Evaluación del impacto del cambio tecnológico en la implementación de un Chatbot

Abstract

In the beauty products sector companies prioritize operational efficiency and customer satisfaction (Salesforce, 2022). In this context, the implementation of bots in customer service emerges as an innovative and effective solution. This monograph analyzes the impact of chatbots on the transformation of B2B customer service for beauty product companies, measuring their effect on indicators of operational efficiency and customer satisfaction. These virtual assistants not only enable faster and more personalized service. The development of an effective bot requires a deep understanding of customer behaviors and needs. Analyzing these aspects helps identify the areas where automation can have the greatest impact, ensuring that the bot not only answers the most common questions but also anticipates customer needs and offers proactive solutions. This customer-centric approach is essential for the success of any automation initiative. Once designed, the bot enters a testing phase through a pilot plan. This stage allows for the collection of key metrics such as average response time, first contact resolution rate, and customer satisfaction level (CSAT). By analyzing this data, the company can identify improvement opportunities and optimize the bot’s performance before full-scale deployment, minimizing risks and ensuring an efficient and positive customer experience. The analysis of metrics revealed: • 40% reduction in failed deliveries (from 15% to 9% post-implementation, Graph 5). • Increase in CSAT from 3.8 to 4.5/5 (Post-pilot surveys, Table 8). These results validate the positive impact of chatbots on operational efficiency and customer experience. Finally based on the pilot results, recommendations can be developed for the large-scale implementation of the bot in the organization’s commercial area. These recommendations should focus not only on the continuous improvement of the bot but also on how to better integrate the technology into existing processes to maximize its positive impact.