{"id":96672,"date":"2026-05-21T15:09:38","date_gmt":"2026-05-21T18:09:38","guid":{"rendered":"https:\/\/www.ecommerceupdate.com.br\/?p=96672"},"modified":"2026-05-21T15:09:44","modified_gmt":"2026-05-21T18:09:44","slug":"91-das-empresas-sofrem-pressao-para-implementar-ia-no-atendimento-ao-cliente-em-2026-aponta-gartner","status":"publish","type":"post","link":"https:\/\/www.ecommerceupdate.com.br\/sk\/91-das-empresas-sofrem-pressao-para-implementar-ia-no-atendimento-ao-cliente-em-2026-aponta-gartner\/","title":{"rendered":"91% spolo\u010dnost\u00ed s\u00fa pod tlakom, aby implementovali AI do slu\u017eieb z\u00e1kazn\u00edkom v roku 2026, hovor\u00ed Gartner"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Umel\u00e1 inteligencia u\u017e nie je experiment\u00e1lnym projektom a zaujala \u00fastredn\u00e9 postavenie v strat\u00e9gi\u00e1ch slu\u017eieb z\u00e1kazn\u00edkom spolo\u010dnost\u00ed Pod\u013ea prieskumu spolo\u010dnosti Gartner 91% glob\u00e1lnych l\u00eddrov v oblasti slu\u017eieb z\u00e1kazn\u00edkom tvrd\u00ed, \u017ee s\u00fa pod priamym tlakom v\u00fdkonn\u00e9ho vedenia, aby implementovali AI v roku 2026.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Z prieskumu tie\u017e vypl\u00fdva, \u017ee 80% organiz\u00e1ci\u00ed pl\u00e1nuje v nasleduj\u00facich mesiacoch transformova\u0165 funkcie slu\u017eieb, zatia\u013e \u010do 84% m\u00e1 v \u00famysle roz\u0161\u00edri\u0165 zru\u010dnosti po\u017eadovan\u00e9 od \u013eudsk\u00fdch agentov na spolupr\u00e1cu s inteligentn\u00fdmi syst\u00e9mami.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pre Maria Marchettiho, gener\u00e1lneho riadite\u013ea Latam of Sinch, teraz trh vstupuje do vyspelej\u0161ej f\u00e1zy konverza\u010dnej AI, kde sa integr\u00e1cia medzi kan\u00e1lmi a kvalita sk\u00fasenost\u00ed st\u00e1vaj\u00fa prioritou. \u201cSpolo\u010dnosti si uvedomili, \u017ee len automatiz\u00e1cia odpoved\u00ed nesta\u010d\u00ed na s\u00fa\u010dasn\u00e9 v\u00fdzvy. Spotrebite\u013e o\u010dak\u00e1va kontext, kontinuitu a prisp\u00f4sobenie v akomko\u013evek kan\u00e1li, \u010di u\u017e ide o WhatsApp, SMS, RCS, hlasov\u00e9 alebo propriet\u00e1rne aplik\u00e1cie, hovor\u00ed Marchetti.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pod\u013ea exekut\u00edvy je tlak na prijatie AI priamo spojen\u00fd so zmenou spotrebite\u013esk\u00e9ho spr\u00e1vania, ktor\u00e1 si vy\u017eiadala okam\u017eit\u00e9 reakcie a cesty bez trenia. \u201cS\u00fa\u010dasn\u00fd z\u00e1kazn\u00edk u\u017e neodde\u013euje \u013eudsk\u00e9 a digit\u00e1lne slu\u017eby. Jednoducho o\u010dak\u00e1va, \u017ee komunik\u00e1cia bude fungova\u0165 bez oh\u013eadu na pou\u017eit\u00fd kan\u00e1l, hovor\u00ed.<br>&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sinch hodnot\u00ed, \u017ee pokrok AI by mal ur\u00fdchli\u0165 invest\u00edcie do omnichannel platforiem a konverza\u010dn\u00fdch spr\u00e1v, najm\u00e4 v sektoroch ako bankovn\u00edctvo, maloobchod, zdravotn\u00edctvo a telekomunik\u00e1cie.\u201c Ve\u013ekou v\u00fdzvou pre spolo\u010dnosti v roku 2026 nebude len implement\u00e1cia AI, ale aj zabezpe\u010denie toho, aby mohla fungova\u0165 bezpe\u010dne, v kontexte a integr\u00e1cii na stupnici pod\u013ea Marchettiho.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u0160t\u00fadia Gartner tie\u017e poukazuje na to, \u017ee organiz\u00e1cie uprednost\u0148uj\u00fa iniciat\u00edvy s\u00favisiace so zlep\u0161ovan\u00edm z\u00e1kazn\u00edckej sk\u00fasenosti, inteligentnou automatiz\u00e1ciou a prev\u00e1dzkovou efekt\u00edvnos\u0165ou. \u201cVid\u00edme d\u00f4le\u017eit\u00fd prechod: zasielanie spr\u00e1v u\u017e nie je len kontaktn\u00fdm kan\u00e1lom a st\u00e1va sa strategickou infra\u0161trukt\u00farou vz\u0165ahov, uzatv\u00e1ra gener\u00e1lny riadite\u013e.<\/p>","protected":false},"excerpt":{"rendered":"<p>A intelig\u00eancia artificial deixou de ser um projeto experimental e passou a ocupar posi\u00e7\u00e3o central nas estrat\u00e9gias de atendimento ao cliente das empresas. Segundo pesquisa da Gartner, 91% dos l\u00edderes [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":83853,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[31,34],"tags":[43,53,79],"class_list":["post-96672","post","type-post","status-publish","format-standard","has-post-thumbnail","category-noticias","category-pesquisas","tag-e-commerce","tag-noticias","tag-pesquisas"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/posts\/96672","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/comments?post=96672"}],"version-history":[{"count":0,"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/posts\/96672\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/media\/83853"}],"wp:attachment":[{"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/media?parent=96672"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/categories?post=96672"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ecommerceupdate.com.br\/sk\/wp-json\/wp\/v2\/tags?post=96672"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}