{"id":34356,"date":"2022-05-04T06:54:39","date_gmt":"2022-05-04T06:54:39","guid":{"rendered":"https:\/\/enreach.es\/blog\/masvoz-revela-les-4-claus-de-com-canviara-latencio-al-client-gracies-a-la-intel%c2%b7ligencia-artificial\/"},"modified":"2022-06-23T13:53:02","modified_gmt":"2022-06-23T13:53:02","slug":"masvoz-revela-les-4-claus-de-com-canviara-latencio-al-client-gracies-a-la-intel%c2%b7ligencia-artificial","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/masvoz-revela-les-4-claus-de-com-canviara-latencio-al-client-gracies-a-la-intel%c2%b7ligencia-artificial\/","title":{"rendered":"masvoz revela les 4 claus de com canviar\u00e0 l\u2019atenci\u00f3 al client gr\u00e0cies a la Intel\u00b7lig\u00e8ncia Artificial"},"content":{"rendered":"

La Intel\u00b7lig\u00e8ncia Artificial (IA) s\u2019ha convertit en una de les tecnologies m\u00e9s emprades per les empreses. Tant \u00e9s aix\u00ed que l\u2019IDC Research Espa\u00f1a<\/a> pronostica que el mercat europeu de sistemes d\u2019IA arribar\u00e0 als 12.000 milions d\u2019euros el 2022, amb un creixement anual del 40%.<\/p>\n

I no nom\u00e9s s\u00f3n les empreses provades les que troben valor en aquesta tecnologia. A finals de l\u2019any passat, el president del Govern, Pedro S\u00e1nchez, va anunciar una inversi\u00f3 p\u00fablica de 600 milions d\u2019euros per impulsar l\u2019Estrat\u00e8gia Nacional d\u2019Intel\u00b7lig\u00e8ncia Artificial (ENIA).<\/p>\n

Les empreses d\u2019atenci\u00f3 al client<\/strong><\/a> tamb\u00e9 estan implantant actualment IA als seus serveis i procediments amb l\u2019objectiu de millorar l\u2019experi\u00e8ncia del client i reduir costos. En aquest sentit, Gartner<\/strong><\/a> prediu que pel 2022 el 70% de les interaccions dels clients implicaran tecnologies emergents procedents de la IA<\/strong>. Aix\u00f2 tindr\u00e0 un impacte positiu a les empreses en m\u00faltiples nivells, com el cas de Nexidia Analytics, que va avaluar els motius pels quals els clients deixaven a les empreses, va elaborar un model predictiu en base a la IA i va aconseguir retenir al 60% dels casos d\u2019abandonament. Per aix\u00f2, i de cara als propers anys, masvoz<\/strong><\/a>, companyia pertanyent a Enreach amb m\u00e9s de 19 anys d\u2019experi\u00e8ncia en serveis de comunicacions per a empreses<\/strong>, desgrana les prediccions sobre el futur del servei al client degut a l\u2019\u00fas de la IA:<\/p>\n

1) Automatitzaci\u00f3 de tasques simples<\/strong><\/h5>\n

A qualsevol contact center tradicional, els agents de primera l\u00ednia han de fer front a la c\u00e0rrega que comporta les tasques repetitives, la majoria de les quals s\u00f3n molt simples. La IA pot assumir algunes d\u2019aquestes tasques m\u00e9s simples i repetitives, alliberant temps i talent dels empleats, que poden dedicar-se a tasques m\u00e9s complexes o que requereixin d\u2019una major creativitat. De fet, el proper any el 45% de les tasques repetitives de les empreses s\u2019automatitzaran i\/o acceleraran<\/strong>, segons apunta IDC Espa\u00f1a<\/a>.<\/p>\n

2) Aparici\u00f3 d\u2019un suport d\u2019atenci\u00f3 predictiva al client<\/strong><\/h5>\n

Quan un servei d\u2019atenci\u00f3 al client no funciona correctament provoca que, tal i com apunta Oracle<\/a>, el 89% dels consumidors marxen a la compet\u00e8ncia per una mala atenci\u00f3 al client i el 86% est\u00e0 disposat a pagar m\u00e9s per un millor servei. Qu\u00e8 passaria si els serveis d\u2019atenci\u00f3 al client poguessin anticipar situacions i proposessin solucions preventives?<\/p>\n

A trav\u00e9s de l\u2019an\u00e0lisi de la IA en base a perfils i dades contextuals, els agents seran capa\u00e7os de poder anticipar-se als problemes i necessitats dels clients, oferint un millor servei i podent presentar solucions personalitzades amb rapidesa<\/strong>. Aix\u00ed mateix, un altre dels suports que passaran a tenir una major import\u00e0ncia seran els canals de veu<\/strong><\/a>. Encara que el correu electr\u00f2nic \u00e9s una de les vies m\u00e9s rellevants en l\u2019atenci\u00f3 al client, els canals de veu es troben molt lluny de desapar\u00e8ixer i seguiran sent formes atractives d\u2019oferir suport al client. Segons apunta l\u2019informe State of Service<\/a> de Salesforce, el 76% dels professionals del servei s\u2019estimen m\u00e9s la veu per a resoldre casos complexos que presentin els clients<\/strong>.<\/p>\n

3) Major precisi\u00f3 de la IA conversacional<\/strong><\/h5>\n

La satisfacci\u00f3 i retenci\u00f3 del client augmentar\u00e0 a mida que les eines d\u2019Intel\u00b7lig\u00e8ncia Artificial es tornin m\u00e9s precises i puguin ser part\u00edcips en converses naturals<\/strong>, ja que la IA conversacional millora amb el temps a mesuda que apr\u00e8n de les interaccions reals amb els usuaris. Segons Juniper Research<\/a>, es preveu que els costos laborals es reduiran en m\u00e9s de 8 mil milions de d\u00f2lars anuals pel 2022, gr\u00e0cies a la intel\u00b7lig\u00e8ncia artificial. A m\u00e9s, les empreses tamb\u00e9 podran disminuir els costos d\u2019atenci\u00f3 al client i reduir significativament el temps d\u2019espera del client.<\/p>\n

4) Major accessibilitat a les macrodades<\/strong><\/h5>\n

Cada cop m\u00e9s, les empreses treuen import\u00e0ncia a la quantitat de dades per centrar-se en qu\u00e8 fer amb aquestes dades. La IA es presenta com la candidata ideal per analitzar ingents quantitats d\u2019informaci\u00f3, l\u2019anomenat Big Data, especialment aquella procedent del <\/strong>CRM<\/strong><\/a>, i convertir-la en informes de f\u00e0cil acc\u00e9s<\/strong>. Aquest fet permet a les empreses comprendre f\u00e0cil i r\u00e0pidament els detalls importants sobre el p\u00fablic objectiu, podent aix\u00ed prendre decisions en m\u00e0rqueting i atenci\u00f3 al client basades en les dades, ja que amb la IA es necessita menys temps per desxifrar el seu significat.<\/p>\n

\n

\u201cLa Intel\u00b7lig\u00e8ncia Artificial s\u2019ha convertit en una de les principals tecnologies en qu\u00e8 estan invertint empreses de tot tipus per la seva gran capacitat de millora de processos actualment existents. A masvoz, apostem per ella des del primer moment per poder seguir optimitzant les relacions entre els nostres clients i els seus usuaris i, aix\u00ed, millorar la seva experi\u00e8ncia i reduir costos<\/em>\u201d, afegeix Santi Vernet, director comercial de masvoz.<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"

La Intel\u00b7lig\u00e8ncia Artificial (IA) s\u2019ha convertit en una de les tecnologies m\u00e9s emprades per les empreses. Tant \u00e9s aix\u00ed que l\u2019IDC Research Espa\u00f1a pronostica que el mercat europeu de sistemes d\u2019IA arribar\u00e0 als 12.000 milions d\u2019euros el 2022, amb un creixement anual del 40%. I no nom\u00e9s s\u00f3n les empreses provades les que troben valor… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34357,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2146],"tags":[],"class_list":["post-34356","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticies"],"acf":[],"yoast_head":"\nmasvoz revela les 4 claus de com canviar\u00e0 l\u2019atenci\u00f3 al client gr\u00e0cies a la Intel\u00b7lig\u00e8ncia Artificial - 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\/masvoz-revela-les-4-claus-de-com-canviara-latencio-al-client-gracies-a-la-intel\u00b7ligencia-artificial\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"masvoz revela les 4 claus de com canviar\u00e0 l\u2019atenci\u00f3 al client gr\u00e0cies a la Intel\u00b7lig\u00e8ncia Artificial - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"La Intel\u00b7lig\u00e8ncia Artificial (IA) s\u2019ha convertit en una de les tecnologies m\u00e9s emprades per les empreses. 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