Por Martin Weidemann*
Yes, for the more technical ones, you will understand what I am about to say, that we are all subjects of the Turing Test (a test where the ability of a machine to simulate human intelligence is analyzed). While we are claiming the internet service, bank or whatever.
The benefits for companies: they are obvious. Now, the benefits for people looking to receive support? So let the debate begin!
Managing a volume of interactions that is growing and that imply greater attention to them would cause a very high investment in human and technological resources.
This is where AI takes center stage. On the business side, the keywords that appear when implementing AI projects are usually “Scalability”, “24/7”, “better measurement” among others.
The problem; if it is a “smooth” enough experience so that there is no friction. And this is where the final result will begin to be seen, based on the talent that is developing behind these AI solutions. As well as the investment in these talents and the resources that need support.
If a company will seek to spend as little as possible on implementing AI, the result will doubtlessly be good. (Isn’t this also the case in traditional projects such as an “in-house” call center?)
What would be the factors that your colleague here identifies KEY to resulting in a successful project?
- First, good old “Project Planning”
- Second, be “AI Ready” (is your information organized? Do you have all the information accessible? Or to start, do you have it digitized?…
- Third, but by no means least: talent. In the end, corporations are the ones who push it every day. Does your talent have clear objectives and necessary support (political, budget, etc.) to undertake such a project?
In general, if you are already reading ForbesI sense that they already know the need to operate an ERP, trust management software and to have their data as structured as possible.
Let’s get to the fun part, what do people think? Do you think it’s cool to be served by AI agents?
According to a Capterra study conducted in May 2024, 73% of customer service professionals in Mexico consider that the impact of artificial intelligence (AI) on the customer experience is positive, and 10% rate it as very positive.
Additionally, 68% of Mexican consumers believe that chatbots should offer a level of experience comparable to that of humans.
Who is succeeding in implementing AI in customer service?
I have been able to search for some cases, I would include everyone, but I think that the editorial management of Forbes would not like it to result in such a long article. But yes, I will encourage myself with some specific cases:
Urbvan, a mobility startup, has integrated AI into its customer support using Zendesk products such as Support, Guide, Chat and WhatsApp. Additionally, use Explore to analyze specific metrics. This implementation has allowed Urbvan to transport 10,000 daily users in more than 350 vans and 80 public routes, improving the efficiency and speed of the service.
DHL Supply Chain DHL has incorporated generative AI to improve data management and customer service. In collaboration with Boston Consulting Group, it has developed AI applications that facilitate processes such as data cleansing and customer service, improving operational efficiency and customer experience.
Companies in the financial sector According to a study, 60% of companies in Mexico use AI tools to serve customers, achieving customer loyalty by offering better service. Additionally, 46% of companies improve their reputation and brand awareness, while 51% see an increase in sales.
What can we expect from the future of AI addressing our mundane consumer problems?
Summarized:
– Ability: Possible fusion between Understanding and most importantly, doing. At the moment when the paths of RPA (Robotic process Automation) and AI come together better, what you sit down to explain to someone “Do X once an email Y arrives with these Z variables” is literally what which literally consumes all of us a good portion of the day.
– Interface: They can say goodbye to those annoying flows that did not include what we wanted. Example, the WhatsApp buttons when contacting a supplier, and the first option “I am a Customer with a problem” (yes, that flow that leads straight to hell) vs “I Want to Be a Customer” (the flow that makes someone assist you in less time). 1 minute). Flows like this will now be a thing of the past. Everything points to real conversations since the AI answers the phone.
– Context: Many times we humans want to solve problems by finding answers to the wrong questions. An example of what I mean; “Call the internet provider to complain that it is not working.” And on the other hand, when seeing something more “General” such as a customer profile, they tell us that in reality, the account is frozen due to debit. The more variables an AI agent can analyze and draw broader conclusions, the better it will be.
Are we ready for the next step?
With all this in mind, an open question remains for the future of customer service in Mexico and the world: how far will AI go in its ability to understand and anticipate our needs? And perhaps even more importantly, are we as a society ready to embrace the transition from human agents to fully autonomous systems?
Technology is advancing rapidly, and the numbers show that change is inevitable. But how would you feel knowing that your entire customer experience will be managed by an AI? Where is the human role in this new era of care?
The question that’s been on my mind the most lately is How can we “re-skill” (re-professionalize) people so that they add value, having already automated part of theirs with AI?
This last one I invite you to reflect on, and any message you have, you can search for me on Linkedin to send me your comments (Bold ideas are also welcome!) There will be an article focused on the Re-skilling of profiles whose work was delivered to the AI.
From here I say goodbye to you for today!
Contact:
*Martin Weidemann is a leader in digital transformation with more than 20 years of experience in technological projects. Former fintech founder. He has led key initiatives in the fintech and digital transformation sectors in recent years.
https://www.instagram.com/tech_tincho
https://www.linkedin.com/in/martinweidemann
https://x.com/Tech_Tincho
The opinions expressed are solely the responsibility of their authors and are completely independent of the position and editorial line of Forbes Mexico.
Follow information about business and current events in Forbes Mexico
