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Cinepolis launched a chatbot, robot or virtual agent that simulates human conversations and has natural language processing in Spanish, to serve the clients of the film channel.
"The robot responds 24/7 automatically, and what a community manager was doing now is an algorithm, serving consumers," said Jaime Navarro, founder of Gus Chat, a company that develops chatbots and technology partner of the film firm. 19659003] This chatbot, which is used via Facebook Messenger, started working in April 2017 in its first version and this year the company is increasing the offer.
"Currently, (the chatbot) assists with billboard recommendation, ticket sales, assistance as a customer service and social plans, that is, help the consumer to agree with his friends movies or schedules, "said Alfonso Becerra, deputy director of Cinepolis' customer experience and innovation.
With this technology, the film company has reduced by 60 % traffic requests to operators.The chatbot can attend 91% of the tickets, of which 55% for questions about the first, the billboard, the schedules, the presale, the movies, the films, the places and prices.
However, if a customer needs help a person, this will be transferred to a human agent.
"Yes, there is an audience with a greater welcome, whether young people or Generation Z, who are more familiar and part of what we are looking for. There will be groups who like the application or go directly to the cinema, "said Becerra
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