{"id":33484,"date":"2019-07-09T07:06:52","date_gmt":"2019-07-09T05:06:52","guid":{"rendered":"https:\/\/enreach.es\/blog\/lanalisi-de-sentiment-ajuda-a-guanyar-eficacia-en-latencio-a-lusuari\/"},"modified":"2022-06-23T13:51:20","modified_gmt":"2022-06-23T13:51:20","slug":"lanalisi-de-sentiment-ajuda-a-guanyar-eficacia-en-latencio-a-lusuari","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/lanalisi-de-sentiment-ajuda-a-guanyar-eficacia-en-latencio-a-lusuari\/","title":{"rendered":"L\u2019an\u00e0lisi de sentiment ajuda a guanyar efic\u00e0cia en l\u2019atenci\u00f3 a l\u2019usuari"},"content":{"rendered":"

L\u2019arribada de l\u2019anal\u00edtica de la parla al call center, fa m\u00e9s d\u2019una d\u00e8cada, va obrir un nou panorama d\u2019informaci\u00f3 operativa en termes de comprendre el que deien els usuaris. Analistes de dades ben capacitats van poder convertir les paraules i frases clau en intel\u00b7lig\u00e8ncia \u00fatil per a usuaris i empreses.<\/p>\n

L\u2019an\u00e0lisi de veu<\/strong> tamb\u00e9 va obrir la porta a l\u2019obtenci\u00f3 de dades pel servei d\u2019atenci\u00f3 al client, a trav\u00e9s de la gravaci\u00f3 de les converses dels usuaris amb els agents als contact center.<\/p>\n

Amb l\u2019acc\u00e9s a totes aquestes noves dades, semblava que les organitzacions ja disposaven de la informaci\u00f3 necess\u00e0ria per desxifrar l\u2019experi\u00e8ncia de l\u2019usuari<\/strong> al complet. Tanmateix, les solucions com l\u2019an\u00e0lisi de la parla funcionen per a dir-nos de qu\u00e8 parlen els usuaris, per\u00f2 no ens diuen com es senten<\/strong>. L\u2019an\u00e0lisi de sentiment guia als analistes de dades dels call center cap a qu\u00e8 fer amb aquesta informaci\u00f3.<\/p>\n

Amb els aven\u00e7os en el processament del llenguatge natural (PNL), combinats amb les innovacions en l\u2019an\u00e0lisi de la parla, el seg\u00fcent pas l\u00f2gic per a l\u2019an\u00e0lisi del sentiment va ser la paraula parlada, com en els contactes i converses amb els usuaris. Els contact center estan adoptant l\u2019an\u00e0lisi de la parla com una eina per a l\u2019extracci\u00f3 de dades en <\/strong>converses gravades<\/strong><\/a>.<\/p>\n

Per qu\u00e8 l\u2019an\u00e0lisi de sentiment ajuda a guanyar efic\u00e0cia en l\u2019atenci\u00f3 a l\u2019usuari?<\/strong><\/h5>\n

L\u2019an\u00e0lisi de sentiment proporciona una millor comprensi\u00f3 de les trucades dels usuaris, que poden ser emprades per supervisors, gerents i altres en tota l\u2019empresa. Si b\u00e9 l\u2019an\u00e0lisi de la parla requereix de les habilitats d\u2019un analista de dades, l\u2019an\u00e0lisi de sentiments \u00e9s un proc\u00e9s automatitzat que no requereix d\u2019intervenci\u00f3 humana<\/strong>.<\/p>\n

L\u2019an\u00e0lisi de sentiment<\/strong>, tamb\u00e9 conegut com a mineria d\u2019opini\u00f3 (opinion mining)<\/em> consisteix en el proc\u00e9s de determinar el to emocional que hi ha darrere d\u2019una s\u00e8rie de paraules<\/strong>, i s\u2019empra per intentar entendre les actituds, opinions i emocions expressades en una menci\u00f3 online<\/strong>.<\/p>\n

Juntament amb la provisi\u00f3 d\u2019intel\u00b7lig\u00e8ncia empresarial amb respecte a l\u2019experi\u00e8ncia de l\u2019usuari, l\u2019an\u00e0lisi de sentiment tamb\u00e9 es pot implementar per millorar l\u2019experi\u00e8ncia dels empleats i monitorejar el seu rendiment<\/strong>. A l\u2019igual que amb les comunicacions amb els usuaris, pot proporcionar puntuacions de sentiments automatitzats per agents, equips, grups, etc. Les qualificacions dels sentiments dels empleats es poden correlacionar amb altres indicador clau de rendiment (KPI), que guien als l\u00edders dels call center cap a agents de baix i alt rendiment.<\/p>\n

Amb el seu enfoc tant en l\u2019experi\u00e8ncia de l\u2019usuari com en l\u2019experi\u00e8ncia de l\u2019empleat, l\u2019an\u00e0lisi de sentiment \u00e9s una de les solucions de call center que t\u00e9 un atractiu universal pel mercat<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

L\u2019arribada de l\u2019anal\u00edtica de la parla al call center, fa m\u00e9s d\u2019una d\u00e8cada, va obrir un nou panorama d\u2019informaci\u00f3 operativa en termes de comprendre el que deien els usuaris. Analistes de dades ben capacitats van poder convertir les paraules i frases clau en intel\u00b7lig\u00e8ncia \u00fatil per a usuaris i empreses. L\u2019an\u00e0lisi de veu tamb\u00e9 va… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33485,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33484","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nL\u2019an\u00e0lisi de sentiment ajuda a guanyar efic\u00e0cia en l\u2019atenci\u00f3 a 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\/el-analisis-de-sentimiento-ayuda-a-ganar-eficacia-en-la-atencion-al-usuario\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L\u2019an\u00e0lisi de sentiment ajuda a guanyar efic\u00e0cia en l\u2019atenci\u00f3 a l\u2019usuari - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"L\u2019arribada de l\u2019anal\u00edtica de la parla al call center, fa m\u00e9s d\u2019una d\u00e8cada, va obrir un nou panorama d\u2019informaci\u00f3 operativa en termes de comprendre el que deien els usuaris. Analistes de dades ben capacitats van poder convertir les paraules i frases clau en intel\u00b7lig\u00e8ncia \u00fatil per a usuaris i empreses. L\u2019an\u00e0lisi de veu tamb\u00e9 va... 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