TECNOLOGIAS CONVERSACIONAIS E SEUS BENEFÍCIOS: Como as tecnologias conversacionais podem auxiliar no processo entre empresa e cliente

Abstract

This work analyzes how conversational technologies as well as chatbots can help in the daily life of small, medium and large companies. These technologies help the performance of a company that cares about who views its website or browses its social networks. Such an approach is necessary when the company decides to implement technological and current means to assist in the communication process between its customers. The purpose of this work is to present effective conversational technology to solve the recurring problem that occurs mainly in large companies in the delay of customer service, aiming to ease the queue to resolve doubts and requests that could be resolved more quickly without the need for a collaborator and thus reducing business costs. This purpose will be built from the research to describe the benefits of using chatbots; facilitate usability with the user; official API connection solutions for small, medium and large companies; identify alternative connection solutions with CRM (Customer Relationship Management); after evaluating the results obtained with the use of technology, concluding that chatbots are one of the most suitable solutions to obtain agility in service at a lower cost for the organization.