Análise dos benefícios e desafios da implantação de chatbot para atendimento de clientes em uma empresa privada

Abstract

Customer service is a process that has been changing over time. time, notably with the emergence of new technologies and the transformation digital business. In this wake, a solution that has increasingly gained space are called chatbots. The implementation of chatbots for customer service to clients in private companies can bring many benefits, such as improving service efficiency, cost reduction and improved customer satisfaction client. However, before deploying a chatbot, it is important to consider some important factors to ensure successful implementation, such as platform choice, customization, model training, integration with other company tools and monitoring and maintenance continuous. By considering and implementing these factors, companies can maximize the benefits of chatbot deployment and continually improve the customer experience. In this context, this report aimed to technological describe the process of implementing a chatbot solution for customer service in a private company, in the telecommunications. As a problem situation, there was a high demand for people for service, bottlenecks, customer dissatisfaction, low efficiency, quality, agility of services. As a solution, the implementation of a chatbot was adopted for customer service. As results achieved, we highlight a more objective service, less time to resolve customer problems customers, increased team productivity, centralization of all services, resolution histories and increase in customer satisfaction levels customers.