2024-08-29 15:21:58
The Centers of Shared Services (CSCs) are a global reality. The CSC is a business model that centralizes processes, especially support activities for companies that have a large volume of transactions, such as Accounts Payable, Accounts Receivable, Payroll, among others.
And, just like many business, urban and personal sectors, the market for CSC has also evolved more and more and found great benefits in the use of Artificial Intelligence. Some Shared Service Centers already use AI in process automation and data analysis.
One survey carried out in the Market Intelligence Application (MIA)IEG’s CSC data platform, shows that chatbots still offer a lot of room for expanding the use of AI by CSCs, since 80% of the Centers are already considering using AI in chatbots and only 10% are already using it effectively. Only 10% of CSCs do not use it and are not even thinking about it, for now.
“The adoption of this technology in Brazilian CSCs represents a significant evolution in customer service. With 80% of companies interested in exploring this innovation, there is fertile ground for continuous improvement in customer experience,” highlights Vanessa Saavedra, founding partner of the Institute of Management Engineering (IEG).
“There is great potential for the growth of AI use in CSCs. Realizing this opportunity and prioritizing this technological transformation is crucial for the country’s CSCs, which must take advantage of all possibilities for evolution on the path to becoming more efficient, personalized and responsive to market demands,” reinforces Saavedra.
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