The five sectors chatbots will transform in Latin America in 2019

This article was written and published in Spanish and has been translated into English via Google Translate. Click here to read the original article.

Banking, tourism, ecommerce, health and human resources are areas that will bet on the introduction of chatbots, according to an agency specializing in the development of chatbots.

The chatbots have come in strongly to Latin America. Their characteristics make them one of the most attractive tools for companies and, together with Artificial Intelligence (AI), they promise to be the meeting point between companies and users in the coming years.

In fact, according to figures, the world GDP will be 14% higher than 2030 thanks to the effects of the IA on productivity and consumption, according to a report prepared by PwC. In a regional context, studies have already been carried out in countries such as Chile or Argentina. These works conclude that the adoption of IA technologies could accelerate growth by one percentage point and reach 6% of GDP.

Bearing this in mind, Chatbot Chocolate, an agency specializing in the development of chatbots, has analyzed which are the five sectors in which this technology will break through with greater force throughout 2019 in Latin America:

Banking

The world banking sector will be the main contributor to artificial intelligence spending, representing 20% ​​of the nearly US $50 million that will be invested in cognitive systems and IA globally in 2020, according to estimates of the global firm IDC and the technology company Kasisto. The digital transformation that banks are facing goes directly through chatbots and Artificial Intelligence. Banco Galicia Argentina, BBVA or Banco de Credito del Peru have already opted for the introduction of chatbots in different channels such as Facebook Messenger or WhatsApp, as well as working with voice environments such as Alexa or Google Assistant to include their services on these platforms.

Human Resources

One of the sectors that most bets for its introduction, either internally to streamline procedures with employees or to attract new talent. According to IBM, 2 out of 3 CEOs think that cognitive computing is transforming the HR function. In this sense, "There are cases like Bat Bot, the chatbot for the management of hospital guards of the University Hospital of A. Coruña (Galicia), which show how chatbots can also help in the automation of internal processes related to the departments of Human Resources of the companies," highlights Ángel Hernández, managing partner of Chatbot Chocolate and project leader.

Tourism

The chatbots have already declared themselves the perfect companions of the tourist: they help us to find and book the flight or the hotel, to solve the doubts that arise during our stay interacting conversationally with the hotel or with the destination and, of course, to value the experience. According to Global Distribution Systems (GDS) 65% of travelers will use a chat platform to search for information or make a reservation to travel in the future. For the moment, Copa Airlines, Avianca or tourist cities such as Málaga (Spain) already offer their services through messaging environments demonstrating that chatbots go beyond the mere resolution of frequently asked questions.

E-commerce

According to Business Insider, more than 200 million users in China have added payment information to WeChat, the leading messaging application in that country, whose parent company now has a 37% share of the Chinese market in mobile payments.

"WhatsApp is the WeChat of the Spanish-speaking market and shows the potential of the introduction of conversational technology in product purchasing processes. As experts in the development of chatbots in WhatsApp we see that many companies are already preparing for when this context is real and can interact with their customers through our favorite messaging app," says Luis Flores, Managing Partner of Chatbot Chocolate in Chile and Peru.

Health

Processing of clinical data, management of revisions, appointments, are some of the jobs that chatbots would perform. Artificial Intelligence and bots are completely transforming this sector. So much so that according to the study of Markets and Markets, the market for chatbots in the health sector will reach a value of US $ 314.3 million for 2023.

"The growth of conversational technology in Latin America has been increasing during the last four months of 2018. Looking ahead to 2019, this boom will not only continue, but accelerate, driven among other factors, by the interest of companies to connect with your clients through WhatsApp," comments Flores.

This article was written and published in Spanish and has been translated into English via Google Translate. Click here to read the original article.

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