THE USE OF CHATBOT FOR EXCELLENCE IN SERVICE

Abstract

Service excellence is a differential for companies that need a call center so that their customers can contact whenever necessary. In this way, the implantation of a chatbot allows to obtain better results and with agile services. In this study are presented some theoretical references that allow the understanding of chatbots, with also relevant aspects for the evolution and humanization of chatbots, bringing the reasoning capacity and the current human language. This article shows that the use of chatbots is advantageous for companies seeking excellence in service to its customers. The chatbot possible to reduce the overhead of problems treated by operators, allows many doubts and setbacks can be solved by itself chatbot, without the need for human interaction. To demonstrate the inherent efficiency of this innovation, a case study of Grupo Oportunidade with its results is presented. The company is using the chatbot technology in its call center, the focus of the paradigm shift was to reduce the waiting time for service of its members, and then present solutions to problems in a more agile way. The conclusions of this study indicate that the chatbot was advantageous for the company, but to achieve all the new objectives or goals proposed, there is a need for a continuous process of new improvements.