Step-By-Step Implementation Of Robots In Customer Service

Before implementing robots in your company’s service, you need to consider some fundamental factors to know if this is the best decision. 

Understand Your Company 

First, you need to know if robots are a good choice. For that, you need to look at all your processes. Therefore, make a mapping of the entire routine of your service and see the possibility of automating it entirely or partially. 

Consider The Costs 

Research the costs of joining robots and forecast the return on that investment. Then hire someone who specializes in service robots. Thus, in addition to meeting your needs, you can always have an up-to-date system with less margin for error.

Adapt To Technology 

Especially for a chatbot service integrated with humans, it is necessary to make a careful adaptation process. Your employees are used to a system.

Therefore, it is essential to train them to use the necessary tools and understand what chatbots are and how their actions will interfere with your work.

Understand The Reception 

Sudden changes can never be made, as they can generate adverse reactions for customers or employees. Therefore, before implementing chatbots, study the reception they will have with their users.  

If it is a system for internal use, try to involve employees in the novelty and show its advantages and how it works. For external use, you can start by announcing the news through your channels so that people get used to it. 

Implement Gradually

The implementation of robots in customer service is not without flaws. Therefore, it must be done gradually. Thus, employees will get used to it, and it will be possible to monitor the impacts and promote development, in addition to evaluating, at each stage, if everything is working correctly, as planned.

Robots in customer service are increasingly present, regardless of the type of business. Below are some successful examples.

In this sense, in addition to working on character characteristics to generate audience identification, the avatar’s language and positioning must meet the persona. Thus, their interaction on social networks is so natural that it can instigate responses and lead customers to action. That goes well beyond what we think a service robot would do.


Microsoft’s latest patent brings a significant revolution — and controversies — to the world of Artificial Intelligence. This technology refers to turning a specific person into a chatbot.

That is, being able to interact with other people through text, audio, and even being made in a more real 2D or 3D model — all depending on the amount of data available. 

In this case, the chatbot would be created based on the confidential material collected about the person, basically “learning” to be like them. If this is not enough, other data from various sources could be used. 

There is a great controversy because, according to the presentation, the chatbot could be created based on a person from the present or the past, that is, someone who died. This may imply issues such as user privacy, including public people.  

Another point that could be discussed is who would be able to create these chatbots, in addition to the need for permission to do so. Furthermore, the possibility of deleting the chatbot would also be questioned.

Robots in customer service are already a reality. With them, it is possible to take advantage of several advantages, especially cost reduction and agility, when talking to customers. Whether a chatbot or a virtual assistant, many simple requests can be carried out without a natural collaborator. 

So, before implementing this technology, you need to know if your company is ready for change. If you are not, looking for ways to prepare yourself structurally and culturally to be in this trend is essential. We even dare to say that it is a requirement for the medium term (or a little less) for companies to survive so many technological transformations.

Also Read: Robots With Artificial Intelligence: An Ethical Discussion?

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