{"id":38693,"date":"2022-06-28T07:27:26","date_gmt":"2022-06-28T05:27:26","guid":{"rendered":"https:\/\/enreach.es\/?p=38693"},"modified":"2022-06-28T07:29:53","modified_gmt":"2022-06-28T07:29:53","slug":"com-reimaginar-els-call-center-amb-el-poder-de-la-ia-i-el-nuvol","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-reimaginar-els-call-center-amb-el-poder-de-la-ia-i-el-nuvol\/","title":{"rendered":"Com reimaginar els call center amb el poder de la IA i el n\u00favol"},"content":{"rendered":"

Els call center estan transformant les seves estrat\u00e8gies, models de prestaci\u00f3 de serveis i aprofitant tecnologies avan\u00e7ades com la Intel\u00b7lig\u00e8ncia Artificial (IA) i el Cloud Computing per expandir les seves capacitats i brindar un millor suport als seus agents i clients.<\/p>\n

Despr\u00e9s de tot, els contact center s\u00f3n el primer punt de contacte on els clients resolen els seus problemes. Per aix\u00f2, els l\u00edders empresarials busquen solucions avan\u00e7ades que puguin oferir agilitat i rendibilitat al reduir els costos operatius i ajudar a simplificar els fluxos de treball pels agents.<\/p>\n

Segons Statista, es pronostica que els ingressos del mercat d\u2019Intel\u00b7lig\u00e8ncia Artificial dels call center arribaran als 2.800 milions de d\u00f2lars pel 2024<\/strong>. Aquest pron\u00f2stic reflecteix la creixent popularitat de les solucions d\u2019atenci\u00f3 al client basades en IA, inclosos els xat bots, al negoci dels contact center.<\/p>\n

Les solucions al n\u00favol basades en IA<\/strong><\/a> proporcionen una plataforma comuna als call center per recopilar dades dels clients. Aquests s\u2019analitzen per extreure informaci\u00f3 del client demogr\u00e0fica, de comportament i basada en la ubicaci\u00f3. A l\u2019aprofitar el poder de les dades analitzades, els contact center poden alinear als clients amb els millors recursos disponibles. Per exemple, els xat bots basats en IA es poden usar per respondre preguntes repetitives en lloc que un agent ho faci, el que permet minimitzar costos de suport i oferir als clients acc\u00e9s a <\/strong>opcions d\u2019autoservei<\/strong><\/a>.<\/p>\n

Beneficis de la IA i el n\u00favol pels call center<\/strong><\/h3>\n

1) Rendiment millorat de l\u2019agent<\/strong><\/h3>\n

A l\u2019utilitzar solucions innovadores basades en IA, els contact center poden gestionar les tasques operatives di\u00e0ries quotidianes, com informes de l\u2019equip, creaci\u00f3 d\u2019arxius, anotacions, i seguiment del rendiment dels agents, entre d\u2019altres. Els agents poden aprofitar la Intel\u00b7lig\u00e8ncia Artificial i les capacitats d\u2019an\u00e0lisi avan\u00e7ada per impulsar el comprom\u00eds i brindar experi\u00e8ncies excepcionals als clients<\/strong>.<\/p>\n

2) Automatitzaci\u00f3 del flux de treball<\/strong><\/h3>\n

Recopilar informaci\u00f3 i analitzar munts de dades abans de proporcionar la soluci\u00f3 requereix molt de temps. Avui en dia, als clients no els hi agrada romandre en espera, el que dificulta l\u2019experi\u00e8ncia del client (CX). A l\u2019usar solucions d\u2019IA i al n\u00favol, els call center poden eliminar la lat\u00e8ncia del flux de treball i <\/strong>integrar-se f\u00e0cilment amb altres CRM<\/strong><\/a>, obtenir vistes de rendiment, agregar dades i optimitzar els fluxos de treball multiplataforma<\/strong>. A m\u00e9s, aquestes solucions avan\u00e7ades ajuden a extreure informaci\u00f3 en temps real que ajuda als agents a prendre decisions confiables i respondre a les consultes dels clients m\u00e9s r\u00e0pid.<\/p>\n

3) Satisfacci\u00f3 de les canviants demandes dels clients<\/strong><\/h3>\n

A mida que el m\u00f3n avan\u00e7a cada cop m\u00e9s cap a la digitalitzaci\u00f3, el comportament i les demandes dels clients tamb\u00e9 han canviat, el que obliga a les empreses a modificar les seves estrat\u00e8gies i centrar-se en oferir experi\u00e8ncies centrades en el client<\/strong>. Les solucions d\u2019IA i al n\u00favol brinden la flexibilitat i l\u2019agilitat que tant es necessiten als call center, ja que permeten que treballen d\u2019acord amb les demandes canviants dels clients. Oferir una resoluci\u00f3 perfecta en la primera trucada (FCR, en les seves sigles en angl\u00e8s) \u00e9s el que tots els contact center s\u2019esforcen per aconseguir<\/strong>. Els contact center potenciats per IA ofereixen suport visual remot, millorant la FCR i assolint una major satisfacci\u00f3 del client.<\/p>\n

Per exemple, durant la pand\u00e8mia de COVID-19, la demanda als call center va augmentar i la majoria de les empreses van implementar el treball remot<\/strong><\/a>. Els agents s\u2019esfor\u00e7aven per brindar suport operatiu continu als clients mentre treballaven des de casa<\/strong>. Tanmateix, la seguretat de les dades era una de les principals preocupacions amb les quals lluitaven tots els call center, i les eines avan\u00e7ades van permetre als agents mantenir-se connectats amb els seus clients en temps tan dif\u00edcils.<\/p>\n

En l\u2019actualitat, els contact center estan adoptant solucions de software basades al n\u00favol i d\u2019IA per augmentar l\u2019efici\u00e8ncia operativa, millorar el servei al client, millorar les caracter\u00edstiques de generaci\u00f3 d\u2019informes per a l\u2019administraci\u00f3 i satisfer les demandes emergents d\u2019experi\u00e8ncies omnicanal<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els call center estan transformant les seves estrat\u00e8gies, models de prestaci\u00f3 de serveis i aprofitant tecnologies avan\u00e7ades com la Intel\u00b7lig\u00e8ncia Artificial (IA) i el Cloud Computing per expandir les seves capacitats i brindar un millor suport als seus agents i clients. Despr\u00e9s de tot, els contact center s\u00f3n el primer punt de contacte on els… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":38694,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[7],"tags":[3267,3196,3197,3099,3269,3100,3202,3268,3238,3260,3270,3262,3106,3263,3261,3265,3201,3181,3194,3266,3155,3264],"class_list":["post-38693","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-inteligente","tag-analisi-avancat","tag-automatitzacio","tag-autoservei","tag-call-center-ca","tag-cloudcomms-ca","tag-contact-center-ca","tag-cx-ca","tag-demandes-del-client","tag-eficiencia-operativa-ca","tag-experiencies-omnicanal","tag-fcr-ca","tag-flux-de-treball","tag-ia-ca","tag-rendiment-de-lagent","tag-satisfaccio-del-client","tag-seguretat","tag-servei-al-client","tag-soluciones-cloud","tag-solucions-cloud","tag-tecnologies-avancades","tag-treball-remot","tag-xat-bots"],"acf":[],"yoast_head":"\nCom reimaginar els call center amb el poder de la IA i el n\u00favol - 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