EDITOR ’ S QUESTION
CAN CHATBOTS BE ALLIES IN THE CONNECTION BETWEEN BRANDS AND CUSTOMERS ?
Juan Jose Lopez Murphy , Head of Artificial Intelligence Data Science , Globant , says chatbots can change the way we connect with brands – but it ’ s a matter of all organizations understanding this purpose to move in the direction of progress .
Since the launch of the first iPhone in mid-2007 , the world has witnessed an extreme change in the relationship between people and smartphones . This is because , by incorporating the virtual assistant Siri , Apple ’ s system popularized the connection with chatbots once and for all .
In 2023 , ChatGPT went a step further through the Artificial Intelligence ( AI ) language model , making it possible to multiply the reach of responses . Now , Whatsapp has also incorporated Meta AI – making the cell phone respond to even more user requests quickly and dynamically .
In this digital context , our routine can count on some of these functions . For example , we can ask a virtual assistant such as Siri , Alexa or Google Assistant for the temperature or our daily tasks , all while having a coffee .
If organizations don ’ t upgrade the customer experience in the coming years , they will remain as if they were paper maps in the age of apps .
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