{"id":33912,"date":"2020-10-27T09:28:45","date_gmt":"2020-10-27T08:28:45","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-millorar-lexperiencia-del-clienta-cx-mitjancant-lus-de-xat-bots-als-call-center\/"},"modified":"2022-06-23T13:52:07","modified_gmt":"2022-06-23T13:52:07","slug":"com-millorar-lexperiencia-del-clienta-cx-mitjancant-lus-de-xat-bots-als-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-millorar-lexperiencia-del-clienta-cx-mitjancant-lus-de-xat-bots-als-call-center\/","title":{"rendered":"Com millorar l\u2019experi\u00e8ncia del clienta (CX) mitjan\u00e7ant l\u2019\u00fas de xat bots als call center"},"content":{"rendered":"<p>Els call center solen ser entorns de treball d\u2019alta pressi\u00f3. En un sector en el qual es treballa 24 hores al dia i 7 dies a la setmana, els agents d\u2019atenci\u00f3 al client estan sobrecarregats constantment.<\/p>\n<p>Aquest exc\u00e9s de treball dels agents es manifesta de tres formes importants:<\/p>\n<ul>\n<li>Reducci\u00f3 de la qualitat de la comunicaci\u00f3.<\/li>\n<li>Augment del temps d\u2019espera dels clients.<\/li>\n<li>P\u00e8rdua de productivitat i efici\u00e8ncia de l\u2019agent.<\/li>\n<\/ul>\n<p>Les eines basades en IA, com els xat bots, prometen mitigar aquests problemes i reduir l\u2019exc\u00e9s de treball dels agents, el que porta a una experi\u00e8ncia del client significativament millor. <strong>Un <\/strong><a href=\"https:\/\/www.masvoz.cat\/telefonia-contact-centers\/\"><strong>xat bot<\/strong><\/a><strong> ben implementat pot assolir els objectius del client i l\u2019empresa<\/strong>: una resoluci\u00f3 r\u00e0pida que condueix a una alta CX, juntament amb un cost m\u00e9s baix.<\/p>\n<h5><strong>Com escollir el xat bot adequat pel call center <\/strong><\/h5>\n<p>Els gerents han d\u2019escollir amb cura la soluci\u00f3 de xat bot id\u00f2nia pel seu contact center, donat que els xat bots mal implementats seran, en realitat, un detriment pel negoci. Quins problemes han d\u2019abordar-se?<\/p>\n<ul>\n<li>Els xat bots han de ser \u201cconscients\u201d del context de la interacci\u00f3. Si segueixen recurrent a les respostes \u201cpre-gravades\u201d, augmentar\u00e0 la frustraci\u00f3 del client.<\/li>\n<li>Els xat bots han de tenir la capacitat d\u2019aprendre d\u2019interaccions anteriors i rebre capacitaci\u00f3 f\u00e0cilment amb nova informaci\u00f3.<\/li>\n<li>El xat bot ha de \u201csaber\u201d quan no pot proporcionar una resposta \u00fatil i tenir la capacitat de derivar la trucada a un agent. Aix\u00ed mateix, un cop resolt el problema immediat, hauria de poder transferir el control de nou a l\u2019assistent virtual.<\/li>\n<\/ul>\n<h5><strong>Quins s\u00f3n els beneficis d\u2019implementar xat bots intel\u00b7ligents als call center<\/strong><\/h5>\n<p>Els xat bots intel\u00b7ligents fan molt m\u00e9s que respondre preguntes:<\/p>\n<ul>\n<li>Empoderar als agents d\u2019atenci\u00f3 al client.<\/li>\n<li>Millorar l\u2019experi\u00e8ncia del client (CX).<\/li>\n<li>Reduir el temps per resoldre els problemes dels clients.<\/li>\n<li>Millorar les puntuacions de CSAT (Escala de Satisfacci\u00f3 del Client).<\/li>\n<li>Disminuir els temps d\u2019espera dels clients.<\/li>\n<\/ul>\n<p>En un estudi, Gartner mostra <strong>com la implementaci\u00f3 d\u2019assistents virtuals amb tecnologia d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA) pot aportar enormes beneficis a les organitzacions<\/strong>.<\/p>\n<p>Poden descarregar de treball als empleats, el que els permet concentrar-se en les necessitats dels clients amb problemes m\u00e9s complexos. <strong>Els bots impulsats per IA poden augmentar les capacitats de l\u2019equip i augmentar l\u2019efici\u00e8ncia general de les operacions del contact center<\/strong>. Els xat bots poden gestionar una \u00e0mplia varietat de consultes dels clients: gestionar les preguntes freq\u00fcents, proporcionar acc\u00e9s a les seves comptes, gestionar transaccions i oferir suport al client.<\/p>\n<h5><strong>Quins punts s\u2019han de tenir en compte a l\u2019escollir xat bots per a un call center<\/strong><\/h5>\n<p>Per garantir una implementaci\u00f3 fluida i efica\u00e7, les empreses han d\u2019adoptar un enfocament d\u2019implementaci\u00f3 gradual:<\/p>\n<ul>\n<li>Establir les m\u00e8triques per a una implementaci\u00f3 exitosa.<\/li>\n<li>Comprendre les raons per les quals els clients truquen a un call center i prefereixen contactar amb un agent en viu.<\/li>\n<li>Durant la prova pilot, es recomana comen\u00e7ar enviant consultes menys complexes com, per exemple, \u201cActualitzacions d\u2019estat\u201d del xat bot.<\/li>\n<li>Revisar els errors i tornar a capacitar al xat bot amb freq\u00fc\u00e8ncia per augmentar la seva capacitat.<\/li>\n<li>Configurar les regles i condicions per a l\u2019enrutament de la trucada a un agent. Si n\u2019hi ha cap disponible, s\u2019ha d\u2019assegurar que el xat bot sigui capa\u00e7 d\u2019iniciar una s\u00e8rie d\u2019accions (generar un tiquet, un correu electr\u00f2nic, etc.) per a qu\u00e8 es produeixin les accions de seguiment pertinents i no es perdi la consulta del client.<\/li>\n<li>Enviar notificacions peri\u00f2diques per mantenir al client actualitzat sobre l\u2019estat de la seva consulta.<\/li>\n<li>Un cop que s\u2019hagin aconseguit les m\u00e8triques, augmentar la varietat de preguntes que s\u2019envien al xat bot.<\/li>\n<\/ul>\n<p>En conclusi\u00f3, els call center ja estan assolint beneficis operatius amb xat bots. <strong>Els temps d\u2019espera dels clientes estan disminuint i les interaccions amb els usuaris s\u2019estan personalitzant amb assistents virtuals impulsats per IA<\/strong>. Els agents s\u2019alliberen de consultes repetitives i la seva productivitat ha millorat. El que porta a una millor experi\u00e8ncia del client i a puntuacions CSAT m\u00e9s altes.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Els call center solen ser entorns de treball d\u2019alta pressi\u00f3. En un sector en el qual es treballa 24 hores al dia i 7 dies a la setmana, els agents d\u2019atenci\u00f3 al client estan sobrecarregats constantment. Aquest exc\u00e9s de treball dels agents es manifesta de tres formes importants: Reducci\u00f3 de la qualitat de la comunicaci\u00f3&#8230;.  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-millorar-lexperiencia-del-clienta-cx-mitjancant-lus-de-xat-bots-als-call-center\/\" title=\"Read Com millorar l\u2019experi\u00e8ncia del clienta (CX) mitjan\u00e7ant l\u2019\u00fas de xat bots als call center\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33913,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33912","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 millorar l\u2019experi\u00e8ncia del clienta (CX) mitjan\u00e7ant l\u2019\u00fas de xat bots als call center - 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\/ca\/blog\/com-millorar-lexperiencia-del-clienta-cx-mitjancant-lus-de-xat-bots-als-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com millorar l\u2019experi\u00e8ncia del clienta (CX) mitjan\u00e7ant l\u2019\u00fas de xat bots als call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els call center solen ser entorns de treball d\u2019alta pressi\u00f3. 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