{"id":34312,"date":"2022-03-29T06:28:48","date_gmt":"2022-03-29T04:28:48","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-que-el-major-impacte-de-la-ia-en-un-call-center-esta-en-el-rendiment-dels-agents\/"},"modified":"2022-06-23T13:52:57","modified_gmt":"2022-06-23T13:52:57","slug":"per-que-el-major-impacte-de-la-ia-en-un-call-center-esta-en-el-rendiment-dels-agents","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-que-el-major-impacte-de-la-ia-en-un-call-center-esta-en-el-rendiment-dels-agents\/","title":{"rendered":"Per qu\u00e8 el major impacte de la IA en un call center est\u00e0 en el rendiment dels agents?"},"content":{"rendered":"<p>L\u2019adopci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA) als call center ha quedat una mica enrere respecte a la resta de divisions de les empreses. En aquest sentit, quan s\u2019ha adoptat la IA, molts cops degut a l\u2019impuls d\u2019altres departaments, com el de vendes i m\u00e0rqueting, l\u2019\u00fas s\u2019ha centrat en gran mesura en trobar formes d\u2019administrar els costos i el temps.<\/p>\n<p>Actualment, segons un informe recent de Ventana Research, l\u2019\u00fas de la Intel\u00b7lig\u00e8ncia Artificial als contact center ha passat de ser una novetat a una necessitat. Un dels principals motius \u00e9s que <strong>la seva adopci\u00f3 est\u00e0 augmentant perqu\u00e8 els <\/strong><a href=\"https:\/\/www.masvoz.cat\/que-fem\/\"><strong>prove\u00efdors<\/strong><\/a><strong> han integrat profundament els processos d\u2019IA a les seves plataformes d\u2019experi\u00e8ncia del client (CX)<\/strong>.<\/p>\n<p>Oferir a les persones formes d\u2019utilitzar la Intel\u00b7lig\u00e8ncia Artificial sense haver de suportar la c\u00e0rrega de comprendre com programar o formar models complexos ha marcat la difer\u00e8ncia, segons indiquen els autors de l\u2019informe.<\/p>\n<h5><strong>La IA s\u2019ha tornar cada cop m\u00e9s comuna en diversos processos clau dels call center, que inclouen:<\/strong><\/h5>\n<ul>\n<li>Enrutament d\u2019interacci\u00f3.<\/li>\n<li>Analitzar dades no estructurades capturades en gravacions de veu.<\/li>\n<li>Entendre el sentiment del client.<\/li>\n<li>An\u00e0lisi avan\u00e7at del comportament de l\u2019usuari.<\/li>\n<\/ul>\n<p>S\u2019estima que, <strong>pel 2024, tres quartes parts de les organitzacions hauran introdu\u00eft expl\u00edcitament m\u00e9s d\u2019una aplicaci\u00f3 d\u2019IA o aprenentatge autom\u00e0tic (ML) als processos de <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>servei dels seus contact center<\/strong><\/a><strong> per enrutament predictiu, xat bots i assist\u00e8ncia d\u2019agents<\/strong>.<\/p>\n<h5><strong>Quins s\u00f3n els beneficis clau de la IA als call center? <\/strong><\/h5>\n<p>La Intel\u00b7lig\u00e8ncia Artificial exerceix el major poder al call center quan s\u2019utilitza per ajudar i donar suport als agents de servei al client, segons l\u2019informe de Ventana Research. El <strong>seu valor principal radica en tres \u00e0rees:<\/strong><\/p>\n<h5><strong>1) Preparaci\u00f3 d\u2019agents:<\/strong><\/h5>\n<p>La IA pot revelar r\u00e0pidament els recursos que necessita l\u2019agent, fins i tot aquells que estan a\u00efllats a tota l\u2019organitzaci\u00f3, convertint el treball de reactiu a proactiu. El coneixement al qual accedeix la Intel\u00b7lig\u00e8ncia Artificial no \u00e9s est\u00e0tic; en canvi, \u00e9s un <em>\u201cdepositari org\u00e0nic que sempre est\u00e0 actualitzat\u201d<\/em>, segons Ventana Research.<\/p>\n<h5><strong>2) Ajudar als agents a brindar la resposta correcta segons el context:<\/strong><\/h5>\n<p>Les solucions impulsades per IA al mercat actual escolten les interaccions i presenten les millors accions en temps real. Aix\u00f2 suposa un dels aven\u00e7os m\u00e9s revolucionaris en les operacions d\u2019un contact center en d\u00e8cades. <strong>Al fer-ho, escur\u00e7a les interaccions i les fa m\u00e9s consistents, independentment de l\u2019agent involucrat<\/strong>. Aix\u00ed mateix, <strong>redueix la fricci\u00f3 amb el client alhora que augmenta la probabilitat que la resposta que l\u2019agent ofereix al client sigui la correcta<\/strong>.<\/p>\n<h5><strong>3) Fer que els processos de garantia de qualitat siguin m\u00e9s justos:<\/strong><\/h5>\n<p>La IA permet que una empresa avalu\u00ef el 100% de les interaccions mentre elimina la subjectivitat del proc\u00e9s. <strong>Aix\u00f2 proporciona una millor perspectiva del rendiment dels agents i redueix el temps entre la interacci\u00f3 i l\u2019avaluaci\u00f3<\/strong>.<\/p>\n<h5><strong>Qu\u00e8 s\u2019ha de considerar a l\u2019avaluar si la IA pot ajudar a una organitzaci\u00f3?<\/strong><\/h5>\n<p>Per determinar si la IA pot agregar valor a un call center, l\u2019informe suggereix fer-se preguntes com:<\/p>\n<ul>\n<li>Existeixen oportunitats per millorar la productivitat que sorgirien si es poguessin aprofitar m\u00e9s o diferents fonts de dades?<\/li>\n<li>Si els processos d\u2019IA es distribueixen entre departaments i funcions, s\u00f3n les m\u00e8triques utilitzades per determinar l\u2019\u00e8xit el suficientment \u00e0mplies com per considerar i avaluar els beneficis resultants?<\/li>\n<li>Quines operacions es donen per fetes com fixes o no millorables en base a la tecnologia est\u00e0ndard?<\/li>\n<\/ul>\n<p>Segons l\u2019informe, <strong>la millor manera de pensar en IA \/ ML \u00e9s com una constel\u00b7laci\u00f3 d\u2019aplicacions que es caracteritzen per la capacitat d\u2019aprendre i adaptar-se a mesura que canvien les condicions<\/strong>.<\/p>\n<p>En conclusi\u00f3, <strong>cada cop s\u00f3n m\u00e9s els call center que estan incorporant la IA a les seves operacions<\/strong>, obtenint m\u00e9s informaci\u00f3 sobre com convertir el servei al client en un avantatge competitiu amb un conjunt de solucions CX innovadores, dissenyades espec\u00edficament en un \u00fanic marc integral d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA) i Aprenentatge Autom\u00e0tic (ML) de la ind\u00fastria per a la participaci\u00f3 del client.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019adopci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA) als call center ha quedat una mica enrere respecte a la resta de divisions de les empreses. En aquest sentit, quan s\u2019ha adoptat la IA, molts cops degut a l\u2019impuls d\u2019altres departaments, com el de vendes i m\u00e0rqueting, l\u2019\u00fas s\u2019ha centrat en gran mesura en trobar formes d\u2019administrar els&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/per-que-el-major-impacte-de-la-ia-en-un-call-center-esta-en-el-rendiment-dels-agents\/\" title=\"Read Per qu\u00e8 el major impacte de la IA en un call center est\u00e0 en el rendiment dels agents?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":34313,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34312","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 el major impacte de la IA en un call center est\u00e0 en el rendiment dels agents? - 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-el-mayor-impacto-de-la-ia-en-un-call-center-esta-en-el-rendimiento-de-los-agentes\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Per qu\u00e8 el major impacte de la IA en un call center est\u00e0 en el rendiment dels agents? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"L\u2019adopci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA) als call center ha quedat una mica enrere respecte a la resta de divisions de les empreses. En aquest sentit, quan s\u2019ha adoptat la IA, molts cops degut a l\u2019impuls d\u2019altres departaments, com el de vendes i m\u00e0rqueting, l\u2019\u00fas s\u2019ha centrat en gran mesura en trobar formes d\u2019administrar els... 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