In the current scenario of accelerated digitalization, companies are racing for solutions that make customer service faster, more efficient and more economical. Among the most adopted tools are chatbots and artificial intelligence (AI) agents, which are often confused technologies, but have different functions and different results.<\/p>\n\n\n\n
Automation expert Luciana Papini explains the differences between the two approaches, the risks of misusing them, and how to strategically combine them to scale customer service without compromising the consumer experience. \u201cMany companies confuse chatbot with AI. This compromises strategy.Each tool has its role, and knowing where to use each one avoids waste and increases the\u201d return\u201d<\/em>, he states.<\/p>\n\n\n\n What are chatbots and AI agents?<\/strong><\/p>\n\n\n\n Chatbots are programs based on predefined rules. They respond to specific commands, such as \u201chour or \u201dsecond via the\u201c billet, from configured frequently asked questions.Simple, fast and low cost, they are ideal for repetitive and structured tasks.<\/p>\n\n\n\n AI agents go further. They use techniques such as natural language processing (NLP), machine learning and contextual analysis to interpret messages, adapt responses and learn over time. This allows a closer service to the human, able to deal with multiple scenarios and variations in language.<\/p>\n\n\n\n \u201cIf the chatbot works with a script, the AI agent works with intelligence.It recognizes patterns, identifies intentions and improves the user experience with each\u201d interaction\u201d<\/em>, Papini explains.<\/p>\n\n\n\n When to use each one?<\/strong><\/p>\n\n\n\n The definition between one and the other depends on the level of complexity of the process. According to Luciana, standardized and low-variance flows, such as balance queries, order status or contact information, work very well with chatbots.<\/p>\n\n\n\n She warns that the most common mistake in companies is wanting to apply AI to simple tasks or trying to solve complex problems with just one chatbot. \u201cIA poorly applied is expensive. Chatbot used beyond the necessary frustrates the customer. The ideal is to combine the two solutions with intelligence, creating a fluid journey for the user and efficient for the business\u201d, the,<\/em> punctuates.<\/p>\n\n\n\n Rsults for companies<\/strong><\/p>\n\n\n\n According to McKinsey, companies that integrate AI and automation to customer service record, on average, a 20% increase in productivity and a reduction of up to 30% in operating costs<\/p>\n\n\n\n These advantages, according to Luciana, are not restricted to large companies. \u201cEven a microentrepreneur can start with a simple chatbot on WhatsApp. The important thing is to be clear about the goal and choose the appropriate tool\u201d<\/em>, he states.<\/p>\n\n\n\n Projections from the International Data Corporation (IDC) indicate that by 2026, 75% of large companies will adopt AI integrated with automation for real-time decisions. \u201cOutmotion manager needs to understand how AI fits into flows, how it can improve the customer journey and how the data generated drives business decisions.It is an increasingly strategic role\u201d<\/em>, concludes.<\/p>","protected":false},"excerpt":{"rendered":" No cen\u00e1rio atual de digitaliza\u00e7\u00e3o acelerada, cresce a corrida das empresas por solu\u00e7\u00f5es que tornem o atendimento ao cliente mais r\u00e1pido, eficiente e econ\u00f4mico. Entre as ferramentas mais adotadas est\u00e3o os chatbots e os agentes de intelig\u00eancia artificial (IA), que s\u00e3o tecnologias frequentemente confundidas, mas que t\u00eam fun\u00e7\u00f5es distintas e resultados diferentes. Especialista em automa\u00e7\u00e3o, […]<\/p>\n","protected":false},"author":1,"featured_media":2068,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[31,106],"tags":[43,53,48],"class_list":{"0":"post-84483","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-noticias","8":"category-tendencia","9":"tag-e-commerce","10":"tag-noticias","11":"tag-tendencias"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/posts\/84483","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/comments?post=84483"}],"version-history":[{"count":0,"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/posts\/84483\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/media\/2068"}],"wp:attachment":[{"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/media?parent=84483"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/categories?post=84483"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/en\/wp-json\/wp\/v2\/tags?post=84483"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
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