Ucwaningo olusha luveza imibono yabathengi mayelana nenkonzo yamakhasimende ezenzakalelayo. Ucwaningo lwe-CX Trends 2024, olwenziwe yi-Octadesk ngokubambisana ne-Opinion Box, lwembula ukuthi ama-59% abathengi bakholelwa ukuthi ukusetshenziswa kwama-chatbot kanye nobuhlakani bokwenziwa kuthuthukisa insizakalo yamakhasimende.
URodrigo Ricco, uMsunguli kanye ne-CEO ye-Octadesk, ugcizelela ukubaluleka kwalezi zobuchwepheshe: “Abathengi balangazelela okuhlangenwe nakho kokuthenga okwenziwe ngezifiso nokusheshayo. Ama-Chatbot kanye ne-AI anikeza izimpendulo ezisheshayo nezisebenzayo amahora angama-24 ngosuku, izinsuku eziyi-7 ngesonto, ahlangabezana nokulindelwe ngamakhasimende anamuhla.”
Kodwa-ke, ucwaningo luphinde lukhombe izinselelo. Abathengi abangu-36% babike okuhlangenwe nakho okungekuhle ngama-chatbot, kuyilapho abangu-35% bewalinganisela njengangathathi hlangothi. Lokhu kugcizelela isidingo sokusetshenziswa ngokucophelela kanye nokuqapha njalo lobu buchwepheshe.
Abathengi babonise ukuthi isevisi enhle ye-chatbot ihlanganisa inketho yokukhuluma nomuntu uma kudingeka (51%) kanye nokuthola izinketho ezifanele zezinkinga zakhe (50%).
Lolu cwaningo luphinde lwabhekana nokulindelwe ngabathengi mayelana nezikhathi zokuphendula. Kuma-imeyili, iningi lilindele impendulo zingakapheli ihora elilodwa. Kuma-social media kanye nezinhlelo zokusebenza zemiyalezo, isikhathi esiphezulu sokulinda yimizuzu emihlanu. Kuma-online chat kanye nezingcingo, okulindelwe impendulo zingakapheli umzuzu owodwa.
URicco uphetha ngokuthi: “Akwanele ukunikeza ikhwalithi nje; kubalulekile ukwenza ngcono ulwazi lonke futhi kuhlangatshezwane nokulindelwe ngamakhasimende lapho ethanda khona futhi kanjani.”
