{"id":40662,"date":"2022-11-15T09:33:38","date_gmt":"2022-11-15T08:33:38","guid":{"rendered":"https:\/\/enreach.es\/?p=40662"},"modified":"2022-11-15T09:33:56","modified_gmt":"2022-11-15T08:33:56","slug":"com-la-intel%c2%b7ligencia-artificial-ia-esta-redefinint-lautoservei","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-la-intel%c2%b7ligencia-artificial-ia-esta-redefinint-lautoservei\/","title":{"rendered":"Com la Intel\u00b7lig\u00e8ncia Artificial (IA) est\u00e0 redefinint l\u2019autoservei"},"content":{"rendered":"<p>Les empreses m\u00e9s sofisticades actualment estan invertint en tecnologies per comprendre qu\u00e8 fa que les interaccions amb els clients siguin m\u00e9s exitoses. Els usuaris estan prenent el control de les seves eines digitals preferides creant milions (o milers de milions) de converses asincr\u00f2niques amb les organitzacions.<\/p>\n<p>Les empreses enfronten el repte de satisfer aquestes creixents demandes i s\u00f3n cada cop m\u00e9s conscients que cada punt de contacte amb els clients genera dades valuoses per satisfer millor les seves necessitats. <strong>Les <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/inteligencia-artificial\/\"><strong>eines basades en Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/a><strong> poden compartir informaci\u00f3 m\u00e9s enll\u00e0 del call center entre els diferents departaments, ajudar als agents en temps real i, en \u00faltima inst\u00e0ncia, redefinir l\u2019autoservei<\/strong>.<\/p>\n<h3><strong>Com la Intel\u00b7lig\u00e8ncia Artificial (IA) est\u00e0 redefinint l\u2019autoservei?<\/strong><\/h3>\n<h3><strong>1) La IA conversacional atorga als clients m\u00e9s control<\/strong><\/h3>\n<p>Les empreses estan posant en pr\u00e0ctica an\u00e0lisi conversacional, comprensi\u00f3 del llenguatge natural (PNL, en les seves sigles en angl\u00e8s) i aprenentatge autom\u00e0tic (ML, en les seves sigles en angl\u00e8s) per millorar l\u2019experi\u00e8ncia del client (CX) en tota la gama de canals i modalitats.<\/p>\n<h3><strong>2) L\u2019experi\u00e8ncia del client (CX) ja no resideix exclusivament als contact center<\/strong><\/h3>\n<p>La mateixa IA que compren i deriva la intenci\u00f3 de cada client a partir de les seves pr\u00f2pies paraules pot analitzar el contingut de milions de converses i extreure informaci\u00f3 valuosa per a tota l\u2019empresa.<\/p>\n<p>Aix\u00ed, <strong>poden detectar-se milers de casos en els quals es descriuen defectes o defici\u00e8ncies en productes recent llan\u00e7ats o interrupcions del servei, gr\u00e0cies al to de les converses que despr\u00e9s es comparteixen amb el personal de desenvolupament de productes o <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/\"><strong>servei al client<\/strong><\/a><strong> per solventar problemes<\/strong>.<\/p>\n<h3><strong>3) Tot succeeix en \u201ctemps real\u201d<\/strong><\/h3>\n<p>Aix\u00f2 vol dir que <strong>la comprensi\u00f3 de les expressions i el reconeixement de la intenci\u00f3 es duen a terme en el curs d\u2019una conversa entre agent i client<\/strong>.<\/p>\n<p>Ara, <strong>els <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/agente\/\"><strong>espais de treball dels agents del call center<\/strong><\/a><strong> i els taulers de control ressalten de forma rutin\u00e0ria la intenci\u00f3 del client i recomanen la millor acci\u00f3 per a qu\u00e8 un agent o assistent virtual intel\u00b7ligent (voicebot o xat bot) prengui en el moment adequat<\/strong>.<\/p>\n<h3><strong>4) S\u2019ha tornat tant predictiva com proactiva<\/strong><\/h3>\n<p>La IA \u00e9s excel\u00b7lent per a la coincid\u00e8ncia de patrons. <strong>Pot identificar r\u00e0pidament qui est\u00e0 trucant, processar l\u2019historial del client, mostrar contingut conversacional (passat i present), recon\u00e8ixer la intenci\u00f3 de l\u2019usuari i fer-la coincidir amb el recurs que pot resoldre la seva consulta<\/strong>.<\/p>\n<p>Des del punt de vista del client, estableix les bases per a qu\u00e8 la IA activi trucades o missatges sortints quan una empresa considera necessari iniciar una acci\u00f3 en nom d\u2019un usuari com, per exemple, tornar a reservar un vol quan els plans d\u2019un viatger s\u2019han vist interromputs.<\/p>\n<h3><strong>5) Facilita l\u2019omnicanalitat<\/strong><\/h3>\n<p>Al m\u00f3n de la CX digital i l\u2019autoservei, <strong>\u00e9s de vital import\u00e0ncia oferir als clients i agents acc\u00e9s a l\u2019omnicanalitat<\/strong>. Les empreses estan literalment posant al client a c\u00e0rrec de cada interacci\u00f3. Sovint, aquest es sent com si estigu\u00e9s navegant en un lloc web o col\u00b7laborant en temps real. Per aix\u00f2, <strong>tant l\u2019agent com l\u2019usuari es beneficien quan les seves accions estan informades per IA conversacional<\/strong>.<\/p>\n<p><strong>Aquests cinc pilars s\u00f3n representatius d\u2019una gran quantitat d\u2019atributs que fan que la IA conversacional sigui una necessitat, especialment enmig de la migraci\u00f3 accelerada de la infraestructura de TI al n\u00favol<\/strong>.<\/p>\n<p>Ja sigui en n\u00favols p\u00fablics o privats, els recursos infosos amb Intel\u00b7lig\u00e8ncia Artificial poden m\u00e9s r\u00e0pidament:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Recon\u00e8ixer a les persones que truquen<\/strong> i determinar la intenci\u00f3 de les seves trucades.<\/li>\n<li>Informar als <a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/smart-routing\/\"><strong>sistemes d\u2019enrutament intel\u00b7ligent<\/strong><\/a> per a qu\u00e8 els clients es posin r\u00e0pidament en contact amb l\u2019agent adequat.<\/li>\n<li><strong>Proporcionar informaci\u00f3 en viu tant als agents en viu com als virtuals automatitzats<\/strong> per resoldre els problemes dels clients.<\/li>\n<li><strong>Detectar tend\u00e8ncies i extreure informaci\u00f3<\/strong> que es pugui compartir amb tota l\u2019empresa per millorar els productes, serveis i la satisfacci\u00f3 del client.<\/li>\n<\/ul>\n<p>Aquests s\u00f3n els canvis mesurables a les m\u00e8triques que descriuen l\u2019experi\u00e8ncia del client i de l\u2019empleat (EX), aix\u00ed com el resultat final de cada empresa.<\/p>\n<p>En l\u2019actualitat, les interaccions de l\u2019experi\u00e8ncia del client (CXi, en les seves sigles en angl\u00e8s) tenen lloc en una multiplicitat de dispositius i canals. <strong>Les marques exitoses encoratgen als seus clients a comunicar-se amb elles en el moment de la seva elecci\u00f3, utilitzant qualsevol dispositiu i a trav\u00e9s del seu canal preferit<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les empreses m\u00e9s sofisticades actualment estan invertint en tecnologies per comprendre qu\u00e8 fa que les interaccions amb els clients siguin m\u00e9s exitoses. Els usuaris estan prenent el control de les seves eines digitals preferides creant milions (o milers de milions) de converses asincr\u00f2niques amb les organitzacions. Les empreses enfronten el repte de satisfer aquestes creixents&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-la-intel%c2%b7ligencia-artificial-ia-esta-redefinint-lautoservei\/\" title=\"Read Com la Intel\u00b7lig\u00e8ncia Artificial (IA) est\u00e0 redefinint l\u2019autoservei\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":40663,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[3197,3099,3163,5139,3100,3202,5159,4059,3556,4058,3165,3106,5141,4054,3650,3284,3374,4055,3976,3261,3201,5160,3781,4056,4057],"class_list":["post-40662","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol","tag-autoservei","tag-call-center-ca","tag-cloud-ca","tag-contact-center-ca-2","tag-contact-center-ca","tag-cx-ca","tag-cx-ca-2","tag-cxi","tag-enrutament-intelligent","tag-espais-de-treball-dels-agents","tag-ex-ca","tag-ia-ca","tag-ia-ca-2","tag-interaccions-amb-els-clients","tag-ml-ca","tag-necessitats-dels-clients","tag-omnicanalitat","tag-pnl","tag-recopilacio-dinformacio","tag-satisfaccio-del-client","tag-servei-al-client","tag-servicio-al-cliente-ca","tag-ti-ca","tag-voicebot","tag-xat-bot"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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