{"id":28533,"date":"2021-02-08T14:22:51","date_gmt":"2021-02-08T17:22:51","guid":{"rendered":"https:\/\/abes.org.br\/?p=28533"},"modified":"2021-02-08T17:09:12","modified_gmt":"2021-02-08T20:09:12","slug":"estudo-da-ibm-revela-que-94-das-organizacoes-maduras-em-agentes-virtuais-com-inteligencia-artificial-ja-alcancaram-ou-superaram-investimento-na-tecnologia","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/estudo-da-ibm-revela-que-94-das-organizacoes-maduras-em-agentes-virtuais-com-inteligencia-artificial-ja-alcancaram-ou-superaram-investimento-na-tecnologia\/","title":{"rendered":"IBM study points out that 94% of mature organizations in AI virtual agents have already achieved or exceeded investments"},"content":{"rendered":"

Organizations, such as TIM, Banco Original and Magazine Luiza, are getting significant results with AI in their relationship with customers during the pandemic<\/em><\/p>\n

A new study by the IBM Institute for Business Value reveals that 99% of respondents report an increase in customer satisfaction as a result of adopting virtual assistants with AI. The study, entitled\u00a0\u201cThe value of virtual agent technology\u201d<\/a>, surveyed more than 1,000 companies, from 12 sectors and 33 countries, that use virtual assistants between six months and four years.<\/p>\n

The survey also showed that 94% of respondents defined as "leaders" - those who implemented AI-based virtual assistants in advance, integrated into back-end systems and trained with many contacts - have already achieved or exceeded their expected return on investment, in comparison with the other 49%.<\/p>\n

\u201cThe study validates what we are experiencing with clients in Latin America: those who bet on AI to optimize their relationship centers are already reaping significant results, such as reduced costs, better user and human agent experience and increased revenue\u201d, says Egle Menezes, leader of Cognitive Process Transformation for IBM Services in Latin America.<\/p>\n

TIM bet on the artificial intelligence of IBM as a channel of relationship with customers. TIM's cognitive self-service responds, by voice in natural language and in real time, to questions or problems from consumers on issues related to the benefits of each plan, bill payment, in addition to performing services such as data hiring, unblocking lines, contesting information, among others.<\/p>\n

\u201cInnovation and agility are in TIM's DNA. So, our search is for solutions that bring more convenience to customers and accelerate the resolution of demands. The demand for self-service models is growing worldwide and we are using artificial intelligence to improve the consumer experience. The use of this technology allows us to have access to the feedbacks of the users themselves in the entire process of service evolution. Therefore, our goal is that we can be more and more assertive to meet the real needs of users \u201d, says Saverio Demaria, Customer Relations Director at TIM Brasil.<\/p>\n

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Other interesting data from the study:<\/strong><\/p>\n