{"id":45905,"date":"2023-11-21T11:29:56","date_gmt":"2023-11-21T10:29:56","guid":{"rendered":"https:\/\/enreach.es\/?p=45905"},"modified":"2023-11-21T11:44:35","modified_gmt":"2023-11-21T10:44:35","slug":"el-76-de-los-clientes-que-interactuan-con-la-ia-tienen-experiencias-positivas-conclusiones-del-primer-enreach-congress","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/el-76-de-los-clientes-que-interactuan-con-la-ia-tienen-experiencias-positivas-conclusiones-del-primer-enreach-congress\/","title":{"rendered":"El 76% dels clients que han interactuat amb la IA han tingut una experi\u00e8ncia positiva: conclusions del primer Enreach Congress"},"content":{"rendered":"\n

La Intel\u00b7lig\u00e8ncia Artificial (IA) ja forma part del dia a dia dels consumidors espanyols, no nom\u00e9s quan consulten al Chat GPT per milers de consultes cada dia, sin\u00f3 tamb\u00e9 quan contacten amb el departament d’atenci\u00f3 al client <\/strong>de les empreses.<\/p>\n\n\n\n

Segons l’\u00faltim estudi de Capgemini, el 76% dels clients que han interactuat amb la IA han tingut una experi\u00e8ncia positiva<\/strong>. I no ens estranya! L’acc\u00e9s a la informaci\u00f3 i la rapidesa en les respostes s\u00f3n factors que ja captiven el 64% dels enquestats per la consultora.<\/p>\n\n\n\n

\u201cEl 76% dels clients que han interactuat amb la IA han tingut una experi\u00e8ncia positiva”<\/p>\n\n\n\n

Aquestes dades, juntament amb les que veureu recollides a continuaci\u00f3 en aquest article, van ser els temes principals que vam tractar la setmana passada a la nostra primera edici\u00f3 de l’Enreach Congress<\/strong>.<\/p>\n\n\n\n

Amb el t\u00edtol ‘AI Made Human: la IA en l’atenci\u00f3 al client’<\/strong>, vam inaugurar l’esdeveniment per parlar, en aquesta ocasi\u00f3, sobre aven\u00e7os i tend\u00e8ncies revolucion\u00e0ries<\/strong> de la tecnologia que est\u00e0 transformant el m\u00f3n: la Intel\u00b7lig\u00e8ncia Artificial.<\/p>\n\n\n\n

El nostre CCO, Carlos Jim\u00e9nez, un dels ponents, va comen\u00e7ar el seu discurs afirmant que aquest any 2023 era l’any de la IA<\/strong> i, durant la seva intervenci\u00f3, va anar desvetllant algunes dades importants sobre l’expansi\u00f3 i la import\u00e0ncia estrat\u00e8gica <\/strong>d’aquesta tecnologia.<\/p>\n\n\n\n

Com les \u00faltimes dades de Statista que anuncien que el mercat mundial de la IA ja ha superat els 500.000 milions de d\u00f2lars<\/strong> o l’informe de Deloitte que afirma que les empreses poden estalviar fins a un 70% en costos<\/strong> gr\u00e0cies a la Intel\u00b7lig\u00e8ncia Artificial.<\/p>\n\n\n\n

“Les empreses poden estalviar fins a un 70% en costos gr\u00e0cies a la Intel\u00b7lig\u00e8ncia Artificial.”<\/p>\n\n\n\n

Finalment, tamb\u00e9 va revelar als assistents que la IA conversacional, en particular, arribar\u00e0 als 32.620 milions de d\u00f2lars per a l’any 2030<\/strong>, segons les dades de Global Opportunity Analysis.<\/p>\n\n\n\n

No \u00e9s casualitat que diversos analistes anticipin que, entre tots els tipus d’Intel\u00b7lig\u00e8ncia Artificial disponibles avui en dia, la intel\u00b7lig\u00e8ncia conversacional ser\u00e0 la que tingui una major projecci\u00f3 de futur en l’\u00e0mbit empresarial<\/strong>. Al poder processar el llenguatge natural i tenir reconeixement per veu, \u00e9s la tecnologia perfecta per impulsar chatbots i assistents virtuals destinats a l’atenci\u00f3 al client.<\/p>\n\n\n\n

Per posar-la a prova, vam comptar amb la pon\u00e8ncia de Marc Brun\u00e9s, el nostre especialista en IA i Product Owner de l’Omnicanal Contact Center, que durant la seva xerrada va presentar la IA conversacional anomenada EVA<\/strong>, una revolucion\u00e0ria del servei d’atenci\u00f3 al client gr\u00e0cies a les seves caracter\u00edstiques com l’omnipres\u00e8ncia, capacitat poliglota i creativitat personalitzable.<\/strong><\/p>\n\n\n\n

Les nostres \u00faltimes mesures indiquen que EVA ja ha resolt el 52% de 200.000 casos de 370.000 trucades en formaci\u00f3 interna i atenci\u00f3 al client<\/strong>, i ha duplicat la productivitat dels agents humans, resolent el 51% de 31.000 casos de 60.000 trucades.<\/p>\n\n\n\n

“EVA ja ha resolt el 52% de 200.000 casos de 370.000 trucades en formaci\u00f3 interna i atenci\u00f3 al client.”<\/p>\n\n\n\n

En reduir el nombre de trucades gestionades pels agents i facilitar-los la transcripci\u00f3 de les converses en temps real, EVA ha contribu\u00eft a un estalvi del 20% en els contact centers<\/strong>, demostrant la seva efic\u00e0cia en l’optimitzaci\u00f3 dels processos empresarials.<\/p>\n\n\n\n

Segons Alfred Nesewda, el nostre CEO, els nombrosos beneficis<\/strong> que ofereix la Intel\u00b7lig\u00e8ncia Artificial, juntament amb el desconei\u00adxement generalitzat<\/strong> de moltes empreses en el sector de centres de contacte, van ser els motius pels quals vam decidir abordar el tema de la IA en aquesta primera edici\u00f3 de l’Enreach Congress.<\/p>\n\n\n\n

Des del principi, aquest congr\u00e9s ha tingut un prop\u00f2sit clar: proporcionar a les empreses una oportunitat \u00fanica per aprendre d’experts en el camp de la Intel\u00b7lig\u00e8ncia Artificial i l’atenci\u00f3 al client<\/strong>, a m\u00e9s de crear un ambient de networking on puguin compartir les seves experi\u00e8ncies i inquietuds.<\/p>\n","protected":false},"excerpt":{"rendered":"

La Intel\u00b7lig\u00e8ncia Artificial (IA) ja forma part del dia a dia dels consumidors espanyols, no nom\u00e9s quan consulten al Chat GPT per milers de consultes cada dia, sin\u00f3 tamb\u00e9 quan\u00a0contacten amb el departament d’atenci\u00f3 al client\u00a0de les empreses.<\/p>\n","protected":false},"author":1,"featured_media":45912,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2146],"tags":[5138,5157,5139,5158,5159,5140,5141,5142,5160],"class_list":["post-45905","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticies","tag-atencion-al-cliente-ca","tag-call-center-ca-2","tag-contact-center-ca-2","tag-customer-experiencie-ca","tag-cx-ca-2","tag-enreach-congress-ca","tag-ia-ca-2","tag-inteligencia-artificial-ca","tag-servicio-al-cliente-ca"],"acf":[],"yoast_head":"\nEl 76% dels clients que han interactuat amb la IA han tingut una experi\u00e8ncia positiva: conclusions del primer Enreach Congress - 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