The tool paved the way for connecting

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The support modality via live chat may be associated with the 2018 launch of WhatsApp Business in the Brazilian market , which brought corporate solutions for digital communication with a focus on different types of companies .  companies and their customers thru the messaging application, reinforcing the presence of live chat software as part of the companies' service system. At the other extreme, only 1% of respondents cited knowledge base/FAQ as their first point of contact. Understand consumer preferences in the chart below: Customer service research points to live chat with an agent as people's first point of contact  platform is gaining relevance among consumers, in a shift to make room for new support channels,in April 2022 the federal government approved Decree No. standards for customer service.

The previous legislation, from 2008, exclusively regulated telephone service as a support to consumers. Now, companies are also allowed to use digital platforms, sucht or as a chatbot with a human agent. See the changes in this comparative Phone Number List info Change in Customer The new rules will only come into effect in October 2022 . It is worth remembering that the SAC Law is valid only for companies in the segments regulated by the Public Power (ie, activities regulated by federal agencies, such as Anatel or ANTT ). of the services that must comply with the rules of the SAC Law are banks, telephone and cable TV companies, insurance companies and transport companies. Other areas of activity, such as retail, may base their services on the Consumer Defense Code.



Consumers are not yet ready for synthetic voices on calls As mentioned, recently, new customer service models have emerged –many of them focused on automation by artificial intelligence (AI)–, but they still haven 't been able to break certain paradigms. In addition to chatbots, in which artificial intelligence is capable of enabling automated responses to consumers, AI can also be used in telephone calls, in call centers . You know that voice service that offers a menu of options, being able to understand what the customer says? This usually happens thanks to AI. Many of these AI services are performed through a recording, using synthetic voices. Capterra wanted to know consumers' preference in this type of voice interaction,and the result shows that only 3% prefer to speak with a synthetic voice on a customer service call – the data adds up to all synthetic voice options: female, male or without gender preference.

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