it is necessary to demystify the paradigm that relationships can only occur with robots.

This mindset, besides being mistaken, poses a huge risk to companies. It is risky and inadvisable to rely solely on AI in Customer Service. Technology only makes sense in automating routines and repetitive tasks.

And what about the humanization of service?

Dialogue with a real person requires a long journey of coexistence, knowledge, and learning... something that only HUMAN interactions promote. Sensitivity, creativity, and flexibility, for example, are soft skills increasingly valued by the market and consumers and are impossible to replicate. The absence of these factors in a negotiation can be fatal for a good resolution. Therefore, to ensure a beneficial shopping experience for both companies and the public, it is worth highlighting some conduct:

• Putting oneself in the customer's shoes and understanding their pains and expectations regarding the service or product they are acquiring is INDISPENSABLE in any service channel;

• Being professional in language, processes, and meeting deadlines is also crucial for the business's credibility and retains consumers;

• Informing the customer that the contact will be stored and ensuring privacy in the storage of sensitive data reassures the customer and is a decisive point for the success of the transaction via WhatsApp. In summary, empathy and technology, when combined in customer service, guarantee success and good consumer experiences, even with the presence of Artificial Intelligence. This is what makes the consumer come back time and again, and the establishment appreciate the preference!

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