COUNTRY FOCUS : COLUMBIA
The sixth edition of Salesforce ’ s State of Service shows more and more companies are using AI to improve their customer service and reduce operational costs .
Salesforce reveals that 78 service areas in Colombi more in AI to improve us
Bogota , Colombia
The sixth State of Service report from Salesforce says at least 78 % of customer service areas in Colombia expect to increase their investment in data integration and AI next year .
The study , which was born as a result of a survey of more than 5,500 customer service professionals from around the world , including Colombia , aimed to understand how service organizations are adapting to growing customer expectations , what metrics and channels are most important to high-performing service leaders and how AI is reshaping functions and operations .
One of the priorities of decision makers is to improve the customer experience and their number one challenge is to keep pace with their expectations .
The study indicates that the adoption of messaging applications is increasing worldwide – with LATAM organizations taking a lead .
Among the communication channels most used in Colombia are :
• In-person complaint handling
• Phone
• Mail
• Messaging apps
The growing demand from users is an issue that does not go unnoticed by customer service professionals in Colombia – 74 % of them recognize that customers are becoming increasingly demanding .
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