The chatbot boom began in earnest one year ago, when the most popular messaging platform launched its newest gamble: Facebook Messenger Bots. However, the origin of chatbots dates back to the 60s, when the first chatbot, Eliza, was created. Since then, bots have been used in the customer service arena. But this Facebook launch was really when chatbots began to proliferate across the internet. Today they are so popular, that according to a 2016 Imperva report, more than 50% of Internet traffic comes from bots. Fully half of these are “bad” bots.
To serve the needs of its clients and the Mexican market, Aivo has opened a new office in Mexico City.
Aivo specializes in developing customer service solutions powered by Artificial Intelligence. Since 2011, the company has led Latin America in creating virtual assistants. Today Aivo offers scalable solutions for many types of business models.
Today the world is truly globalized. Technological advances have brought about a previously unimaginable level of interconnectedness. Our decisions are affected by this new reality. These advances have also increasingly led us to demand immediate solutions to everything.
The Customer Service industry has been forced to reinvent itself, as processes based on steps and data are now obsolete. Today the focus is on understanding what customers want and giving them what they need.
When your customers have an inquiry, question, or need, the first place they seek out answers is the internet: your website and other communication channels. The internet has brought about freedom of expression and omnicanality, two factors that have made people less inhibited than ever before. No one beats around the bush for answers—they ask directly. The challenge is to understand your users’ needs and provide solutions.
New generations of customers, mainly the Millennials (born between 1981 and 1995) and the new wave, Generation Z (born between 1995 and 2010) are changing customer serivce dramatically. To start with, they live and breathe technology—this affects their behavior and consumption habits. These generations demand and become early adopters of a growing number of technological solutions based on Artificial Intelligence, Machine Learning, Natural Language Processing and Neural Networks. These new technologies are transforming the way that companies are interact with customers and, indeed, are the only way to satisfy these digital natives.