EDITOR ’ S QUESTION
The implementation of the technology must answer a single question : what are the user requirements that I must solve ?
The chatbot market , which was worth $ 4.7 billion in 2022 and with a compound annual growth of 23 %, is expected to reach $ 15.5 billion in 2028 , according to market intelligence platform Markets and Marketers . up , that it will be increasingly uncomfortable to buy a pizza through the delivery app or request a medical appointment through a phone call , for example . Today there are companies that offer these services in a much more simplified and agile way with chatbots .
This means that 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 . In this current context , it is common not to identify profound changes that are happening in the world , however , the need to incorporate new technologies will be what will define between a company that achieves sustainable growth and another that does not .
The use of chatbots for customer service is no longer an innovation , but it is becoming a necessity . We are so used to using them from the moment we wake
And for this progress to materialize , there is no need for overly complex developments , since the implementation of the technology must answer a
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