How to consolidate the relationship with the client in the metaverse – Contact Center

The metaverse is presented as the possible dominant space in the Internet of the future due to its experiential and immersive nature in which our digital avatars will be able to carry out a series of tasks such as working, learning, buying… Although its consolidation is uncertain and there are many doubts about if it can really be established as it has been proposed by large companies like Meta, it is true that companies are investing a lot of money and resources to secure their place in this new digital world, with the aim that the metaverse opens up new opportunities with each client. The metaverse is conceived as a new way of connecting and interacting with customers, so knowing how to consolidate relationships in this space will be vital in the coming years. As the metaverse has been proposed, its environments will allow us to talk and interact with brands and with each other, either through our avatars or by connecting directly to video chat and voice chat portals. No one knows exactly how we will ultimately use the metaverse, but technologies like virtual reality are making a big comeback. However, emerging metaverse platforms like Sandbox claim that the core of the experience will be the decentralized and user-owned aspect, which will affect the relationship between companies and customers. The growth of digital channels that has occurred in recent times with the aim of adapting to the new needs of customers, has caused chatbots with AI, video chat, customer experience and other emerging technologies to flourish. An example of this is that CaixaBank and Microsoft have created an innovation laboratory in AI and metaverse. As Forbes explains, companies entering the metaverse, from entertainment brands like Disney to financial services giants like JP Morgan Chase, are counting on customers to be increasingly satisfied with the service they can provide through new technologies. digital channels. As investment grows, we can expect these offerings to evolve to take full advantage of the convenience and immediacy that digital interaction offers. The importance of customer experience in the metaverse The fact that we now value positive and efficient customer experiences more than traditional factors for judging companies, such as price or product quality, is key to understanding the value of the metaverse for customer experience. The idea of ​​the metaverse is that the interactions between users (customers) and the brands with which we want to spend money will be more attractive, the so-called immersive loyalty. Forbes explains that when avatars connect with each other, as in Meta’s Horizon virtual worlds, there will be an opportunity to observe and measure body language in new ways. This may include hand gestures, facial expressions, and an entirely new visual language that will emerge to deal with metaverse social interaction, just as emojis have become a big part of text-based conversations. Also keep in mind that companies and brands will learn to observe, measure, capture and analyze these details in order to know how they can interact with us more effectively. Communication in the metaverse could take any form, from text to speech, video, and synthetic content. Companies and organizations that take full advantage of the opportunity the metaverse is said to offer will develop omnichannel approaches to extract insights from all this information and use it to make customer experience-driven decisions. Automated customer interactions As artificial intelligence improves, self-service channels are an increasingly efficient option. As companies improve their service to customers in this way, they collect more and more data on how to do it effectively, leading to more and more accurate automated customer service. For example, chatbots will evolve from the text boxes we are used to now, with their somewhat unpredictable level of success when it comes to understanding our questions and finding the most appropriate answers. As deep learning algorithms improve, the number of times they have to call a human agent to take over the conversation should decrease. One study found that between 2017 and 2019, the percentage of chats that were able to handle end-to-end customer inquiries increased from 20% to nearly 70%. This technology will no doubt be embraced by brands as they enter the metaverse space and offer customers faster and more convenient paths through which to resolve their issues. In the metaverse, brands are envisioned deploying 3D digital assistants to act as virtual tour guides, personal shoppers, problem solvers, consultants, or any of the other roles their human agents can provide in the real world. Article Images: GuerrillaBuzz Blockchain PR Agency, Unsplash