{"id":33382,"date":"2019-02-26T08:09:09","date_gmt":"2019-02-26T07:09:09","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-que-lautomatitzacio-es-tan-valuosa-per-a-lexperiencia-de-lusuari\/"},"modified":"2022-06-23T13:51:04","modified_gmt":"2022-06-23T13:51:04","slug":"per-que-lautomatitzacio-es-tan-valuosa-per-a-lexperiencia-de-lusuari","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-que-lautomatitzacio-es-tan-valuosa-per-a-lexperiencia-de-lusuari\/","title":{"rendered":"Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s tan valuosa per a l\u2019experi\u00e8ncia de l\u2019usuari?"},"content":{"rendered":"<p>L\u2019automatitzaci\u00f3 ajuda a augmentar la productivitat i l\u2019efici\u00e8ncia dels agents, no a reempla\u00e7ar-los. La Intel\u00b7lig\u00e8ncia Artificial (IA) gestiona tasques simples, permetent als agents enfocar-se en treballs m\u00e9s complexos. Per tant, la IA ajuda a crear una for\u00e7a laboral m\u00e9s intel\u00b7ligent i les solucions d\u2019automatitzaci\u00f3 enforteixen el comprom\u00eds entre agents \u201chumans\u201d.<\/p>\n<p>Els analistes, l\u00edders d\u2019opini\u00f3 i experts en tecnologia debaten sobre el valor de l\u2019automatitzaci\u00f3 per potenciar la connexi\u00f3 humana, aix\u00ed com per millorar el funcionament i la resolutivitat dels call center. Segons un estudi de CCW Digital, <strong>el 88% dels l\u00edders dels contact center creuen que el major impacte de l\u2019automatitzaci\u00f3 ser\u00e0 millorar el flux de treball de l\u2019agent o elevar el seu rendiment<\/strong>. Nom\u00e9s el 2% creu que les solucions d\u2019automatitzaci\u00f3 reempla\u00e7aran el treball hum\u00e0, mentre que l\u2019altre 8% encara no est\u00e0 segur del seu impacte.<\/p>\n<p>Aquest <a href=\"https:\/\/www.customercontactweekdigital.com\/customer-experience\/whitepapers\/special-report-augmenting-contact-center-automation\">estudi<\/a> explora oportunitats significatives i d\u2019alt impacte per emprar l\u2019automatitzaci\u00f3 amb la finalitat d\u2019augmentar el rendiment dels call center. Es tracta d\u2019una declaraci\u00f3 del que les organitzacions centrades en l\u2019usuari, centrades en l\u2019agent i en els resultats faran amb les solucions d\u2019automatitzaci\u00f3 actuals.<\/p>\n<p>Les <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/recepcio-de-trucades\/\"><strong>solucions d\u2019automatitzaci\u00f3 dels call center<\/strong><\/a> crearan millores de rendiment pels agents que impactaran directament en l\u2019experi\u00e8ncia de l\u2019usuari, donat que permeten als agents ajudar amb m\u00e9s \u00e8xit als usuaris.<\/p>\n<p>Per tant, <strong>per determinar l\u2019\u00fas m\u00e9s significatiu de l\u2019automatitzaci\u00f3 \u00e9s important comprendre qu\u00e8 demanden els usuaris, per qu\u00e8 els agents no poden satisfer aquestes demandes i com la tecnologia d\u2019automatitzaci\u00f3 pot tancar aquests buits<\/strong>.<\/p>\n<p>Els usuaris simplement volen que les organitzacions resolguin els seus problemes de manera r\u00e0pida, f\u00e0cil i precisa. A m\u00e9s, les experi\u00e8ncies r\u00e0pides, simples, precises i resoltes tamb\u00e9 s\u00f3n eficients. En conseq\u00fc\u00e8ncia, les organitzacions que satisfan les necessitats dels usuaris maximitzaran els guanys.<\/p>\n<h5><strong>Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s tan valuosa per a l\u2019experi\u00e8ncia de l\u2019usuari?<\/strong><\/h5>\n<ul>\n<li>Nom\u00e9s <strong>el 18% dels usuaris estan molt contents amb l\u2019experi\u00e8ncia<\/strong> que solen rebre.<\/li>\n<li><strong>M\u00e9s del 71% dels usuaris prefereixen rebre atenci\u00f3 per tel\u00e8fon\/veu<\/strong>. Aquesta prefer\u00e8ncia abasta tots els grups demogr\u00e0fics d\u2019edat.<\/li>\n<\/ul>\n<ul>\n<li>Tanmateix, la prefer\u00e8ncia per la telefonia no \u00e9s un senyal que tots els usuaris vulguin iniciar converses prolongades per tel\u00e8fon. \u00c9s un senyal que <strong>les organitzacions no estan oferint experi\u00e8ncies acceptables en canals alternatius<\/strong>.<\/li>\n<li>El 85% dels usuaris truca als agents de veu no per a un tipus diferent d\u2019experi\u00e8ncia, sin\u00f3 perqu\u00e8 <strong>creuen que \u00e9s la seva millor oportunitat en una conversa r\u00e0pida, simple i resolta<\/strong>.<\/li>\n<li>Els usuaris que busquen una conversa m\u00e9s significativa rara vegada obtenen el que volen. <strong>Nom\u00e9s el 20% dels usuaris creu que els agents saben sobre ells<\/strong>.<\/li>\n<li>Gaireb\u00e9 <strong>el 55% dels usuaris diuen que estan c\u00f2modes rebent suport dels bots<\/strong>.<\/li>\n<li><strong>El 36% dels usuaris que prefereixen als agents en viu encara busquen converses r\u00e0pides, per\u00f2 precises i amb gran coneixement<\/strong>. L\u2019automatitzaci\u00f3 facilita aquestes interaccions.<\/li>\n<\/ul>\n<h5><strong>Quines s\u00f3n les oportunitats que aporta la intel\u00b7lig\u00e8ncia artificial?<\/strong><\/h5>\n<p>Les queixes sobre usuaris insatisfets o agents improductius no s\u00f3n res nou per a la comunitat d\u2019atenci\u00f3 al client. <strong>Les organitzacions que adquireixin, implementin, usin i optimitzin correctament les solucions d\u2019automatitzaci\u00f3 cultivaran agents m\u00e9s productius que podran oferir experi\u00e8ncies m\u00e9s satisfact\u00f2ries pels usuaris<\/strong>.<\/p>\n<ul>\n<li>La tecnologia d\u2019automatitzaci\u00f3 pot potenciar millors experi\u00e8ncies digitals. Les <strong>eines d\u2019autoservei impulsades per IA<\/strong> s\u00f3n capa\u00e7os de proporcionar un suport m\u00e9s natural i rellevant pels usuaris.<\/li>\n<li>Tamb\u00e9 adquireixen informaci\u00f3 valuosa que es pot utilitzar per refinar l\u2019autoservei i <strong>capacitar millor als agents<\/strong> en el futur.<\/li>\n<li>No nom\u00e9s \u00e9s rellevant pels \u201cbots\u201d, <strong>l\u2019automatitzaci\u00f3 tamb\u00e9 pot proporcionar (i recomanar) respostes adequades per a qu\u00e8 els agents les usin durant les interaccions en viu<\/strong>.<\/li>\n<li>Les eines d\u2019IA tamb\u00e9 poden proporcionar orientaci\u00f3 predictiva sobre les \u201cmillors accions futures\u201d o <strong>oportunitats de conversi\u00f3 a mesura que els agents interactuen amb els usuaris<\/strong>.<\/li>\n<li><strong>Les solucions d\u2019automatitzaci\u00f3 poden proporcionar m\u00e9s f\u00e0cilment als agents un coneixement rellevant de l\u2019usuari o del producte<\/strong>, minimitzant el temps empleat en els sistemes de CRM i les bases de coneixement.<\/li>\n<li>Les <strong>tecnologies d\u2019automatitzaci\u00f3<\/strong> de processos poden gestionar de manera eficient les tasques m\u00e9s rutin\u00e0ries i <strong>permeten als agents dedicar m\u00e9s temps i energia a \u201cconnectar-se\u201d amb els usuaris<\/strong>.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019automatitzaci\u00f3 ajuda a augmentar la productivitat i l\u2019efici\u00e8ncia dels agents, no a reempla\u00e7ar-los. La Intel\u00b7lig\u00e8ncia Artificial (IA) gestiona tasques simples, permetent als agents enfocar-se en treballs m\u00e9s complexos. Per tant, la IA ajuda a crear una for\u00e7a laboral m\u00e9s intel\u00b7ligent i les solucions d\u2019automatitzaci\u00f3 enforteixen el comprom\u00eds entre agents \u201chumans\u201d. Els analistes, l\u00edders d\u2019opini\u00f3 i&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/per-que-lautomatitzacio-es-tan-valuosa-per-a-lexperiencia-de-lusuari\/\" title=\"Read Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s tan valuosa per a l\u2019experi\u00e8ncia de l\u2019usuari?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33383,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33382","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s tan valuosa per a l\u2019experi\u00e8ncia de l\u2019usuari? - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/por-que-la-automatizacion-es-tan-valiosa-para-la-experiencia-del-usuario\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s tan valuosa per a l\u2019experi\u00e8ncia de l\u2019usuari? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"L\u2019automatitzaci\u00f3 ajuda a augmentar la productivitat i l\u2019efici\u00e8ncia dels agents, no a reempla\u00e7ar-los. La Intel\u00b7lig\u00e8ncia Artificial (IA) gestiona tasques simples, permetent als agents enfocar-se en treballs m\u00e9s complexos. Per tant, la IA ajuda a crear una for\u00e7a laboral m\u00e9s intel\u00b7ligent i les solucions d\u2019automatitzaci\u00f3 enforteixen el comprom\u00eds entre agents \u201chumans\u201d. Els analistes, l\u00edders d\u2019opini\u00f3 i... 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La Intel\u00b7lig\u00e8ncia Artificial (IA) gestiona tasques simples, permetent als agents enfocar-se en treballs m\u00e9s complexos. Per tant, la IA ajuda a crear una for\u00e7a laboral m\u00e9s intel\u00b7ligent i les solucions d\u2019automatitzaci\u00f3 enforteixen el comprom\u00eds entre agents \u201chumans\u201d. Els analistes, l\u00edders d\u2019opini\u00f3 i... 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