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INFOBIP SURVEY PRESENTS A GROWTH SCENARIO IN THE USE OF CHATBOTS
The Panorama Mobile Time / Opinion Box Survey on Mobile Messaging shows that at least 89 % of users of WhatsApp and other apps used virtual assistants in the last year .
Messaging apps have been gaining more and more prominence among Brazilian consumers . According to the Panorama Mobile Time / Opinion Box Survey on Mobile Messaging , developed in partnership with Infobip , a global omnichannel communication platform , the adoption of messaging apps has grown exponentially between 2018 and 2022 .
This phenomenon is related to the improvement of the use of chatbots and virtual assistants among companies from different segments .
The survey shows that messaging apps are effective communication channels between consumers and brands . Of the total , 81 % of participants said they communicate with companies and brands via WhatsApp , 66 % via Instagram Direct , 54 % via Telegram and 52 % via Facebook Messenger .
Yuri Fiaschi , Global VP of Strategic Projects and Business Development , Infobip , said : “ This phenomenon is related to the improvement of the use of chatbots and virtual assistants among companies from different segments . With the technological evolution we have witnessed in recent years , it has become possible for entrepreneurs to easily create their chatbots , using tools such as Answers , for example .”
The study also highlighted the popularization of chatbots in the consumption journey of Brazilians .
In this regard , WhatsApp stands out since it inaugurated its API for companies and has established itself as the main channel for automated service among
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