Millennials and Generation Z prefer to use virtual assistants to talk to people

by Europe Press

Boston Consulting Group came to this conclusion in terms of user experience after conducting a survey of 6,000 consumers.

After this survey, I decided that for the newer generations, independence in their buying process is more important. For this reason, if they need help, they choose the support of the virtual assistant or “chatbot”.

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A chatbot is an assistant that communicates with users through automated text messages and is integrated into websites or apps to provide support and assistance.

For these generations, in which technology is a part of many of their fields (study, work, etc.), it is critical to maintain control while researching a product when purchasing physically or ‘online’, and needing help from other people.

This trend can be seen in supermarkets. Younger generations prefer to use self-checkout and quick scan kiosks rather than standing in line and being served by people,” GUS CEO Jaime Navarro commented in a press release sent to Europa Press.

Specifically, Navarro considers these people “prefer to try to solve their doubts and problems on their own” or through WhatsApp rather than having to consult someone over the phone.

For its part, a report by Mordor Intelligence specifies that due to the increasing use of messaging apps, the integration of “chatbots” into them generates a greater return on investment.

This is because these systems not only improve the user experience but also save chat history, which can be very useful for future purposes.

Because of this need, some companies in Latin America have already integrated these assistants into their marketing and customer service strategies, solutions that can be connected to different data bridges to provide them with information and services.

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Meanwhile, in Europe and the UK, more and more companies are investing in automation technologies. This allows them, on the one hand, to provide a more efficient service to the consumer, and on the other hand, to allocate resources to training their employees in order to enable them to solve more complex problems.

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