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The role of chatbots and voicebots in meeting the needs of customers from different generations

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In the era of digitalization, chatbots and voicebots play a crucial role in adapting to the needs of consumers from different generations. They enable enterprises not only to increase the efficiency of their operations but also to build lasting relationships with customers, regardless of their age or technological experience. This is confirmed by specific data and analyses, covering Generation X, Millennials, and the youngest, Generation Z.

Generation X – a brief overview

Generation X refers to people born roughly from the early 1960s to the early 1980s. Often described as a “transitional generation,” they grew up often playing without direct adult supervision, leading to strong independence and self-reliance. Therefore, this consumer segment rarely reaches out for customer support, strongly favoring self-service. Equally important is that despite being born in a digital world, Generation X does not have extensive experience with new technology. For many years, they observed its evolution as if through a glass showcase. Owning a computer or mobile phone was a symbol of prestige and luxury, not affordable for everyone.

Millennials – a brief overview

Millennials, also known as Generation Y, are people born in the early 1980s to the late 1990s. Their fundamental difference is that they grew up in a more computerized world, utilizing the internet and digitalization. Therefore, as adults, they are proficient in using technology and easily adapt to new forms of communication, such as social media. This means they are open to new technologies but also value human contact and a balance between AI solutions and the human factor. Millennials are known for valuing individualism, self-expression, and authenticity. They pay attention to equality and justice, often engaging in social and political issues.

Generation Z – a brief overview

Generation Z is the generation born from the late 1990s to the early 2010s. These young people are just entering the workforce, becoming a fundamental consumer group. This generation grew up in a completely new digital reality, significantly influencing their experiences and perspectives. This means they are very proficient in using technology, and for many, the boundaries between the online and offline worlds are fluid. They are not afraid to test new solutions and remain open to automation. They value authenticity, diversity, and acceptance. Many in Generation Z are engaged in social, environmental, and political issues, focusing on social justice, gender equality, and human rights. Importantly, “Zoomers” are accustomed to processing a large amount of information at once, often using multiple devices simultaneously.

Chatbots and Voicebots vs. the above needs

For Generation X, which grew up during a period of dynamic technological changes, chatbots and voicebots can serve as a complement to traditional customer service channels. Members of this generation value efficiency and speed, and 24/7 chatbots can provide immediate responses to their inquiries. However, it’s important to remember that the implemented mechanisms must be intuitive and simple – overly complex options can pose a huge challenge for them. Surveys (Prnewswire) confirm this – 71% of Generation X representatives prefer to start with a phone conversation with an agent (compared to 41% of Generation Z consumers). Interestingly, the same sources indicate that 53% of Generation X respondents find chatbots “annoying,” compared to just 28% of Millennials and 24% of Generation Z consumers.

The situation looks somewhat different for Millennials, who are accustomed to a fast-paced life and instant communication. Chatbots enable them to conduct multiple conversations simultaneously and provide personalized responses based on data analysis. Moreover, due to their widespread use of social media, chatbots integrated with platforms (such as Facebook or Instagram) can be key to increasing their engagement. Statistics show that 60% of Millennials have already used chatbots. Moreover, 70% of them claim to have gained positive experiences from it (Forbes).

However, it is clear that the described solutions will be most appreciated by Generation Z – a group that virtually grew up with a smartphone in hand. For them, voicebots, especially those integrating with voice assistants like Alexa or Google Assistant, are a natural extension of their daily experiences. They expect innovative solutions and personalization at the highest level, and advanced algorithms and artificial intelligence can provide exactly what they are looking for. Data from Hubspot confirms this, with 31% of Generation Z respondents preferring to contact customer service via a chatbot. This is due to the fact that this generation not only appreciates personalized messages (71%) but also an immediate response (51%).

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