El impacto de la inteligencia artificial abre nuevas posibilidades a las tecnologías de voz para automatizar el servicio al cliente. Es así como la IA se convierte en una oportunidad sin precedentes para remodelar los centros de contacto y, como consecuencia, mejorar la experiencia del cliente.
En los últimos meses hemos visto cómo las personas, movidas por la situación sanitaria actual, han tenido que intensificar sus interacciones digitales con los diferentes entornos: compras, finanzas, educación, salud, entretenimiento… Esto ha provocado también un gran impulso en la aceleración y adopción de tecnologías disruptivas por parte de las organizaciones, buscando la continuidad de sus negocios, sin perder la calidad en las relaciones con sus clientes. Una de estas tecnologías que ha adquirido mayor relevancia ha sido la inteligencia artificial. Estas interacciones en el entorno digital han multiplicado el número de datos con los que cuentan las empresas, y ahora están buscando la forma de obtener inteligencia de negocio de estos usando la tecnología.
Para conocer el impacto de la inteligencia artificial en los contact center y su efecto en la mejora de la experiencia del cliente, Computing, de la mano de Talkdesk, una solución para centros de contacto en la nube con especial atención en el cuidado de las relaciones con los clientes, organizó un encuentro virtual al que asistieron expertos en sectores de lo más variopintos, desde salud hasta el sector energético, pasando también por sector el público u hostelería, para exponer sus diferentes perspectivas al respecto
«En Talkdesk estamos invirtiendo mucho en inteligencia artificial. Talkdesk es una solución de contact center en la nube muy centrada en el mercado ibérico”, explicó Guilherme Pinheiro, Southern Europe Sales Director de Talkdesk, al comienzo del encuentro. “En nuestra solución utilizamos IA de tres formas, la primera para ayudar a los agentes con las actividades más básicas que apenas aportan valor; la segunda, para ayudar a las personas a responder más rápidamente a la problemática de sus clientes, dando análisis predictivos conversacionales; y, por último, en el área de la seguridad, ahora la mayoría de los agentes están trabajando desde casa, por lo que es esencial utilizar la IA para ayudar a las compañías a monitorizar el comportamiento de sus empleados en busca de patrones problemáticos. En definitiva, creemos que la IA puede ayudarnos a entender y ver mejor, para así poder tomar las mejores decisiones”.
En el área de la educación, contamos con la experiencia de dos universidades que se unieron al encuentro para trasladar sus casos de uso, la UNED y la Universitat de Girona. Así, Didac López Viñas, CIO de la Universitat de Girona, expuso que, “en nuestro caso, dejando a un lado el área de investigación, donde tenemos gente estudiando el impacto ético sobre la aplicación de la IA, estamos aplicando esta tecnología en dos ámbitos. Por un lado, en el propio producto que es la docencia, donde estamos usando análisis de datos inteligente con herramientas de descubrimiento para ver qué estudiantes estamos perdiendo; y, por otro, de cara al ciudadano, con el uso de chatbots con herramientas de aprendizaje, los cuales hemos usado de forma intensiva para poder atender a las consultas masivas que nos han llegado estos meses relacionadas con la Covid”.
Fuente: https://www.computing.es/
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