Por Sergio Vargas | Director comercial para Online Travel Agencies en Latinoamérica.
Los usuarios de telefonía móvil están superando los 5 mil millones en el 2017 y se espera que para el 2020 al menos casi tres cuartas partes de la población mundial cuenten con servicios móviles. Esto según un estudio de la GSMA, quienes atribuyen el crecimiento a los mercados emergentes y la contribución de la industria móvil a la economía global, el empleo y el desarrollo social.
Es por este motivo que nuevas aplicaciones y plataformas online han ganado fuerza convirtiéndose en las respuestas para un sector que cada día busca más la automatización, personalización y digitalización. Los Chatbots son un ejemplo claro, este programa que está basado en la inteligencia artificial (IA) conduce una conversación mediante texto o audio y simula como una persona se comportaría para crear una interacción humana.
Estos programas funcionan principalmente en sistemas de mensajería por lo que los chatbots tienen un alto potencial de revolucionar la forma en la que se hace e-commerce y servicio al cliente. Según el Sample-Global Chatbot Market, se espera que a finales de 2024 el mercado global de Chatbots alcance 994.5 millones de dólares y que generen un ingreso de 626.3 millones de dólares.
Aplicaciones como Whatsapp, que cuenta con 1 billón de usuarios en el mundo y es el medio más utilizado en la región, principalmente en Argentina y Colombia, con 90% de usuarios, y Brasil y México con 85 y 84% respectivamente, se ha convertido en uno de los canales directos para la aplicación de estos programas de IA, especialmente para la búsqueda de tiquetes y planes turísticos.
Además, en el 2016, Mark Zuckerberg, fundador de Facebook, anunció que la prioridad de la red social –que ya cuenta 2 mil millones de usuarios mensuales activos– estaba en apoyar los chatbots e inteligencia artificial mediante Facebook Messenger.
Como es el caso de Aeromexico quienes dan la oportunidad a los viajeros de buscar boletos mediante su Aerobot en el Chat de Facebook, disponible en inglés y español, también proporciona actualizaciones del estado del vuelo y responde a las preguntas más frecuentes, como consultas sobre la asignación de equipaje. Según el presidente de la aerolínea 73% de los mexicanos se contactan con sus compañías mediante Facebook. Pero también quieren prestar sus servicios a clientes que utilizan asistentes de inteligencia artificial como Google Home y Amazon Echo.
Aunque la inteligencia artificial aún necesita mayor desarrollo para llegar a un punto en el que el servicio al cliente sea en su totalidad desarrollado por bots, empresas como iAdvize, una plataforma de marketing conversacional, están utilizando la IA para responder preguntas básicas o repetitivas, calificar al usuario y trasmitirlo a un operador de ser necesario. Así, los operadores humanos podrán concentrarse en las preguntas de alto valor añadido y compartir sus conocimientos especializados.
La tecnología de búsqueda de Amadeus utiliza IA y aprendizaje automático para continuamente mejorar los algoritmos de búsqueda y dar resultados más precisos y relevantes a las agencias de viaje.
Claramente estamos en un momento en que la IA está siendo aprovechada por la industria de viaje como una oportunidad para atender a sus clientes de una forma más personalizada y más económica.
Logiety construyó su plataforma en IBM Cloud con la ayuda del Global Entrepreneur Program, que provee a las startups acceso a distintos recursos como créditos para la nube de IBM, soporte técnico y mentoría de negocios.
Los minoristas deben conocer la composición demográfica de sus clientes para tomar mejores decisiones sobre publicidad, colocación de productos y diversificación de mercancías.
El crowdsourcing está redefiniendo la forma en que las empresas manejan las devoluciones, ofreciendo una solución que no solo facilita el proceso para los clientes, sino que también mejora la eficiencia y reduce costos. Al adoptar estas innovaciones, su empresa puede transformar las devoluciones en una ventaja competitiva, incrementando la satisfacción del cliente y fortaleciendo la lealtad a la marca.
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He came to the palace and was explaining the situation to a deacon.This time they could only hope to survive the twenty Thunder Cloud Techniques.
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