{"id":1747,"date":"2024-07-23T13:40:55","date_gmt":"2024-07-23T16:40:55","guid":{"rendered":"https:\/\/www.ecommerceupdate.com.br\/?p=1747"},"modified":"2024-07-23T13:44:39","modified_gmt":"2024-07-23T16:44:39","slug":"uso-de-ia-no-autoatendimento-e-sua-relacao-com-o-roi","status":"publish","type":"post","link":"https:\/\/www.ecommerceupdate.com.br\/cs\/uso-de-ia-no-autoatendimento-e-sua-relacao-com-o-roi\/","title":{"rendered":"Vyu\u017eit\u00ed AI v samoobsluze a jej\u00ed vztah k ROI"},"content":{"rendered":"<p>Firmy dnes maj\u00ed z\u00e1kazn\u00edky, kte\u0159\u00ed st\u00e1le v\u00edce hledaj\u00ed rychl\u00e1, snadn\u00e1 a spolehliv\u00e1 \u0159e\u0161en\u00edMnoho samoobslu\u017en\u00fdch kan\u00e1l\u016f poskytovan\u00fdch organizacemi v\u0161ak tato o\u010dek\u00e1v\u00e1n\u00ed nespl\u0148uje&nbsp;<a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/rethink-customer-service-strategy-drive-self-service\">Gartner<\/a>&nbsp;pouk\u00e1zal na to, \u017ee a\u010dkoliv 701 TP3 T z\u00e1kazn\u00edk\u016f vyu\u017e\u00edv\u00e1 samoobslu\u017en\u00e9 kan\u00e1ly v ur\u010dit\u00e9m okam\u017eiku sv\u00e9 servisn\u00ed cesty, pouze 91 TP3 T dok\u00e1\u017ee pln\u011b vy\u0159e\u0161it sv\u00e9 probl\u00e9my prost\u0159ednictv\u00edm t\u011bchto mo\u017enost\u00ed To je \u010dasto vede ke kontaktov\u00e1n\u00ed agenta, \u010d\u00edm\u017e se ru\u0161\u00ed \u00fa\u010del samoobslu\u017en\u00e9ho z\u00e1\u017eitku.<\/p>\n\n\n\n<p>Tato propast mezi o\u010dek\u00e1v\u00e1n\u00edm z\u00e1kazn\u00edk\u016f a skute\u010dnou zku\u0161enost\u00ed se samoobslu\u017en\u00fdmi kan\u00e1ly m\u016f\u017ee v\u00fdrazn\u011b po\u0161kodit pov\u011bst organizace a m\u00edru udr\u017een\u00ed z\u00e1kazn\u00edk\u016f. Efektivn\u00ed modely samoobsluhy nejen zlep\u0161uj\u00ed z\u00e1kaznickou zku\u0161enost a spokojenost, ale tak\u00e9 vedou k v\u00fdznamn\u00fdm \u00faspor\u00e1m n\u00e1klad\u016f a provozn\u00ed efektivit\u011b t\u00edm, \u017ee dramaticky sni\u017euj\u00ed objem hovor\u016f do center z\u00e1kaznick\u00fdch slu\u017eeb, zvy\u0161uj\u00ed m\u00edru odchylek a zlep\u0161uj\u00ed omezen\u00ed samoobsluhy a prodlu\u017euj\u00ed doby \u0159e\u0161en\u00ed prvn\u00edho kontaktu, co\u017e organizac\u00edm pom\u00e1h\u00e1 rychle \u0159e\u0161it probl\u00e9my.<\/p>\n\n\n\n<p>Bez ohledu na to, jak \u00fasp\u011b\u0161n\u00e1 m\u016f\u017ee b\u00fdt spole\u010dnost, mus\u00ed pokra\u010dovat v inovac\u00edch, p\u0159izp\u016fsobov\u00e1n\u00ed se a naslouch\u00e1n\u00ed sv\u00fdm z\u00e1kazn\u00edk\u016fm, aby zlep\u0161ila a personalizovala z\u00e1kaznickou zku\u0161enost. Zat\u00edmco 811 TP3 T zna\u010dek v\u011b\u0159\u00ed, \u017ee hluboce rozum\u00ed sv\u00fdm z\u00e1kazn\u00edk\u016fm, pouze 461 TP3 T glob\u00e1ln\u00edch z\u00e1kazn\u00edk\u016f s t\u00edm souhlas\u00ed, co\u017e zd\u016fraz\u0148uje pot\u0159ebu zlep\u0161it z\u00e1kaznickou zku\u0161enost. Krom\u011b toho 641 TP3 T spot\u0159ebitel\u016f tvrd\u00ed, \u017ee by opustili zna\u010dku, pokud by jejich zku\u0161enost nebyla personalizovan\u00e1 (<a href=\"https:\/\/www.twilio.com\/en-us\/state-of-customer-engagement\/report\">Zpr\u00e1va o zapojen\u00ed z\u00e1kazn\u00edk\u016f 2024<\/a>).<\/p>\n\n\n\n<p>V konkuren\u010dn\u00edm sc\u00e9n\u00e1\u0159i je pro obchodn\u00ed \u00fasp\u011bch d\u016fle\u017eit\u00e9 zmen\u0161en\u00ed vzd\u00e1lenosti mezi o\u010dek\u00e1v\u00e1n\u00edm z\u00e1kazn\u00edk\u016f a realitou, pokud jde o samoobslu\u017en\u00e9 kan\u00e1ly. Nespln\u011bn\u00ed o\u010dek\u00e1v\u00e1n\u00ed z\u00e1kazn\u00edk\u016f m\u016f\u017ee m\u00edt hrozn\u00e9 d\u016fsledky. Proto \u0159ada spole\u010dnost\u00ed d\u00e1v\u00e1 vysokou prioritu odstran\u011bn\u00ed t\u0159ec\u00edch bod\u016f a proaktivn\u00ed \u0159e\u0161en\u00ed obav z\u00e1kazn\u00edk\u016f &amp; um\u011bl\u00e1 inteligence (AI) v kombinaci s daty z\u00e1kazn\u00edk\u016f v re\u00e1ln\u00e9m \u010dase m\u016f\u017ee b\u00fdt kl\u00ed\u010dem k va\u0161emu \u00fasp\u011bchu.<\/p>\n\n\n\n<p>Podle an&nbsp;<a href=\"https:\/\/www.bbc.com\/storyworks\/advertiser-content\/no-progress-without-passion\/global-study-c-suite-optimism-on-ai-and-why-first-movers-win\">ned\u00e1vn\u00fd v\u00fdzkum BBC<\/a>, obchodn\u00ed l\u00edd\u0159i po cel\u00e9m sv\u011bt\u011b uzn\u00e1vaj\u00ed v\u00fdhody AI, ale p\u0159izn\u00e1vaj\u00ed, \u017ee jejich organizace nejsou p\u0159ipraveny ji p\u0159ijmout, proto\u017ee dosud nedefinovaly strategii, se kterou by se c\u00edtili dob\u0159e nebo j\u00ed dob\u0159e rozum\u011bli.<\/p>\n\n\n\n<p>Za\u010dlenit&nbsp;<a href=\"https:\/\/www.twilio.com\/en-us\/blog\/contact-center-ai\">N\u00e1stroje AI ve strategi\u00edch z\u00e1kaznick\u00fdch slu\u017eeb<\/a>&nbsp;Um\u011bl\u00e1 inteligence dok\u00e1\u017ee analyzovat velk\u00e9 objemy z\u00e1kaznick\u00fdch dat v re\u00e1ln\u00e9m \u010dase, co\u017e agent\u016fm pom\u00e1h\u00e1 personalizovat interakce, ani\u017e by byli zahlceni informacemi. Samoobslu\u017en\u00e9 funkce s um\u011blou inteligenc\u00ed, jako jsou chatboti a virtu\u00e1ln\u00ed asistenti, mohou zpracov\u00e1vat rutinn\u00ed dotazy, co\u017e d\u00e1v\u00e1 lidsk\u00fdm agent\u016fm v\u00edce \u010dasu na \u0159e\u0161en\u00ed slo\u017eit\u00fdch probl\u00e9m\u016f.<\/p>\n\n\n\n<p>Krom\u011b toho m\u016f\u017ee um\u011bl\u00e1 inteligence poskytnout agent\u016fm shrnut\u00ed minul\u00fdch interakc\u00ed se z\u00e1kazn\u00edky, co\u017e jim umo\u017en\u00ed rychle porozum\u011bt a vy\u0159e\u0161it dan\u00fd probl\u00e9m, sn\u00ed\u017eit pot\u0159ebu opakov\u00e1n\u00ed a zlep\u0161it z\u00e1kaznickou zku\u0161enost. To nejen zlep\u0161uje rychlost a p\u0159esnost slu\u017eeb, ale tak\u00e9 zaji\u0161\u0165uje zapojen\u00ed je relevantn\u00ed a individualizovan\u00e9.<\/p>\n\n\n\n<p>Vyvinut\u00edm softwarov\u00e9 strategie pro jednotku zvukov\u00e9 odezvy (AUR) akcelerovan\u00e9 um\u011blou inteligenc\u00ed mohou spole\u010dnosti tak\u00e9 zlep\u0161it efektivitu kontaktn\u00edho centra automatizac\u00ed dotaz\u016f a b\u011b\u017en\u00fdch \u00fakol\u016f a tak\u00e9 p\u0159ed\u00e1v\u00e1n\u00edm slo\u017eit\u011bj\u0161\u00edch konverzac\u00ed p\u0159\u00edslu\u0161n\u00e9 sad\u011b dovednost\u00ed agent\u016f. Ve skute\u010dnosti zlep\u0161en\u00ed m\u00edry omezen\u00ed IVR o 5 a\u017e 20 procent a zlep\u0161en\u00ed m\u00edry autentizace o 15 a\u017e 25 procent m\u016f\u017ee sn\u00ed\u017eit celkov\u00e9 n\u00e1klady na call centrum o 10 a\u017e 30 procent za pouh\u00e9 t\u0159i a\u017e \u0161est m\u011bs\u00edc\u016f, uv\u00e1d\u00ed zpr\u00e1va&nbsp;<a href=\"https:\/\/www.mckinsey.com\/industries\/electric-power-and-natural-gas\/our-insights\/transforming-interactive-voice-response-systems-in-utilities\">McKinsey<\/a>.<\/p>\n\n\n\n<p>D\u00edky lep\u0161\u00edmu porozum\u011bn\u00ed z\u00e1kazn\u00edkovi pomoc\u00ed konverza\u010dn\u00ed um\u011bl\u00e9 inteligence a porozum\u011bn\u00ed p\u0159irozen\u00e9mu jazyku (NLU) si z\u00e1kazn\u00edci mohou u\u017e\u00edvat konverzace podobn\u00e9 lidem s virtu\u00e1ln\u00edmi agenty, co\u017e zkracuje dobu rozli\u0161en\u00ed pochopen\u00edm z\u00e1m\u011bru z\u00e1kazn\u00edka.<\/p>\n\n\n\n<p>Samoobsluha zalo\u017een\u00e1 na um\u011bl\u00e9 inteligenci m\u016f\u017ee tak\u00e9 pomoci zlep\u0161it \u0161\u00ed\u0159ku p\u00e1sma agent\u016f automatizac\u00ed b\u011b\u017en\u00fdch \u010dasto kladen\u00fdch ot\u00e1zek z\u00e1kazn\u00edk\u016f, kter\u00e9 \u010dasto ucp\u00e1vaj\u00ed fronty kontaktn\u00edch center. M\u016f\u017ee to tak\u00e9 v\u00e9st k neust\u00e1l\u00e9mu zlep\u0161ov\u00e1n\u00ed agent\u016f shroma\u017e\u010fov\u00e1n\u00edm propriet\u00e1rn\u00edch dat vol\u00e1n\u00ed, pou\u017e\u00edv\u00e1n\u00edm historick\u00fdch akc\u00ed k p\u0159edpov\u00edd\u00e1n\u00ed pot\u0159eb z\u00e1kazn\u00edk\u016f a iterativn\u00edm vylep\u0161en\u00edm cesta IVR.<\/p>\n\n\n\n<p>Je nanejv\u00fd\u0161 d\u016fle\u017eit\u00e9 transformovat modern\u00ed strategie z\u00e1kaznick\u00fdch slu\u017eeb poskytov\u00e1n\u00edm integrovan\u00e9 sady \u0159e\u0161en\u00ed, kter\u00e1 organizuj\u00ed bezprobl\u00e9mov\u00e9 interakce nap\u0159\u00ed\u010d v\u0161emi kan\u00e1ly Podniky mohou zlep\u0161it z\u00e1kaznickou zku\u0161enost t\u00edm, \u017ee navrhnou cesty z\u00e1kazn\u00edk\u016f, kter\u00e9 za\u010d\u00ednaj\u00ed intuitivn\u00ed samoobsluhou a \u0161k\u00e1lov\u00e1n\u00edm a\u017e po komplexn\u00ed \u0159e\u0161en\u00ed probl\u00e9m\u016f s aktivn\u00edmi agenty Agenti z\u00edskaj\u00ed p\u0159\u00edstup k dat\u016fm a kontextu v re\u00e1ln\u00e9m \u010dase, co\u017e jim umo\u017en\u00ed poskytovat slu\u017ebu, kter\u00e1 je nejen efektivn\u00ed, ale tak\u00e9 zam\u011b\u0159en\u00e1 na z\u00e1kazn\u00edka.<\/p>\n\n\n\n<p>Je tak mo\u017en\u00e9 optimalizovat AI pro firmy vyu\u017eit\u00edm jej\u00edch v\u00fdhod To pom\u00e1h\u00e1 firm\u00e1m st\u00e1t se nejen z\u00e1kaznicky uv\u011bdom\u011bl\u00fdmi, ale i z\u00e1kaznicky zam\u011b\u0159en\u00fdmi, co\u017e vede k lep\u0161\u00edmu zapojen\u00ed a n\u00e1vratnosti investic.<\/p>","protected":false},"excerpt":{"rendered":"<p>As empresas, hoje em dia, t\u00eam clientes que buscam, cada vez mais, solu\u00e7\u00f5es r\u00e1pidas, f\u00e1ceis e confi\u00e1veis. Por\u00e9m, muitos canais de autoatendimento fornecidos pelas organiza\u00e7\u00f5es n\u00e3o atendem a essas expectativas. Uma pesquisa realizada pela&nbsp;Gartner&nbsp;apontou que, embora 70% dos clientes utilizem canais de autoatendimento em algum momento de sua jornada de atendimento, apenas 9% conseguem resolver [&hellip;]<\/p>\n","protected":false},"author":52,"featured_media":964,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35,37],"tags":[47,43,48],"class_list":{"0":"post-1747","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-artigos","8":"category-tendencias","9":"tag-artigos","10":"tag-e-commerce","11":"tag-tendencias"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/posts\/1747","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/users\/52"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/comments?post=1747"}],"version-history":[{"count":0,"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/posts\/1747\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/media\/964"}],"wp:attachment":[{"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/media?parent=1747"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/categories?post=1747"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/cs\/wp-json\/wp\/v2\/tags?post=1747"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}