In times of Coronavirus (COVID-19), investing in digital transformation and automatized solutions of customer service, as the chatbot, is mandatory to survive to the “New normal”.

Even before the pandemic, the smart solution is increasingly sought by companies that want to offer a quality omnichannel service to their clients.

Service automation is fundamental during the coronavirus.

The Artificial Intelligent (AI) was and still are being the continuity alternative of operations for most service providers.

Even before the pandemic, the automation of customer service through the AI during the period of social isolation has grown exponentially.

This increase can be explained due to the fact that the call centers are considered essential service to the population service during the COVID-19 and due to the increase of 44% on the number of received calls by the companies service sectors.

Between the automation of customer service solutions during the coronavirus, stands out the chatbots. Researches revealed that since the pandemic began, the solution presented a global increase of 100% and tends to increase even more over the months.

Chatbot service companies grow up to 300% during pandemic.

The bigger investment on chatbot can be explained due to the fact that many telemarketing companies saw themselves obligated to end their services or decrease their operations, migrating their employees to the home office. The new routine directly reflected the increase of service by robots that work by social networks and or ads on the website itself.

Some sectors had registered an increase of up to 300% by chatbot during the quarantine period. This rise in demand included more than 20 countries, counting Brazil.

To attend increasingly demanding and multi-connected consumers, it is necessary to be 24h available at the channels that they are. Due to the urgent need of information, aligned with the scarcity of human resources, the virtual assistants become a communication channel very important in the period that we face.

Only in the month of March, there was a four-fold increase in the volume of requisitions compared to the same period in 2019. Besides that, the talk sessions with the bot set a record and reached more than 35 million sessions. The value is equivalent to an increase of 40% over the same period last year.

DNK Infotelecom is number one on smart chatbot.

Aligned with the latest trends on the market, DNK offers the best solutions of smart chatbot for call center and contact center.   

With the DNK’s smart chatbot it is possible to attend to the client with integrations of mobile app, telephone (IVR), SMS, Chat, Totem, web, WhatsApp, Facebook messenger, social networks and email.

The software provided by the company uses this information to automatize and personalize the service processes, contributing, this way, to increase the client satisfaction and operational economy.

With DNK, the customer service is made through an integrated omnichannel platform, which connects all service channels, with information and client’s data fast recovery.