{"id":46964,"date":"2023-09-19T08:33:01","date_gmt":"2023-09-19T06:33:01","guid":{"rendered":"https:\/\/enreach.es\/blog\/hasta-el-23-de-las-solicitudes-de-atencion-al-cliente-se-gestionaran-a-traves-de-ia-conversacional-para-finales-de-2023-segun-un-informe-de-enreach\/"},"modified":"2023-12-13T17:00:52","modified_gmt":"2023-12-13T16:00:52","slug":"fins-el-23-sollicituds-atencio-al-client-es-gestionarana-traves-ia-conversacional-finals-2023-segons-informe-enreach","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/fins-el-23-sollicituds-atencio-al-client-es-gestionarana-traves-ia-conversacional-finals-2023-segons-informe-enreach\/","title":{"rendered":"Fins el 23% de les sol\u00b7licituds d\u2019atenci\u00f3 al client es gestionaran a trav\u00e9s d\u2019IA Conversacional per a finals de 2023, segons un informe d\u2019Enreach"},"content":{"rendered":"\n

En un m\u00f3n on la transformaci\u00f3 digital ha estat un tema recurrent, estem presenciant un canvi transcendental cap a la transformaci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA).<\/p>\n\n\n\n

En aquest sentit, la IA i l\u2019automatitzaci\u00f3 estan redefinint radicalment la forma en qu\u00e8 les organitzacions interactuen amb els seus clients<\/strong>, brindant un servei d\u2019atenci\u00f3 amb qualitat superior i establint noves normes en la ind\u00fastria. D\u2019aquesta forma, es tracta d\u2019una reinvenci\u00f3 completa de com les empreses satisfan les necessitats dels seus usuaris.<\/strong><\/p>\n\n\n\n

Com la IA transforma l\u2019experi\u00e8ncia del client (CX)<\/strong><\/h3>\n\n\n\n

La IA s\u2019ha convertit en un catalitzador essencial d\u2019aquesta transformaci\u00f3, permetent a les organitzacions oferir experi\u00e8ncies m\u00e9s r\u00e0pides, personalitzades i eficients. A partir d\u2019aquest nou panorama, Enreach<\/a>, un dels prove\u00efdors europeus de solucions de contacte convergents de m\u00e9s r\u00e0pid creixement, ha publicat una an\u00e0lisi sobre la integraci\u00f3 de l\u2019automatitzaci\u00f3 i les eines impulsades per IA en els entorns d\u2019atenci\u00f3 al client<\/strong>.<\/p>\n\n\n\n

L\u2019informe, titulat \u201cL\u2019arribada de l\u2019automatitzaci\u00f3 i la IA a l\u2019atenci\u00f3 al client<\/strong><\/a>\u201d <\/strong>i elaborat pel prestigi\u00f3s analista del sector Blair Pleasant<\/strong>, president de COMMFusion<\/strong>, analitza el panorama actual del servei d\u2019atenci\u00f3 al client <\/strong>i descriu els reptes als quals s\u2019enfronten les empreses per satisfer als clients<\/strong> que busquen una combinaci\u00f3 d\u2019eines eficients d\u2019autoservei com xat bots units a l\u2019assist\u00e8ncia tradicional d\u2019un agent en directe.<\/p>\n\n\n\n

Principals conclusions de l\u2019informe<\/strong><\/h3>\n\n\n\n

1) IA conversacional, facilitant l\u2019autoservei intel\u00b7ligent<\/strong><\/h3>\n\n\n\n

La IA conversacional \u00e9s un altre aven\u00e7 important en l\u2019atenci\u00f3 al client. Aprofitant l\u2019aprenentatge autom\u00e0tic i el processament del llenguatge natural (PLN)<\/strong>, aquesta tecnologia permet als clients interactuar de manera natural i obtenir respostes instant\u00e0nies a trav\u00e9s de canals digitals, com xat, veu i web<\/strong>. Les estad\u00edstiques donen suport a la prefer\u00e8ncia dels clients per l\u2019autoservei habilitat per IA. S\u2019espera que, per a finals de 2023, aproximadament el 18-23% de les sol\u00b7licituds d\u2019atenci\u00f3 al client es gestionen a trav\u00e9s d\u2019IA conversacional, amb una projecci\u00f3 de creixement al 24-28% per a finals de 2024<\/strong>.<\/p>\n\n\n\n

2) Xat bots i assistents virtuals, potenciant l\u2019autoservei<\/strong><\/h3>\n\n\n\n

Un dels desenvolupaments m\u00e9s destacats \u00e9s la proliferaci\u00f3 de xat bots i assistents virtuals impulsats per IA<\/strong>. Aquests sistemes estan sent adoptats per empreses de totes les mides i sectors per millorar l\u2019experi\u00e8ncia del client i reduir la c\u00e0rrega de treball dels agents humans. Els xat bots de veu i xat, habilitats per IA, exerceixen un paper crucial al proporcionar un servei ininterromput als clients. Des de respondre a consultes b\u00e0siques fins a canviar reserves o demanar serveis, els xat bots ofereixen respostes precises i oportunes, independentment de l\u2019hora del dia o la quantitat d\u2019interaccions simult\u00e0nies. La seva capacitat per treballar sense fatiga i amb una efici\u00e8ncia constant els converteix en una eina inestimable per a les empreses.<\/p>\n\n\n\n

3) IA generativa, la propera frontera<\/strong><\/h3>\n\n\n\n

La IA generativa i els grans models ling\u00fc\u00edstics, com XatGPT d\u2019OpenAI<\/strong>, representen la seg\u00fcent etapa en l\u2019evoluci\u00f3 de l\u2019atenci\u00f3 al client. Aquestes tecnologies poden analitzar grans volums de contingut, categoritzar-lo segons la intenci\u00f3 i convertir-lo en informaci\u00f3 consumible. S\u2019espera que s\u2019apliquin diversos casos d\u2019\u00fas, com la transcripci\u00f3 i resum autom\u00e0tic de trucades<\/strong>, la creaci\u00f3 de xat bots per canals de veu o xat, i la generaci\u00f3 de respostes personalitzades per a correus electr\u00f2nics o missatges als clients<\/strong>. Tanmateix, \u00e9s important destacar que la supervisi\u00f3 humana continua sent essencial<\/strong> per garantir la precisi\u00f3 i la coher\u00e8ncia en les respostes i la informaci\u00f3 proporcionada per la IA generativa.<\/p>\n\n\n\n

4) Trobar casos d\u2019\u00fas adequats per a la IA<\/strong><\/h3>\n\n\n\n

A pesar del potencial de la IA, moltes organitzacions encara estan explorant com implementar-la de manera efectiva<\/strong>. \u00c9s fonamental identificar casos d\u2019\u00fas que s\u2019aline\u00efn amb els objectius empresarials i comen\u00e7ar amb ells per obtenir el m\u00e0xim valor. Casos d\u2019\u00fas t\u00edpics inclouen reserves i cites, gesti\u00f3 de reclamacions, sol\u00b7licituds b\u00e0siques de vendes i serveis, entre d\u2019altres.<\/p>\n\n\n\n

\n

“La introducci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial est\u00e0 tenint un profund efecte en tots els aspectes de les operacions empresarials, i l\u2019impacte \u00e9s especialment significatiu en la forma en qu\u00e8 est\u00e0 millorant la prestaci\u00f3 del servei al client\u201d<\/em>, va dir Anne Bakker, Directora d\u2019Enreach IA. \u201cEstem encantats de contractar a Blair Pleasant per a qu\u00e8 ens ajudi a educar al mercat sobre les enormes millores que la IA por aportar a les experi\u00e8ncies dels clients, aix\u00ed com els beneficis operatius que aporta a empreses de totes les mides\u201d<\/em>. \u201cBlair ha estat estudiant d\u2019a prop l\u2019\u00fas de la IA des que va entrar en el mercat, i la seva an\u00e0lisi ser\u00e0 sens dubte benvinguda per les empreses que reconeixen el valor de mantenir a la seva base de clients satisfets i lleials\u201d<\/em>.<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"

En un m\u00f3n on la transformaci\u00f3 digital ha estat un tema recurrent, estem presenciant un canvi transcendental cap a la transformaci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA). En aquest sentit, la IA i l\u2019automatitzaci\u00f3 estan redefinint radicalment la forma en qu\u00e8 les organitzacions interactuen amb els seus clients, brindant un servei d\u2019atenci\u00f3 amb qualitat superior i… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":44157,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2146],"tags":[3099,5139,5085,5141,5084,5083],"class_list":["post-46964","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticies","tag-call-center-ca","tag-contact-center-ca-2","tag-converged-contact-ca","tag-ia-ca-2","tag-ia-generativa-ca","tag-intelligencia-artificial"],"acf":[],"yoast_head":"\nFins el 23% de les sol\u00b7licituds d\u2019atenci\u00f3 al client es gestionaran a trav\u00e9s d\u2019IA Conversacional per a finals de 2023, segons un informe d\u2019Enreach - Enreach ES<\/title>\n<meta name=\"description\" content=\"Enreach publica un informe sobre la integraci\u00f3n de la automatizaci\u00f3n y las herramientas impulsadas por IA en los entornos de atenci\u00f3n al cliente.\" \/>\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\/fins-el-23-sollicituds-atencio-al-client-es-gestionarana-traves-ia-conversacional-finals-2023-segons-informe-enreach\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Fins el 23% de les sol\u00b7licituds d\u2019atenci\u00f3 al client es gestionaran a trav\u00e9s d\u2019IA Conversacional per a finals de 2023, segons un informe d\u2019Enreach - 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