{"id":41605,"date":"2023-02-16T07:00:47","date_gmt":"2023-02-16T06:00:47","guid":{"rendered":"https:\/\/enreach.es\/?p=41605"},"modified":"2023-02-14T10:20:06","modified_gmt":"2023-02-14T09:20:06","slug":"el-paper-de-la-intel%c2%b7ligencia-artificial-en-el-futur-de-lexperiencia-del-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/el-paper-de-la-intel%c2%b7ligencia-artificial-en-el-futur-de-lexperiencia-del-client\/","title":{"rendered":"El paper de la Intel\u00b7lig\u00e8ncia Artificial en el futur de l\u2019experi\u00e8ncia del client"},"content":{"rendered":"<p>L\u2019adopci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA) en el futur de l\u2019experi\u00e8ncia del client (CX) est\u00e0 impulsada per tres aspectes:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>Clients cada cop m\u00e9s digitals.<\/li>\n<li>Trobar, contractar i retenir empleats lleials i compromesos.<\/li>\n<li>Macroeconomia: la incertesa econ\u00f2mica global est\u00e0 fomentant un impuls cap a l\u2019efici\u00e8ncia operativa.<\/li>\n<\/ul>\n<h3><strong>Com aplicar la IA per oferir solucions intel\u00b7ligents als problemes de les empreses?<\/strong><\/h3>\n<h3><strong>1) Comprensi\u00f3 del comportament del client<\/strong><\/h3>\n<p>Les organitzacions han d\u2019observar el comportament dels consumidors per arribar de manera proactiva als clients de tal forma que satisfacin les seves necessitats. <strong>La demanda d\u2019autoservei per part dels usuaris ha augmentat amb el temps, especialment a mida que les persones s\u2019han tornat cada cop m\u00e9s h\u00e0bils digitalment en tots els aspectes de les seves vides<\/strong>. L\u2019\u00fas d\u2019informaci\u00f3 impulsada per IA per comprendre millor el comportament dels consumidors permet crear experi\u00e8ncies de client (CX) personalitzades, convertint-se en un diferenciador clau pels usuaris.<\/p>\n<p>Per\u00f2 la Intel\u00b7lig\u00e8ncia Artificial no pot fer aix\u00f2 sola. Per impulsar el futur i tenir \u00e8xit, la IA necessita treballar en conjunt amb els humans. <strong>La tecnologia proporciona les eines necess\u00e0ries, per\u00f2 requereix d\u2019empleats compromesos que s\u00e0piguen com usar-les<\/strong>. Aix\u00f2 \u00e9s crucial en un entorn d\u2019experi\u00e8ncia del client, on encara hi ha moltes situacions en les quals la IA per si sola no pot dur a terme tota la interacci\u00f3. <strong>El toc hum\u00e0 \u00e9s necessari per ajudar a la IA a desxifrar les emocions m\u00e9s complexes i els patrons de comportament dels usuaris<\/strong>.<\/p>\n<h3><strong>2) Evoluci\u00f3 de les necessitats dels clients<\/strong><\/h3>\n<p>A mida que les necessitats dels clients evolucionen, tamb\u00e9 l\u2019ha de fer la forma en qu\u00e8 les empreses interactuen amb ells. <strong>Quan la demanda dels clients augmenta \u00e9s el moment que la IA intervingui i mostri com pot <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/agente\/\"><strong>ajudar als agents en temps real<\/strong><\/a><strong> a resoldre r\u00e0pidament (i amb precisi\u00f3) les necessitats dels clients i superar qualsevol obstacle que s\u2019interposi al seu cam\u00ed<\/strong>.<\/p>\n<p>\u00c9s convenient que els agents disposin d\u2019un resum de les converses d\u2019autoservei anteriors del client, realitzades al llarg del customer journey, abans que arribin a la interacci\u00f3 assistida per humans. Aix\u00ed mateix, <strong>tenir informaci\u00f3 espec\u00edfica impulsada per IA sobre la necessitat del client i els seus possibles propers passos, pot ajudar a formar un agent empoderat i ben informat, el que es tradueix en experi\u00e8ncies de client optimitzades i m\u00e9s fluides<\/strong>.<\/p>\n<h3><strong>3) Avantatge competitiu en l\u2019atenci\u00f3 al client<\/strong><\/h3>\n<p>La IA tamb\u00e9 ha de posicionar-se no nom\u00e9s com un avantatge pel servei al client de les empreses, sin\u00f3 com una forma d\u2019impactar en el <strong>desenvolupament intern dels agents<\/strong>. Es pot usar per reduir la c\u00e0rrega de tasques repetitives al personal i permetre\u2019ls sentir-se m\u00e9s compromesos, amb capacitaci\u00f3 personalitzada i ludificaci\u00f3 impulsades per IA. <strong>Fer que el paper dels agents d\u2019atenci\u00f3 al client sigui m\u00e9s gratificant a trav\u00e9s de la gamificaci\u00f3 i permetre que el personal utilitzi les seves valuoses habilitats humanes per resoldre situacions m\u00e9s complexes, crear\u00e0 connexions aut\u00e8ntiques i haur\u00e0 de ser la base de qualsevol organitzaci\u00f3<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019adopci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA) en el futur de l\u2019experi\u00e8ncia del client (CX) est\u00e0 impulsada per tres aspectes: Clients cada cop m\u00e9s digitals. Trobar, contractar i retenir empleats lleials i compromesos. Macroeconomia: la incertesa econ\u00f2mica global est\u00e0 fomentant un impuls cap a l\u2019efici\u00e8ncia operativa. Com aplicar la IA per oferir solucions intel\u00b7ligents als problemes&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/el-paper-de-la-intel%c2%b7ligencia-artificial-en-el-futur-de-lexperiencia-del-client\/\" title=\"Read El paper de la Intel\u00b7lig\u00e8ncia Artificial en el futur de l\u2019experi\u00e8ncia del client\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":41606,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[7],"tags":[3349,3372,3197,3152,3099,4364,4366,3100,3289,3202,3238,4365,3106,4367,3284,3376,3261,3181,3194],"class_list":["post-41605","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-inteligente","tag-agents","tag-atencio-al-client","tag-autoservei","tag-avantatge-competitiu","tag-call-center-ca","tag-clients-digitals","tag-comportament-dels-consumidors","tag-contact-center-ca","tag-customer-journey","tag-cx-ca","tag-eficiencia-operativa-ca","tag-empleats-lleials","tag-ia-ca","tag-interaccio-amb-els-usuaris","tag-necessitats-dels-clients","tag-personalitzacio","tag-satisfaccio-del-client","tag-soluciones-cloud","tag-solucions-cloud"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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