Digitization is a very important process to which traditional companies have been exposed. Evolution allows for the integration of chatbots that automatically provide immediate responses. However, although chatbots and automation offer faster and more immediate service, it is not always the most effective for the customer.
The recommendation is to implement a hybrid chatbot, which is a system that combines automation with personalized attention from an advisor. If the chatbot determines that the consumer requires more personalized attention, it will offer an advisor. This situation can arise when the customer is a difficult customer or if the requests made exceed the chatbot's response capacity. The advantages of implementation offer significant benefits: cost reduction and optimization of communication processes. Consumers won't have to wait to receive the desired attention, considering response times, and customers can reduce anxiety and frustration by providing quick help.
In addition, it boosts the brand's productivity; chatbot automation to respond to simpler requests frees up advisors to perform other, more specific tasks.
Cost reduction is significant, allowing for budget allocation to other areas of the business. Therefore, maintaining a hybrid chatbot system is an effective and cost-effective solution. Considering the advantages this customer service offers, it's a good option for implementing in an e-commerce business.