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Humanizing interactions with bots: key to success in the digital age

In an increasingly digitized world, the humanization of customer service channels becomes a powerful tool to provide more meaningful and effective interactions. 

A report by Accenture reveals that 75% of consumers are more willing to buy on a website if they receive support through chatbots. It is therefore important to make this contact tool with your customers as user-friendly as possible. 

But how can companies achieve this?

There are many technical ways such as the application of natural language, use of Dialog Flow or Artificial Intelligence; but there are also simpler and equally important solutions to consider in the design of the content: texts, symbols or elements that reflect empathy, clarity or reinforce concepts. It is under this last consideration that we can implement the use of emojis, stickers, images, GIF’s and even videos or audios that, under a playful context, make the interaction a fluid space that connects with users. 

Yes, these multimedia elements are visual representations of emotions and expressions, and adding them to bot responses can help convey feelings in a tone more similar to human communication. It also eases the transition from agent interaction to automation tools in an omnichannel context.

Here are some of its multiple benefits:

🫶 Generate engagement

By connecting affectively with your customers, multimedia resources will facilitate the reception of the message while creating a connection with users making the message warmer and better received.

🎨 Personality and style

These elements can also contribute to the personality and style of the bot. By selecting emojis that are consistent with the voice and brand image, you can reinforce the bot’s identity and create a more cohesive and memorable experience for users.

🎭 Tone

They can also help clarify the intent behind a response and avoid misunderstandings. For example, a smile emoji can indicate that a response is friendly or positive, while a thoughtful smiley face emoji can indicate that a question or request is being seriously considered.

Knowing this and anticipating our customers’ needs, our Bot Manager or Reach & Engage solutions allow you to add multimedia elements to your messages, which will give a more playful and explanatory character to your interactions.  

If you want to know more about our solutions, please contact us at and we will be happy to help you.



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