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Konsultantów telefonicznych coraz częściej zastępują roboty

Technika w handlu

Konsultantów telefonicznych coraz częściej zastępują roboty

Wtorek, 21 maja 2019
Sztuczna inteligencja rewolucjonizuje systemy głosowej obsługi klientów. Dzięki delegowaniu wirtualnym konsultantom prac niewymagających analizowania sytuacji problemowych, agenci będą się mogli skupić na dopasowywaniu usług do potrzeb klientów, a także obsłużyć znacznie więcej połączeń. Do 2022 roku jedna piąta rozmów z klientem będzie prowadzona przez roboty. Technologią interesują się także biznes, w tym firmy ubezpieczeniowe.
– Pracujemy obecnie nad projektem rozpoznawania mowy. Chcemy go wykorzystać w procesie przyjmowania zgłoszenia szkody w contact center. Większość szkód jest w tej chwili zgłaszanych kanałem telefonicznym, rozmowa trwa około 15 minut i duża część tej rozmowy to zbieranie danych. Proste wysłuchanie tego, co ma klient do powiedzenia i rejestrowanie tego w systemie. I tę część procesu chcemy zautomatyzować – mówi w rozmowie z agencją informacyjną Newseria Innowacje Rafał Stankiewicz, wiceprezes zarządu TUiR WARTA.

W wysłuchaniu klienta i zebraniu niezbędnych informacji żywego konsultanta z powodzeniem może zastąpić wirtualny robot. Dzięki zautomatyzowaniu procesu, pracownicy zyskają więcej czasu na rzeczywistą obsługę klienta i dobór odpowiednich usług pomocnych w likwidacji szkody. Program wykorzystywania voice botów w TUiR Warta jest obecnie na etapie pilotażu. Już około 10 proc. klientów towarzystwa ubezpieczeniowego rozmawia z robotem głosowym.

– W projekcie rozpoznawania mowy zbudowaliśmy wirtualnego konsultanta, który prowadzi rozmowę z klientem, zadaje mu pytania i słucha odpowiedzi. Następnie te odpowiedzi zamienia w dane, które zapisujemy w systemie. W kolejnym kroku konsultant prowadzi rozmowę z klientem w oparciu o te dane i organizuje usługi, organizuje pojazd zastępczy, organizuje warsztat – tłumaczy Rafał Stankiewicz.

Trend polegający na przekazywaniu części obsługi klienta automatom działającym w oparciu o sztuczną inteligencję jest dostrzegalny na całym świecie. 15 maja amerykańska firma Sparkcentral zaoferowała swoim klientom usługę Virtual Agent Framework. Stanowi to uzupełnienie platformy cyfrowej obsługi klienta. Usługa umożliwia wdrażanie wirtualnych agentów (chatbotów) we wszystkich kanałach kontaktu z klientem, takich jak czat, media społecznościowe czy połączenia głosowe. Przełączenie pracy żywego agenta na wirtualnego odbywa się jednym kliknięciem. Dzięki temu prostsze do wykonania zadania delegowane są sztucznej inteligencji. Po ich wypełnieniu rozmowa wraca do tego samego konsultanta, który od początku obsługiwał klienta. Sparkcentral współpracuje z firmami takimi, jak AXA, Western Union czy Netflix.

Warta pełną obsługę wirtualnych konsultantów wdroży w sierpniu tego roku. Tymczasem według analityków Gartnera do 2022 roku 20 proc. interakcji z klientami zostanie obsłużonych przez sztuczną inteligencję. 70 proc. kontaktów z klientem będzie natomiast wspomaganych tą technologią. Z kolei Global Market Insights przewiduje, że rynek inteligentnych asystentów przekroczy do 2024 roku wartość 11,5 mld dol. Coraz większe znaczenie będą zyskiwać wdrożenia w procesie obsługi klienta.

– Ta technologia na pewno pozwoli przyspieszyć proces, np. w sytuacjach, kiedy jest duża liczba zgłoszeń. My się uniezależnimy od liczby konsultantów, będziemy w stanie obsłużyć większą liczbę rozmów. A druga rzecz, bardzo istotny parametr, to to, że konsultanci nie będą się zajmowali tymi prostymi czynnościami polegającymi na zbieraniu danych, będą mieli więcej czasu, żeby zaoferować odpowiednią jakość obsługi, odpowiednie usługi klientowi, które pomogą mu zlikwidować szkodę – przekonuje wiceprezes zarządu TUiR WARTA.



źródło: newseria.pl


tagi: wirtualni asystenci, wirtualni doradcy, sztuczna inteligencja, obsługa klienta, połączenia głosowe, IVA,


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