TRENDING the analyzed apps . Also , 89 % of respondents who are in the habit of using WhatsApp said that they have already been assisted , through the application , by a commercial bot .
Among the purposes of messaging using the virtual assistant are clearing up doubts and requesting information ( 80 %), receiving technical support ( 72 %), receiving promotions ( 52 %), and buying products and services ( 56 %). WhatsApp also appears as the most popular tool among consumers , with 99 % adoption among those surveyed . Next come Instagram Direct ( 86 %), Facebook Messenger ( 70 %), Telegram ( 65 %) and Signal ( 12 %).
Fiaschi added : “ In recent years , we have seen significant advances in the implementation of chatbots , but we have observed with this study that there are challenges to overcome in the search for total satisfaction of endconsumers . A great ally in this work is the humanization of chatbots through Artificial Intelligence ( AI ) and Machine Learning . With this improvement in automated communication platforms , Brazil has the potential to reach an even higher level of satisfaction .”
Telegram on the rise
A great ally in this work is the humanization of chatbots through
Artificial Intelligence ( AI ) and Machine Learning .
Although it is not yet the number one choice among Brazilians , a study shows that Telegram continues to grow in the country but at a slower pace than in previous surveys . In one year ( from August 2021 to August 2022 ), the use of the app increased from 53 % to 65 % among national smartphone users . It represents a 12 % increase in comparison .
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