Digital assistance through AI has become increasingly common in the industry. Discover these recommendations for implementing it effectively.

In recent years, the development of fintech has undergone significant evolution due to the ease of acquiring products and services with just a click. For example, Mexico reports an annual growth of 18% in this industry, according to Finnovista. This rapid development presents various challenges, with providing fast and efficient customer service that does not impact operational costs being among the most important.

In this regard, chatbots offer an effective solution as they understand questions and provide useful answers thanks to their artificial intelligence programming. They also offer automated assistance, generate leads and sales, and provide personalized recommendations.

When it comes to seeking solutions to financial problems, customers look for a more human response that understands their needs; therefore, it is important to have a proper analysis in the programming of responses. Some key considerations when implementing this strategy are:

Identify the Main Issues: Analyze user behavior by understanding their common doubts and questions, or by detecting points where they frequently pause during navigation, creating a more focused Q&A.

Create Test Scenarios: It’s important to simulate hypothetical cases where potential customer questions are applied, including both common and specialized queries.

Monitor Chatbot Conversations: Having an analysis team is crucial to review conversations where the chatbot has been used, identifying if customer requests have been answered correctly. If not, determine the issue and find solutions.

Remember that improper use of chatbots can lead to crisis scenarios or negatively impact brand perception in customer service. At Bindiva, we help you strengthen communication in the digital age in a more human way. Contact us.