{"id":33390,"date":"2019-03-05T07:28:46","date_gmt":"2019-03-05T06:28:46","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-influeix-la-intel%c2%b7ligencia-artificial-en-el-servei-al-client\/"},"modified":"2022-06-23T13:51:05","modified_gmt":"2022-06-23T13:51:05","slug":"com-influeix-la-intel%c2%b7ligencia-artificial-en-el-servei-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-influeix-la-intel%c2%b7ligencia-artificial-en-el-servei-al-client\/","title":{"rendered":"Com influeix la Intel\u00b7lig\u00e8ncia Artificial en el servei al client?"},"content":{"rendered":"<p>Quan es tracta d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA) en els call center, la majoria de les persones pensen autom\u00e0ticament en \u201cxat bots\u201d, eines basades en IA la funci\u00f3 de les quals \u00e9s interactuar amb els usuaris mitjan\u00e7ant plataformes de xat per millorar el servei d\u2019atenci\u00f3 al client.<\/p>\n<p>Per\u00f2, tot i que s\u00f3n \u00fatils, els xat bots per si sols no poden donar a les organitzacions la informaci\u00f3 que necessiten per competir de manera efectiva i estrat\u00e8gica. Despr\u00e9s de tot, els xat bots no poden recon\u00e8ixer els indicadors d\u2019insatisfacci\u00f3 de l\u2019usuari a temps per rectificar una situaci\u00f3 i retenir a l\u2019usuari. En definitiva, les empreses amb visi\u00f3 de futur d\u2019avui en dia utilitzen la IA per impulsar millors experi\u00e8ncies dels usuaris.<\/p>\n<h5><strong>Xat bots: la nova cara del servei al client<\/strong><\/h5>\n<p>Amb usuaris cada cop m\u00e9s impacients i menys lleials, <strong>les empreses han de fer tot el possible per retenir als usuaris <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>millorant la seva experi\u00e8ncia<\/strong><\/a><strong> i accelerant la resoluci\u00f3 dels seus problemes<\/strong>. Una forma clau de millorar l\u2019experi\u00e8ncia de l\u2019usuari \u00e9s millorar les interaccions amb els contact center. Despr\u00e9s de tot, a ning\u00fa li agrada mantenir-se en espera o repetir el discurs quan \u00e9s transferit d\u2019un agent a un altre.<\/p>\n<p>Per aquest motiu, <strong>molts call centers estan implementant xat bots<\/strong>: assistents virtuals intel\u00b7ligents i de llenguatge natural que poden recon\u00e8ixer la parla humana i entendre la intenci\u00f3 de la persona que truca sense requerir que la persona que truca parli en frases espec\u00edfiques. De fer, <strong>segons Oracle el 80% de les empreses ja usen o planegen usar els xat bots en el seu servei al client pel 2020<\/strong>.<\/p>\n<p>Els xat bots milloren l\u2019experi\u00e8ncia de l\u2019usuari a l\u2019accelerar tasques mon\u00f2tones i repetitives, com:<\/p>\n<ul>\n<li>Sol\u00b7licitar saldos de compte.<\/li>\n<li>Canviar contrassenyes.<\/li>\n<li>Programar cites.<\/li>\n<li>Solventar problemes menors.<\/li>\n<\/ul>\n<p>Gr\u00e0cies als xat bots, els usuaris ja no han de perdre temps esperant al tel\u00e8fon per parlar amb un agent per completar aquestes simples accions. En el seu lloc, poden obtenir el que necessiten mitjan\u00e7ant comandaments de veu o text simples.<\/p>\n<h5><strong>IA m\u00e9s enll\u00e0 dels xat bots<\/strong><\/h5>\n<p>Si els usuaris no reben el nivell de servei al client que esperen, r\u00e0pidament canviaran a un altre prove\u00efdor per obtenir el que necessiten. Els xat bots poden simplificar les interaccions m\u00e9s b\u00e0siques dels usuaris amb una marca, per\u00f2 no poden proporcionar l\u2019experi\u00e8ncia complexa que fa que els usuaris es mantinguin.<\/p>\n<p>Segons Gartner, l\u2019\u00fas prioritari per a l\u2019aplicaci\u00f3 d\u2019IA (el 70% de tots els casos d\u2019\u00fas a finals del 2017) estava relacionar amb el servei al client i els call center. Aquestes aplicacions m\u00e9s sofisticades d\u2019IA s\u2019estenen m\u00e9s enll\u00e0 dels xat bots: prediuen el comportament hum\u00e0 d\u2019una manera que permet a l\u2019organitzaci\u00f3 prendre mesures proactives per <strong>administrar l\u2019exercici de l\u2019agent<\/strong>,<strong> millorar el comprom\u00eds de l\u2019usuari <\/strong>i les<strong> operacions de back-office<\/strong>.<\/p>\n<h5><strong>L\u2019aprenentatge autom\u00e0tic potencia l\u2019experi\u00e8ncia <\/strong><\/h5>\n<p>Si b\u00e9 els xat bots poden ser la cara del servei al client modern, l\u2019aprenentatge autom\u00e0tic ajuda a les empreses a predir el comportament hum\u00e0, com identificar als usuaris insatisfets, i es torna constantment \u201cm\u00e9s intel\u00b7ligent\u201d, aprenent de totes les noves dades que arriben.<\/p>\n<p>Amb l\u2019aprenentatge autom\u00e0tic, els call center poden aprofitar les gravacions de trucades i les puntuacions de gesti\u00f3 de qualitat. Les puntuacions de les enquestes dels usuaris, les de Net Promoted Score (NPS) i les de Voice of the Customer (VoC), aix\u00ed com les an\u00e0lisi de text, d\u2019escriptori i de veu, creen aproximacions matem\u00e0tiques del comportament de l\u2019usuari i de l\u2019agent, i \u00e9s essencial <strong>emprar aquesta informaci\u00f3 per predir els resultats que m\u00e9s afecten al contact center i a l\u2019empresa<\/strong>.<\/p>\n<p>Les tres formes clau en qu\u00e8 s\u2019aplica l\u2019aprenentatge autom\u00e0tic en els centres de trucades avui en dia s\u00f3n: el <strong>NPS (Net Promoted Score) predictiu<\/strong>, l\u2019<strong>avaluaci\u00f3 predictiva<\/strong> i l\u2019<strong>an\u00e0lisi de sentiments<\/strong>.<\/p>\n<p>Si b\u00e9 els xat bots s\u00f3n gran inici, s\u00f3n nom\u00e9s la punta de l\u2019icerberg quan es tracta del que la IA pot fer pels call center i l\u2019experi\u00e8ncia de l\u2019usuari. Les an\u00e0lisis basades en IA i el model predictiu avan\u00e7at empren dades actuals i hist\u00f2riques per fer aproximacions matem\u00e0tiques del <strong>comportament dels usuaris i els agents<\/strong>, i prediccions intel\u00b7ligents sobre els resultats que afecten m\u00e9s als usuaris i a l\u2019organitzaci\u00f3 que els at\u00e9n. A difer\u00e8ncia dels xat bots, <strong>aquestes aplicacions d\u2019IA m\u00e9s sofisticades poden recon\u00e8ixer els indicadors d\u2019insatisfacci\u00f3 de l\u2019usuari a temps per rectificar les situacions i retenir als usuaris<\/strong>.<\/p>\n<p>El NPS predictiu, l\u2019avaluaci\u00f3 predictiva i l\u2019an\u00e0lisi de sentiments que permet la IA a les organitzacions prendre mesures proactives per administrar l\u2019exercici de l\u2019agent, millorar el comprom\u00eds de l\u2019usuari i obtenir una visi\u00f3 m\u00e9s profunda del proc\u00e9s de l\u2019usuari.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quan es tracta d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA) en els call center, la majoria de les persones pensen autom\u00e0ticament en \u201cxat bots\u201d, eines basades en IA la funci\u00f3 de les quals \u00e9s interactuar amb els usuaris mitjan\u00e7ant plataformes de xat per millorar el servei d\u2019atenci\u00f3 al client. Per\u00f2, tot i que s\u00f3n \u00fatils, els xat bots per&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-influeix-la-intel%c2%b7ligencia-artificial-en-el-servei-al-client\/\" title=\"Read Com influeix la Intel\u00b7lig\u00e8ncia Artificial en el servei al client?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33391,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33390","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>Com influeix la Intel\u00b7lig\u00e8ncia Artificial en el servei al client? - 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\/como-influye-la-inteligencia-artificial-en-el-servicio-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com influeix la Intel\u00b7lig\u00e8ncia Artificial en el servei al client? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Quan es tracta d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA) en els call center, la majoria de les persones pensen autom\u00e0ticament en \u201cxat bots\u201d, eines basades en IA la funci\u00f3 de les quals \u00e9s interactuar amb els usuaris mitjan\u00e7ant plataformes de xat per millorar el servei d\u2019atenci\u00f3 al client. 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