Warning Deco for the Risks of Digitisation of Customer Care

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Digitalization of customer support is making "the system increasingly difficult to use", says Deco, defending that "human interlocutor" should be "the base" and "not a residual possibility".

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DECO issued a serious warning this Friday regarding the dangers associated with the increasing digitalization of customer support services, after assigning mostly negative ratings to the digital systems implemented by 24 companies belonging to key sectors of the economy. According to information released by the Lusa news agency, the consumer protection association analyzed […]

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The association assessed the digital support systems for the client of 24 companies in eight sectors, from electronic communications to energy, through the bank, mobility, health, electronic commerce, digital services and tourism, and concluded that, on a scale between the High Mau and the Very Good, most companies are located between Mau and Razoável, as indicated, in communication. In this case they are mechanisms such as chatbots, computer pr…

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The Deco warned this Saturday about the risks of digitisation of customer care, which had negatively assessed most of the digital support systems of 24 key business companies.

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The consumer defence association assessed digital support systems for 24 companies and the majority remained only between “bad and reasonable”.