A KPMG study reveals that, for the past few years, Mexican companies have been allocating at least 10% of their income to innovation and digital transformation. This investment aims to help them stay competitive and improve the efficiency of their product and service offerings.
These investments support strategies to enhance digital presence. With the rise of modern artificial intelligence, companies are integrating new technologies to boost operational efficiency, enhance cybersecurity, perform data analysis, and offer highly personalized user experiences.
Banks and financial institutions are now using smart contacts on platforms like WhatsApp to improve customer service. These smart contacts offer a conversational service, responding to the preference of 88% of people who prefer text messages over phone calls.
Smart contacts do more than just send automated responses. They provide a seamless, intuitive, and personalized experience, thanks to the latest AI technologies. Bots powered by conversational intelligence can:
- Increase customer satisfaction
- Automatically resolve queries
- Offer secure, encrypted user experiences
- Reduce Call Center costs
- Provide efficient self-service for certain transactions
- Connect users with human operators when necessary
One significant challenge for banks is ensuring a secure digital experience. Conversational channels like WhatsApp, Messenger, and Instagram offer end-to-end encryption, providing maximum security. Technology partners help verify commercial profiles, ensuring users interact with official bank channels.
Industry experts mention that innovation departments are developing new solutions to address identity authentication, a major concern for financial institutions. These innovations aim to offer faster, more comfortable, and secure services for customers.
Over the years, various companies have successfully implemented digital transformation strategies. For example, in Brazil, a fintech company reduced average customer service time by 30% and increased user satisfaction by 7% using smart contact technology on WhatsApp. Additionally, they improved the efficiency of their human operators by 107%.
As Mexican companies and financial institutions continue to embrace digital transformation, the integration of advanced technologies like AI and smart contact platforms is proving essential. These innovations not only enhance customer satisfaction and operational efficiency but also address critical security concerns.
By staying ahead of technological trends and investing in cutting-edge solutions, these organizations are well-positioned to navigate the evolving digital landscape and maintain a competitive edge in the market.