Kwizerana byabaye ingenzi mu gihe cya "KPI" mu bijyanye n'ubukorano bwa "AI"

Byanditswe na Rubens Lenzi, inzobere mu guhindura ikoranabuhanga akaba n'umuyobozi wa CX Tech

Mu gihe kirekire, imikorere y’ibice by’uburambe bw’abakiriya (CX) yapimwe hakoreshejwe ibipimo bya kera nka NPS, CSAT, Igihe cyo Gufata (AHT), na First Contact Resolution (FCR). Nubwo ibi bipimo bikomeje kuba ingenzi, kwinjiza vuba ubuhanga bw’ubukorano mu mibanire y’abakiriya byongereyeho impinduka nshya - ndetse wenda n’ingenzi cyane - ku kigereranyo: icyizere.

Ibikoresho byo kuganiraho bigezweho, abafasha kuri interineti, moteri zo gutanga inama, n'abashinzwe kwigenga bamaze kwihutisha imikoranire no kugabanya Ikiguzi cyo gutanga serivisi. Ariko, uko ubuhanga bwo gukora imibonano mpuzabitsina bufata umwanya ukomeye mu rugendo rw'abaguzi, ikibazo kidasubirwaho kivuka: ese umukiriya wawe yizeye by'ukuri ibyemezo bifatwa n'ikoranabuhanga?

Amakuru asobanura ibisabwa bishya

Imibare igaragaza ko kutagira ubwisanzure mu mucyo bigira ingaruka zitaziguye ku kuntu ikirango cy’ubucuruzi kibonwa. Ubushakashatsi bwakozwe ku isi muri Salesforce bwagaragaje ko 61% by’abaguzi bavuga ko iterambere rya AI rituma ibigo biba ingenzi cyane kugira ngo byiringire. Byongeye kandi, 72% babona ko ari ngombwa kumenya igihe bikorana n’ubwenge bw’ubukorano aho kumenya umuntu.

Mu yandi magambo, uburyo bwo gusabana bushobora kurangira mu masegonda make, ariko niba umukiriya adasobanukiwe uburyo icyo gisubizo cyakozwe cyangwa atizeye ikoreshwa ry'amakuru ye, ubu buryo buzafatwa nk'ububi. Ubuhanga bwo gukora imibonano mpuzabitsina (AI) bwongereye imikorere, ariko bwazamuye cyane urwego rw'ibyitezwe.

Inkingi 4 z'icyizere muri CX Tech

Bitandukanye n'ibipimo by'ibikorwa, icyizere ntigishobora kugabanywa kikagera kuri nomero imwe y'ikirango. Ni umusaruro w'inkingi enye z'imiterere mu rugendo:

1. Gukorera mu mucyo mu buryo bugaragara: Umukiriya agomba kumenya neza igihe avugana na sisitemu yikora. Kurangiza opacity ni intambwe ya mbere igana ku kwemerwa kw'ikoranabuhanga.
2. Guhuza kw'ibisubizo: Amakuru avuguruzanya cyangwa impinduka zitunguranye mu myitwarire y'umukozi wa AI byangiza icyizere cy'ikirango mu masegonda make.
3. Uburyo bwo kugenzura: Ikoranabuhanga rituma umuntu yizera cyane iyo umuguzi azi ko ashobora gukosora amakuru, guhakana icyemezo, cyangwa agahitamo gukoresha serivisi z’abantu igihe icyo ari cyo cyose.
4. Imiyoborere n'uburinzi bw'amakuru (LGPD): Abakiriya basaba ko amakuru yabo asobanurwa neza ku buryo abikwa n'uko akoreshwa. Uburinzi bw'amakuru ni amasezerano y'amahame mbwirizamuco y'iki gihe cy'ikoranabuhanga.

Umwanzuro: Gukora neza nta cyizere ntibitanga ubudahemuka

Ahazaza h'Ubunararibonye bw'Abakiriya ntabwo hazagenwa n'intambara hagati y'abantu n'imashini, ahubwo hazagenwa n'ubwiza bw'imikoranire hagati yabo bombi. Ubuhanga bwo gukora imibonano mpuzabitsina butanga ubunini n'umuvuduko; abantu batanga imiterere, impuhwe, n'ubushishozi.

Amaherezo, ikoranabuhanga rishobora kunoza imikorere no kugabanya ikiguzi, ariko icyizere ni cyo cyonyine gishobora guhindura imikoranire yikora mu mubano urambye kandi ubyara inyungu.