93% of users who know how to use a technology prefer to solve their doubts by themselves and not go to a customer service person 85% of users who go to a customer service want to talk to a person when they have a serious problem, and 65% also prefer to deal with a person if they are not very clear about the problem. But surprisingly, tech-savvy users prefer to solve the problem themselves in 93% of cases.
These are data provided by Rudy Bianco, Armenia Mobile Database president of Viclone, a pioneering Spanish company in the creation of virtual assistants , who explains that, “after millions of analyzed dialogues, we have come to the conclusion that a user with a question, let’s say, superficial, prefers solve it yourself rather than ask a stranger. And he wants an immediate response ”.
This is the clear reflection that the user is much more an early adopter than the company, and the difference is so abysmal that companies take months or years to understand and apply a new technology, while a user takes minutes.
According to Rudy Bianco, the virtual assistants sector has begun to consolidate in the last year. “It took companies many years to understand how to apply automation effectively to their business. It’s the fear of “what if my client doesn’t want to talk to machines?” This question is the one that immediately appears when automated customer service technologies are first known.
From the analysis that Brother Cell Phone List Viclone has carried out in millions of dialogues of its intelligent chat solutions, such as viCloning, a piece of information is extracted that explains why companies are increasingly adopting this technology in their customer service: if an automatic tool is used to manages to serve at least 20% of customers, the company gains 20% productivity. “The level of acceptance of new technologies by the user has evolved in such a way that, currently, it is almost more natural for us to use these tools to search for something or solve doubts, than to talk to people.”