Los bots revolucionarán la atención al cliente y el eCommerce con el comercio conversacional

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CLAVES:

  • Los bots han pasado de ser una especie de elemento futurista a estar a la orden del día en el campo de la atención al cliente.
  • Las grandes firmas de internet y especialmente las grandes apps de mensajería han empezado a incluirlas en sus APIs.
  • La realidad de estos bots tendrá poco que ver con lo que hasta ahora se ha visto automatizado, ya que en el futuro se usará la inteligencia artificial.
  • Los bots serán claves para la aparición del conversational commerce, una nueva manera de comprar en la que se harán transacciones a través de conversaciones.
  • Además, se modificará la publicidad, haciendo que aparezca elconversational advertisingy que los anuncios formen parte de algo mucho más complejo.
  • El bot va a conocer al consumidor, gracias a la inteligencia artificial y al uso de los datos, lo que hará que los mensajes estén personalizados.

En los últimos meses, los bots han pasado de ser una especie de elemento futurista a estar a la orden del día y el dejar la conversación en manos de robots automatizados ha mudado desde el ser un pecado capital en la estrategia de comunicación y marketing a convertirse en un elemento clave que todo el mundo aplaude y que todo el mundo considera que tendrá un gran potencial en el futuro inmediato. Este cambio de circunstancias viene muy marcado por un cambio directo en cómo son estas herramientas, dónde están disponibles y el potencial que tienen para las empresas.

Los bots del presente (y los del futuro) son cada vez más mainstream. Han pasado de ser el equivalente a ese grupo indie que solo unos pocos conocen y aprecian a estar camino de convertirse en la canción del verano, esa que todo el mundo ha escuchado y que todo el mundo acaba amando. Las grandes firmas de internet y especialmente las grandes apps de mensajería han empezado a incluirlas en sus APIs y han empezado a hacer posible el jugar con ellas para hacer nuevas cosas. Facebook ha dado entrada a los bots, por ejemplo, y las marcas han empezado a ver ya las posibilidades que estos tendrán a la hora de crear una atención al cliente más eficiente. A esto hay que sumar que Facebook y las otras pioneras estarán cada vez menos solas: no son pocas las compañías del sector de las que se espera que también estén trabajando o permitiendo hacerlo con bots en el futuro.

¿Y qué impacto tendrá todo esto?

La cuestión no es que todo vaya a estar automatizado y que los consumidores tengan que enfrentarse en el futuro una y otra vez a asistentes virtuales tan frustrantes como los que sirven para gestionar las llamadas en los servicios de atención al cliente de las operadoras de telecomunicaciones, esos que obligan a escoger una y otra vez entre opción 1 y opción 2 y que se pasan el tiempo diciendo ‘no le entiendo’ mientras el consumidor desesperado repite operadora, operadora esperando que le pasen con un ser humano.

La realidad de estos bots tendrá poco que ver con lo que hasta ahora se ha visto automatizado, ya que en el futuro se usará la inteligencia artificial (ya se está haciendo ahora de forma pionera) para gestionar todas estas conversaciones y todos estos movimientos de las marcas. Los bots no serán inútiles y frustrantes, sino que serán capaces de comprender mejor a los consumidores y sobre todo de ajustar lo que hacen a ellos. Y esto tendrá un impacto directo sobre lo que ofrecen y sobre el modo en el que funcionarán las cosas.

Por un lado, cambiará el cómo se compra. Los bots serán claves para la aparición del conversational commerce, una nueva manera de comprar en la que se harán transacciones a través de conversaciones. Los consumidores solo tendrán que hablar con el bot de turno y darán órdenes de compra a través de esas charlas. Será el resérvame unos billetes o haz esta transacción bancaria. Y esto, que podría parecer una curiosidad sin más, será, en realidad, un cambio bastante importante en la dinámica de consumo, haciendo que aparezca un nuevo intermediario en los procesos de compra. Las marcas tendrán, además, que trabajar mucho más para hacer que los consumidores confíen en ellas y para que queden en sus manos esos directos procesos de compra.

Por otro lado, se modificará la publicidad, haciendo que aparezca el conversational advertising y que los anuncios formen parte de algo mucho más complejo que el simplemente servir banners.

El bot-influencer

Las marcas no lanzarán anuncios al uso, sino que harán una aproximación mucho más cercana al consumidor y a sus necesidades. El bot va a conocer al consumidor, gracias a la inteligencia artificial y al uso de los datos, lo que hará que los mensajes estén personalizados y que sean muy específicos para ellos. Y, además, la relación no estará limitada al momento concreto en el que se produce esa interacción concreta. El bot no es un trabajador de atención al cliente, que no puede continuar hablando e interactuando con el consumidor una vez que este cierra el chat o cuelga el teléfono. El bot puede modificar todo lo que ocurre en relación al consumidor y la marca en internet a posteriori.

Por ello, lo que se hará no serán anuncios al uso, sino más bien lo que en el análisis bautizan como el influencer bot, un bot-influencer que tendrá un papel muy importante en la relación entre marca y consumidor y que será muy capaz de empujar al consumidor a tomar ciertas decisiones de consumo porque lo conocerá muy bien y sabrá realmente lo que quiere.

No serán además elementos pasivos o planos, sino personajes con sus propias personalidades y sus propias posiciones (no es lo mismo el bot que habla con un estudiante que el que lo hace con un jubilado) capaces de tener sentido del humor o de usar emoticonos para conectar con sus receptores. Serán como un amigo, aunque detrás de todo ello solo haya una suerte de humo tecnológico.

TECH CRUNCH. Bot influencers are the programmatic future of conversational advertising. 21 de julio de 2016 [Consultado 29-07-2016]. Disponible en: https://techcrunch.com/2016/07/21/bot-influencers-the-programmatic-future-of-conversational-advertising/

PUROMARKETING. Cómo los bots modificarán la publicidad y el ecommerce en el futuro inmediato. 25 de julio de 2016 [Consultado 29-07-2016]. Disponible en: http://www.puromarketing.com/12/27494/como-bots-modificaran-publicidad-ecommerce-futuro-inmediato.html

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