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For years, the promise of automating customer service translated into impersonal and frustrating experiences. Today, Artificial Intelligence is changing that paradigm and has become an essential tool to create human, efficient, and scalable interactions.
Lucas Zardo, VP of Conversational Payments at Bemobi, addressed a common issue in customer service: frustration with traditional automated systems. Many users feel trapped in numeric option labyrinths without achieving effective solutions, resulting in impersonal and inefficient experiences.
This dissatisfaction stems from first-generation bots, which operated with rigid flows and limited understanding, often failing to resolve customer issues.
Users don’t like bots because, in the end, it’s not a real conversation. That whole ‘press one for sales, two for billing’ thing is just talking to a machine.
Lucas Zardo, VP of Conversational Payments at Bemobi
Such robotic interactions, common in earlier bot generations, not only failed to solve problems but also eroded customer trust and satisfaction. ISPs still relying on these models risk falling behind in digital engagement and loyalty.
Modern AI tools, powered by Natural Language Processing (NLP) and machine learning, no longer just execute commands—they understand intent, learn from context, and personalize service.
As ISPs grow and become more professional, the human touch becomes harder to scale. AI fulfills that need and can provide, at minimum, service that matches what a human would offer.
Lucas Zardo, VP of Conversational Payments at Bemobi
Thus, AI does not replace human agents: it complements them and enables companies to maintain empathy without sacrificing efficiency.
Successfully implementing AI requires continuous training, integration with internal processes, and resolution-focused metrics. A solution that just “sounds nice” but doesn’t solve is merely a disguised bot.
It’s not enough to seem good—it has to solve the customer’s problem.
Lucas Zardo, VP of Conversational Payments at Bemobi
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Even the best AI models have limitations. What’s important is ensuring the transition to a human agent happens smoothly, without the customer needing to repeat their story.
If the bot can’t solve it, there should be a structured channel to transfer to a human.
Lucas Zardo, VP of Conversational Payments at Bemobi
This hybrid model ensures that customers don’t waste time and perceive a seamless, uninterrupted experience.
Adopting AI in customer service is not a trend—it’s a strategy with direct impact:
AI represents an extraordinary opportunity to transform customer service in ISPs and other key sectors such as finance, healthcare, and education. But adopting the technology is not enough—it must be implemented with a people-centered strategy.
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