{"id":33407,"date":"2019-04-01T17:08:31","date_gmt":"2019-04-01T15:08:31","guid":{"rendered":"https:\/\/enreach.es\/blog\/que-es-un-ivr-interactive-voice-response\/"},"modified":"2022-06-23T13:51:08","modified_gmt":"2022-06-23T13:51:08","slug":"que-es-un-ivr-interactive-voice-response","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/que-es-un-ivr-interactive-voice-response\/","title":{"rendered":"Qu\u00e8 \u00e9s un IVR (Interactive Voice Response)?"},"content":{"rendered":"

En el nivell m\u00e9s simple, un IVR (Resposta de Veu Interactiva) \u00e9s una interf\u00edcie automatitzada que permet interactuar amb les persones que truquen per recopilar dades, i resoldre un problema sense haver de dirigir a la persona que truca a un agent. Per exemple, per saber el saldo del seu compte corrent.<\/p>\n

Per qu\u00e8 els contact center utilitzen IVRs?<\/strong><\/h5>\n

Alguns dels avantatges principals d\u2019un <\/strong>IVR en un entorn de call center<\/strong><\/a> inclouen:<\/p>\n

1)<\/strong> Una definici\u00f3 m\u00e9s precisa de les necessitats de l\u2019usuari<\/strong> i, per tant, enrutament selectiu, augmentant aix\u00ed la satisfacci\u00f3 de l\u2019usuari i reduint la necessitat de tornar a posar la trucada en cua o transferir-la. Aix\u00ed, si un usuari vol con\u00e8ixer l\u2019estat del seu compte i truca a l\u2019entitat banc\u00e0ria, l\u2019IVR li donar\u00e0 diverses opcions, entre elles, \u201cconsulta de saldo\u201d. Aquesta selecci\u00f3 redirigir\u00e0 a l\u2019usuari a un agent del call center que podr\u00e0 resoldre la seva consulta de forma immediata.<\/p>\n

2)<\/strong> L\u2019automatitzaci\u00f3 en la recopilaci\u00f3 de dades b\u00e0siques<\/strong> dels usuaris, escur\u00e7a els temps de gesti\u00f3 de trucades i allibera els recursos de l\u2019agent per gestionar interaccions m\u00e9s complexes.<\/p>\n

3)<\/strong> La capacitat d\u2019automatitzar algunes interaccions b\u00e0siques<\/strong>, reduint la rotaci\u00f3 d\u2019agents i augmentant la disponibilitat d\u2019aquestes interaccions automatitzades per oferir un servei 24\/7\/365.<\/p>\n

Aquests avantatges s\u00f3n nom\u00e9s una petita mostra de com un IVR pot afegir i automatitzar tasques simples que marquen una gran difer\u00e8ncia en l\u2019experi\u00e8ncia dels usuaris<\/strong>.<\/p>\n

A un nivell m\u00e9s t\u00e8cnic, un IVR \u00e9s un sistema automatitzat que permet als usuaris interactuar amb el sistema d\u2019atenci\u00f3 al client d\u2019una empresa a trav\u00e9s d\u2019un men\u00fa de veu configurable o del teclat<\/strong>. Serveix de filtre previ per a les trucades entrants mitjan\u00e7ant un men\u00fa d\u2019opcions a disposici\u00f3 de l\u2019usuari. Els IVR s\u2019usen sovint als call center, on les dades recopilades d\u2019usuaris i les seleccions de men\u00fa s\u2019empren en un distribu\u00efdor autom\u00e0tic de trucades (ACD, en les seves sigles en angl\u00e8s) per enrutar les trucades entrants als agents disponibles i adequadament qualificats.\u00a0<\/strong><\/p>\n

Els IVR b\u00e0sics sovint usen DTMF<\/strong> (to dual – multifreq\u00fc\u00e8ncia) per acceptar l\u2019entrada, un m\u00e8tode que tamb\u00e9 s\u2019usa per marcar n\u00fameros de tel\u00e8fon. \u00c0mpliament utilitzat per a la senyalitzaci\u00f3 de telecomunicacions, permet a l\u2019usuari que truca executar algunes interaccions b\u00e0siques amb una plataforma de telecomunicacions mitjan\u00e7ant l\u2019\u00fas de les seves tecles telef\u00f2niques<\/strong>. Els exemples per aquest tipus d\u2019interacci\u00f3 b\u00e0sica inclouen seleccions de men\u00fa (\u201cPremi 1 per a Vendes, 2 per a Servei\u201d) o recopilaci\u00f3 de dades simples (\u201cIngressi el seu n\u00famero d\u2019usuari de cinc d\u00edgits\u201d), etc.<\/p>\n

Avui en dia, un IVR simple encara s\u2019usa en molts contact centers. Tanmateix, els portals de veu que ofereixen una funcionalitat m\u00e9s sofisticada, com la conversi\u00f3 de text a veu (TTS), el reconeixement de veu autom\u00e0tic (ASR) i la integraci\u00f3 d\u2019aplicacions m\u00f2bils, estan reempla\u00e7ant cada cop m\u00e9s l\u2019enfoc DMTF, quelcom limitat i no molt amigable per a l\u2019usuari.<\/p>\n

Juntament amb altres eines, com la integraci\u00f3 de bases de dades, aix\u00f2 permet l\u2019automatitzaci\u00f3 d\u2019interaccions m\u00e9s complexes i\/o la interacci\u00f3 natural amb la persona que truca<\/strong>. Els l\u00edmits entre la veu i els canals digitals s\u2019estan difuminant, per exemple, en un IVR visual on les interaccions que originalment van ser trucades de veu es transformen en una interacci\u00f3 basada en el web quan la persona que truca usa un tel\u00e8fon intel\u00b7ligent.<\/p>\n

En el futur, s\u2019espera que l\u2019automatitzaci\u00f3 i la Intel\u00b7lig\u00e8ncia Artificial (IA) exerceixin un paper encara m\u00e9s important<\/strong>, tant en el front-end tradicional al convertir l\u2019IVR anterior en una plataforma d\u2019interacci\u00f3 totalment automatitzada que apr\u00e8n de forma intel\u00b7ligent a augmentar el seu abast, com en el back-end, com a eina de suport per a l\u2019agent.<\/p>\n","protected":false},"excerpt":{"rendered":"

En el nivell m\u00e9s simple, un IVR (Resposta de Veu Interactiva) \u00e9s una interf\u00edcie automatitzada que permet interactuar amb les persones que truquen per recopilar dades, i resoldre un problema sense haver de dirigir a la persona que truca a un agent. Per exemple, per saber el saldo del seu compte corrent. Per qu\u00e8 els… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33408,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nQu\u00e8 \u00e9s un IVR (Interactive Voice Response)? - 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\/que-es-un-ivr-interactive-voice-response\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Qu\u00e8 \u00e9s un IVR (Interactive Voice Response)? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"En el nivell m\u00e9s simple, un IVR (Resposta de Veu Interactiva) \u00e9s una interf\u00edcie automatitzada que permet interactuar amb les persones que truquen per recopilar dades, i resoldre un problema sense haver de dirigir a la persona que truca a un agent. Per exemple, per saber el saldo del seu compte corrent. Per qu\u00e8 els... 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