More and more companies in the most varied segments are investing in artificial intelligence, mainly to improve the relationship with their consumers. Over the past few years, we have seen innovations in how companies communicate with their consumers through different relationship channels. One of the changes was the use of artificial intelligence in a different way: instead of replacing human communication with communication via a machine, artificial intelligence adds and facilitates the work, bringing standardization to the service, but without neglecting customization and personalization. .
Customer service companies around the world, including Portugal, already use people and robots to deal with their customers. The big difference from artificial intelligence is the ability to automate learning when exposed to new information, making it possible for robots to learn how to improve their service at every service. For this, the work process must be developed taking into account the combination of man and machine.:deal::deal: