Impinduka zose zikomeye mu ikoranabuhanga ubusanzwe ziherekezwa n'ibihanurwa by'ibyiciro bitandukanye. Serivisi ku bakiliya nayo ntiyari itandukanye. Mu myaka mike ishize, twumvise ko telefoni izashira, ko za chatbots zizasimbura abakozi b'abantu, kandi ko gutanga imiyoboro mishya ya digitale byari bihagije kugira ngo abakiriya babone ubunararibonye bwiza. Ariko, ukuri kwagaragaje ibintu bigoye cyane—kandi, icyarimwe, bishimishije kurushaho—ni ibintu bishya.
Serivisi ku bakiliya irimo guhinduka cyane, ariko ntabwo iri mu cyerekezo benshi batekerezaga.
Iyi gahunda iracyakomeje kandi byitezwe ko izakomera mu myaka iri imbere. Ubushakashatsi bwa Gartner bwerekana ko 51% by'ingendo zo gutanga serivisi ku bakiliya zitangira hanze y'imiyoboro yemewe y'ibigo, binyuze mu buryo bw'ishakisha, imbuga nkoranyambaga, cyangwa ibikoresho by'ubuhanga bw'ubukorano. Aya makuru agaragaza ko ubunararibonye bw'abakiriya ubu burimo kubakwa kera cyane mbere y'uko umuntu ahura n'ikigo cya mbere cyo guhamagara, kandi bisaba ko ibigo bigira icyerekezo cyagutse cyo kubaka umubano no guhuza imiyoboro.
Iyi mpinduka ifasha gusobanura impamvu byinshi mu byahanuwe kuri uru rwego biba ari ukurenza urugero. Ni ibisanzwe kumva ko hari umuyoboro runaka uzasimbura undi cyangwa ko ubwenge bw'ubukorano buzakuraho ikibazo cyo gusabana kw'abantu. Ariko, ubunararibonye mu mikorere bwerekana ko iterambere rya serivisi ku bakiliya ritabaho binyuze mu gusimbuza, ahubwo ribera mu bwuzuzanye.
Terefone igaragaza neza iyi mpinduka. Gukomera kwayo kwaragabanutse, ariko akamaro kayo karacyari. Ibintu byihutirwa, ibiganiro bigoye, ibibazo bya tekiniki, cyangwa ibibazo byugarije amarangamutima bikomeje gushaka uburyo bwiza bwo kubikemura binyuze mu guhamagara mu ijwi. Abaguzi baretse kwishingikiriza kuri telefoni gusa, ariko ntibaretse kuyiha agaciro iyo imiterere yayo isaba imikoranire myiza.
Iyi ni imwe mu ngiro kuri porogaramu zo kohereza ubutumwa. Gukundwa kwa porogaramu zo kohereza ubutumwa bwihuse byahinduye uburyo abantu bakorana n'ibigo kandi bituma serivisi ku bakiriya zirushaho kuboneka mu bihe bitandukanye. Nubwo bimeze bityo, guhitamo inzira bikomeza kugenwa n'ubwoko bw'ubusabe. Hari ubusabe bushobora gukemurwa mu minota mike binyuze mu butumwa. Hari n'ubundi busaba guhana inyandiko, gusesengura tekiniki, ibiganiro, cyangwa kuganira byimbitse. Ubunararibonye burarushaho kuba bwiza iyo hari ubwisanzure bwo guhitamo inzira ikwiye kandi iyo ikiganiro gishobora gukomeza nta nkomyi, hatitawe ku bidukikije byakoreshejwe.
Ni muri urwo rwego nyine ubwenge bw’ubukorano bugira uruhare mu bya ngombwa. Bitandukanye n’ibyahanuwe bigaragaza ko abakozi benshi bazasimburwa, ubuhanga bwo gukora imibonano mpuzabitsina bwagaragaje akamaro kanini iyo bukora nk’uburyo bwo kwihutisha uburambe. Bukora akazi gasubiramo, bugabanya igihe cyo gusubiza, bushyigikira gusuzuma indwara, kandi bukongera ubushobozi bwo gutanga serivisi zihariye, mu gihe abahanga mu by’ubuhanga bibanda ku manza zisaba ubushishozi, impuhwe, no gufata ibyemezo.
Iri suzuma rinagaragara mu bushakashatsi mpuzamahanga. McKinsey abona ko amasosiyete akomeye cyane mu gukoresha ubwenge bw’ubukorano bw’abahanga yerekeje ikoranabuhanga mu kongera umusaruro no gushyigikira gufata ibyemezo, aho kugabanya uruhare rw’abantu mu bikorwa bigoye cyane. Inyungu iri mu guhuza imikorere y’ikoranabuhanga no guteza imbere ubumenyi bw’ikipe.
Ikindi kintu gishimishije ni uguhuza imiyoboro. Mu myaka myinshi, kwagura aho abantu bahurira byari bifitanye isano n'udushya. Muri iki gihe, gutanga telefoni, ibiganiro, porogaramu, imeri, n'imbuga nkoranyambaga ntibikiba ikimenyetso cy'irushanwa. Abaguzi biteze gukomeza. Hari ibintu bike bitera umujinya nko gusobanura ikibazo kimwe inshuro nyinshi kuko buri muyoboro ukora nk'aho ari ikigo cyigenga.
Iyi ishobora kuba ari yo mpinduka ikomeye cyane urwego rwahuye nayo. Ibiganiro byahindutse biva ku gufungura inzira nshya bijya ku ireme ry'urugendo rw'abakiriya. Ntacyo bivuze aho byatangiriye; icyatumye itandukaniro rigaragara ni ukubasha gukemura icyifuzo vuba, mu buryo buhoraho, kandi nta mbaraga zishoboka.
Impinduka mu ikoranabuhanga akenshi ziherekezwa no guhanura vuba. Serivisi ku bakiliya ntiyabuze iyi ngingo. Icyakora, ubunararibonye bugaragaza ko impinduka zikomeye zaturutse ku bushobozi bwo guhuza imiyoboro, gushyiramo ikoranabuhanga rishya, no gutegura abanyamwuga gukorana n'ibikenewe birushaho kuba ingorabahizi.
Amaherezo, wenda isomo rikomeye muri iri hinduka ni naryo ryoroshye: ahazaza h’abakiriya ntihigeze habaho intambara hagati y’ibikoresho cyangwa imiyoboro, haba kuri telefoni, kuganira, cyangwa ubwenge bw’ubukorano. Byahoraga—kandi bizakomeza kuba—ku bijyanye no gusobanukirwa umuguzi, kubaha imiterere ye, no gutanga ubunararibonye bwiza bushoboka mu gihe cyose cy’urugendo rwe
Gustavo Faria ni umuyobozi mukuru w’ishyirahamwe ry’abakozi ba telefoni bo muri Brezili (ABT).
