{"id":118380,"date":"2023-07-05T08:52:56","date_gmt":"2023-07-05T06:52:56","guid":{"rendered":"https:\/\/fotc.com\/?p=118380"},"modified":"2023-07-05T09:14:36","modified_gmt":"2023-07-05T07:14:36","slug":"contact-center-ai","status":"publish","type":"post","link":"https:\/\/fotc.com\/ro\/blog\/contact-center-ai\/","title":{"rendered":"Ce este \u0219i cum func\u021bioneaz\u0103 Contact Center AI?"},"content":{"rendered":"\n<p>\u00cen lumea hiperconectat\u0103 \u00een care tr\u0103im, companiile \u00eencearc\u0103 \u00een mod constant s\u0103 ofere experien\u021be excep\u021bionale clien\u021bilor. Pe m\u0103sur\u0103 ce tehnologia continu\u0103 s\u0103 avanseze, centrele de contact apeleaz\u0103 la solu\u021bii de inteligen\u021b\u0103 artificial\u0103 (IA).  Acestea sunt folosite pentru a eficientiza opera\u021biunile, a spori eficien\u021ba \u0219i a oferi experien\u021be personalizate clien\u021bilor. <\/p>\n\n\n\n<p><strong>Contact Center AI <\/strong>de la Google transform\u0103 modul \u00een care companiile interac\u021bioneaz\u0103 cu clien\u021bii lor, revolu\u021bion\u00e2nd tehnologiile dedicate serviciilor pentru clien\u021bi \u0219i stimul\u00e2nd o cre\u0219tere semnificativ\u0103 a afacerii.<\/p>\n\n\n\n<h2 id=\"h-ce-sunt-centrele-de-contact-i-cum-au-revolu-ionat-interac-iunile-cu-clien-ii\">Ce sunt centrele de contact \u0219i cum au revolu\u021bionat interac\u021biunile cu clien\u021bii?<\/h2>\n\n\n\n<p>Centrele de contact sunt hub-uri centralizate \u00een care companiile gestioneaz\u0103 \u0219i gestioneaz\u0103 interac\u021biunile cu clien\u021bii. Un centru de contact permite clien\u021bilor s\u0103 contacteze compania prin diverse canale de comunicare, cum ar fi telefonul, e-mailul, chatul, re\u021belele sociale \u0219i multe altele. <\/p>\n\n\n\n<p>Aceste centre de contact sunt un punct principal de contact \u00eentre companii \u0219i clien\u021bi. Software-ul unui centru de contact agreg\u0103 toate datele ob\u021binute despre client pe toate canalele. Cu aceste date, se creeaz\u0103 profiluri detaliate pentru ace\u0219ti clien\u021bi, iar pe baza lor se pot crea experien\u021be 100% personalizate pentru ace\u0219tia. Companiile pot astfel oferi asisten\u021b\u0103 predictiv\u0103 sau pot beneficia de oportunit\u0103\u021bi noi de v\u00e2nzare.<\/p>\n\n\n\n<p>Odat\u0103 cu apari\u021bia tehnologiei bazat\u0103 pe inteligen\u021bei artificiale, centrele de contact \u00eencorporeaz\u0103 acum solu\u021bii tot mai avansate. Iar popularitatea \u00een cre\u0219tere a acestor centre continu\u0103 s\u0103 transforme \u00eentr-un ritm rapid \u00eentreaga experien\u021b\u0103 digital\u0103 a serviciilor de clien\u021bi.<\/p>\n\n\n\n<h2>Ce este Contact Center AI?<\/h2>\n\n\n\n<p>Contact Center AI este o solu\u021bie creat\u0103 de <a href=\"https:\/\/fotc.com\/ro\/google-cloud-platform\/\" class=\"ek-link\">Google Cloud<\/a> care folose\u0219te inteligen\u021ba artificial\u0103 pentru a \u00eembun\u0103t\u0103\u021bi procesele ce \u021bin de serviciile pentru clien\u021bi. Include o gam\u0103 larg\u0103 de instrumente \u0219i func\u021bii care ajut\u0103 la automatizarea \u0219i eficientizarea interac\u021biunilor dintre companii \u0219i clien\u021bi. <\/p>\n\n\n\n<p>Contact Center AI poate fi folosit pentru a gestiona diverse canale de comunicare: fi apeluri telefonice, chat-uri, mesaje SMS, e-mailuri \u0219i multe altele. Prin valorificarea limbajului natural, \u00eenv\u0103\u021b\u0103rii automate \u0219i recunoa\u0219terea vorbirii, Contact Center AI este capabil s\u0103 analizeze \u0219i s\u0103 r\u0103spund\u0103 la \u00eentreb\u0103rile \u0219i solicit\u0103rile clien\u021bilor \u00een timp real.<\/p>\n\n\n\n<p>Prin utilizarea <a href=\"https:\/\/cloud.google.com\/solutions\/contact-center\" class=\"ek-link\">Contact Center AI<\/a>, companiile pot automatiza anumite aspecte ce \u021bin de client service. Num\u0103r\u0103m aici furnizarea de r\u0103spunsuri pentru FAQ, gestionarea celor mai simple \u00eentreb\u0103ri, programarea \u00eent\u00e2lnirilor, urm\u0103rirea comenzilor \u0219i multe altele. Acest lucru le permite astfel agen\u021bilor s\u0103 economiseasc\u0103 timp \u0219i s\u0103 se concentreze pe sarcini mai complexe \u0219i mai importante.<\/p>\n\n\n\n<p>\u00cen plus, Contact Center AI poate fi integrat cu sistemele existente de CRM (Customer Relationship Management) \u0219i cu alte instrumente pentru a permite un flux perfect de informa\u021bii \u0219i pentru a oferi o experien\u021b\u0103 consecvent\u0103 clien\u021bilor pe diferite canale de comunicare.<\/p>\n\n\n\n<p>Ca rezultat, Contact Center AI ajut\u0103 companiile s\u0103 eficientizeze procesele de client service. Astfel, companiile satisfac mai bine nevoile clien\u021bilor, optimizeaz\u0103 eficien\u021ba agen\u021bilor \u0219i economisesc timp \u0219i resurse.<\/p>\n\n\n\n<h2>Cum func\u021bioneaz\u0103 Contact Center AI?<\/h2>\n\n\n\n<p>Contact Center AI poate asculta, \u00een\u021belege \u0219i interac\u021biona \u00eentr-o manier\u0103 c\u00e2t mai uman\u0103 cu clien\u021bii companiei tale. Centrele de contact constau \u00een opera\u021bionalitatea a multe p\u0103r\u021bi \u0219i departamente, iar lucrurile stau la fel \u0219i pentru Contact Center AI.&nbsp;<\/p>\n\n\n\n<p>Ca s\u0103 simplific\u0103m c\u00e2t mai mult conceptul solu\u021biei, Contact Center AI const\u0103 din patru componente:<\/p>\n\n\n\n<ul><li>Miezul conversa\u021bional,<\/li><li>Agentul virtual,<\/li><li>Consultan\u021ba virtual\u0103,<\/li><li>Partea de statistici.<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-1024x580.jpg\" alt=\"\" class=\"wp-image-116585\" width=\"812\" height=\"459\" srcset=\"https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-1024x580.jpg 1024w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-300x170.jpg 300w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-768x435.jpg 768w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-1536x870.jpg 1536w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-123x70.jpg 123w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-142x80.jpg 142w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-309x175.jpg 309w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-498x282.jpg 498w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-323x183.jpg 323w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1-26x15.jpg 26w, https:\/\/fotc.com\/app\/uploads\/2023\/06\/CCAI_wrap_21_v1.jpg 1923w\" sizes=\"(max-width: 812px) 100vw, 812px\" \/><\/figure><\/div>\n\n\n\n<p><strong>Miezul conversa\u021bional<\/strong> este creierul din spatele \u00eentregului proces, sus\u021bin\u00e2nd conversa\u021bia. Prin utilizarea <strong>API-ului Speech-to-Text<\/strong>, se pot determina cu exactitate a\u0219tept\u0103rile clien\u021bilor indiferent de vocabularul ales, accentul folosit sau lexic. Evolu\u021biile recente au rafinat r\u0103spunsul generat prin Speech-to-Text p\u00e2n\u0103 la punctul \u00een care sun\u0103 natural. \u00cen acest fel, clien\u021bii se angajeaz\u0103 \u00eentr-o conversa\u021bie f\u0103r\u0103 s\u0103 resimt\u0103 frustrarea unei conversa\u021bii cu un robot. Mai departe, <strong>Dialogflow<\/strong> \u00eei ajut\u0103 pe speciali\u0219tii din client service s\u0103 \u00een\u021beleag\u0103 exact inten\u021biile vorbitorului. Astfel, se poate determina pe mai departe cursul conversa\u021biei.<\/p>\n\n\n\n<p>Citi\u021bi mai multe pe subiect: <\/p>\n\n\n\n<ul><li><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-red-color\">Tutorial Speech-To-Text \u00een Google Cloud<\/mark><\/strong><\/li><\/ul>\n\n\n\n<p>Un <strong>agent virtual <\/strong>preia mai departe fluxul de conversa\u021bie descris mai sus. Pe l\u00e2ng\u0103 conversa\u021bia efectiv\u0103 cu clientul, agentul virtual poate trimite sondaje, colecta informa\u021bii de contact \u0219i poate oferi link-uri c\u0103tre alte materiale. <\/p>\n\n\n\n<p>Dac\u0103 discu\u021bia indic\u0103 necesitatea asisten\u021bei live, Google Cloud Contact Center AI va ini\u021bia aceast\u0103 interac\u021biune. Agentul care preia conversa\u021bia prime\u0219te \u00een avans o transcriere a conversa\u021biei anterioare cu agentul virtual. Astfel, acesta nu se va afla \u00een pozi\u021bia de a pune din nou acelea\u0219i \u00eentreb\u0103ri. Acest lucru contribuie, de asemenea, la \u00eembun\u0103t\u0103\u021birea calit\u0103\u021bii serviciilor oferite, deoarece cui \u00eei place s\u0103 r\u0103spund\u0103 la acelea\u0219i \u00eentreb\u0103ri de mai multe ori?<\/p>\n\n\n\n<p>De\u0219i discu\u021bia este preluat\u0103 de un <strong>consultant,<\/strong> acesta poate primi \u00een continuare suport suplimentar sub form\u0103 de r\u0103spunsuri inteligente. Acesta \u00eel va ajuta s\u0103 r\u0103spund\u0103 c\u00e2t mai bine \u00eentreb\u0103rilor clientului.<\/p>\n\n\n\n<p>Drept un ultim pas al solu\u021biei Contact Center AI, pute\u021bi accesa<strong> statistici <\/strong>legate de solu\u021biile oferite \u0219i situa\u021biile ivite. Aici sunt incluse \u0219i statistici despre conversa\u021biile finalizate, \u00een tabele \u0219i diagrame cu care sunt familiariza\u021bi to\u021bi utilizatorii Google. Acest lucru va ajuta, pe termen lung, la o mai bun\u0103 \u00een\u021belegere a nevoilor clien\u021bilor.<\/p>\n\n\n\n<h2>Care sunt companiile care folosesc Contact Center AI?<\/h2>\n\n\n\n<p>Contact Center AI are aplicabilitate \u00een toate tipurile de centre de client service, \u00een special \u00een industria financiar\u0103, a telecomunica\u021biilor \u0219i industria de ospitalitate.<strong> Operatorul american de telecomunica\u021bii T-Mobile<\/strong> folose\u0219te Contact Center AI pentru a eficientiza procedurile ce \u021bin de servicii dedicate clien\u021bilor \u0219i pentru a \u00eembun\u0103t\u0103\u021bi per total experien\u021ba utilizatorilor. Prin utilizarea solu\u021biilor de inteligen\u021b\u0103 artificial\u0103, T-Mobile automatizeaz\u0103 r\u0103spunsuri la \u00eentreb\u0103ri repetitive \u0219i permite interac\u021biunea clien\u021bilor cu service-ul prin diverse canale, cum ar fi chat \u0219i SMS.<\/p>\n\n\n\n<p>Omologul s\u0103u german,<strong> Deutsche Telekom<\/strong>, folose\u0219te Contact Center AI pentru a automatiza acelea\u0219i produri de client service. Cu aceast\u0103 solu\u021bie Google, compania poate gestiona inteligent un num\u0103r mare de \u00eentreb\u0103ri \u0219i poate oferi r\u0103spunsuri rapide \u0219i precise la \u00eentreb\u0103rile clien\u021bilor.<\/p>\n\n\n\n<p>\u00cen industria hotelier\u0103, <strong>Best Western Hotels &amp; Resorts<\/strong>, un lan\u021b hotelier interna\u021bional, a implementat Contact Center AI pentru a \u00eembun\u0103t\u0103\u021bi serviciile oferite \u00een centrele sale de contact. Astfel, compania poate r\u0103spunde rapid \u0219i eficient \u00eentreb\u0103rilor referitoare la rezerv\u0103ri, facilit\u0103\u021bi \u0219i alte informa\u021bii despre hotel.<\/p>\n\n\n\n<p>\u00centre timp, <strong>Banco Bradesco<\/strong>, una dintre cele mai mari b\u0103nci din Brazilia, poate aborda rapid \u00eentreb\u0103ri comune adresate de clien\u021bi. \u00cen acela\u0219i timp, redirec\u021bioneaz\u0103 problemele mai complexe c\u0103tre agen\u021bii corespunz\u0103tori, datorit\u0103 automatiz\u0103rii \u0219i interac\u021biunilor inteligente.<\/p>\n\n\n\n<h2>Utiliz\u0103ri practice ale Contact Center AI<\/h2>\n\n\n\n<ul><li><strong>Agen\u021bi virtuali \u0219i chatbots:<\/strong> aceasta este una dintre cele mai populare aplica\u021bii ale unui Contact Center AI. <\/li><li><strong>Analiza emo\u021bional\u0103<\/strong>: analiz\u00e2nd feedback-ul clien\u021bilor, pute\u021bi aprecia eficien\u021ba AI-ului \u0219i pute\u021bi ajusta serviciul \u00een func\u021bie de nevoie.<\/li><li><strong>Traduceri \u00een timp real<\/strong>: folosind ma\u0219ini virtuale, acest serviciu detecteaz\u0103 limbi str\u0103ine \u0219i ofer\u0103 traduceri pentru acestea \u00een timp real. <\/li><li><strong>Alte nstrumente de asisten\u021b\u0103 AI<\/strong>.<\/li><li><strong>Transcrieri pentru conversa\u021bii<\/strong>: pute\u021bi converti toate \u00eenregistr\u0103rile audio \u00een text pe care le pute\u021bi salva \u0219i p\u0103stra \u00een arhiv\u0103 pentru referin\u021be viitoare. <\/li><\/ul>\n\n\n\n<h2>Avantajele utiliz\u0103rii Contact Center AI \u00een compania dvs.<\/h2>\n\n\n\n<p>Cu Contact Center AI, pute\u021bi r\u0103spunde prompt \u0219i eficient \u00eentreb\u0103rilor \u0219i nevoilor clien\u021bilor dvs. Mai jos, g\u0103si\u021bi o list\u0103 de alte beneficii \u0219i aplica\u021biile lor \u00een cadrul unei companii.<\/p>\n\n\n\n<h3>Elibera\u021bi timpul consultan\u021bilor pentru a se ocupa de problemele reale<\/h3>\n\n\n\n<p>Permi\u021b\u00e2nd agen\u021bilor virtuali s\u0103 gestioneze o parte din conversa\u021bii, consultan\u021bii au mai mult timp pentru a rezolva probleme mai complexe. Eliber\u00e2ndu-le acestora timpul, ve\u021bi \u00eembun\u0103t\u0103\u021bi per total organizarea muncii.<\/p>\n\n\n\n<h3>Suport tehnic 24\/7<\/h3>\n\n\n\n<p>Spre deosebire de consultan\u021bi, Contact Center AI nu are nevoie de repaos sau zile libere. Sistemele bazate pe inteligen\u021b\u0103 artificial\u0103 v\u0103 pot sus\u021bine munca 24\/7. Astfel, v\u0103 asigura\u021bi c\u0103 problemele ridicate de clien\u021bii dvs primesc prompt o solu\u021bie, chiar \u0219i \u00een afara orelor de lucru. Acest lucru este foarte important pentru o pia\u021b\u0103 \u00een care 90% dintre clien\u021bi se a\u0219teapt\u0103 la un r\u0103spuns rapid pentru problemele pe care le ridic\u0103.<\/p>\n\n\n\n<h3>Garan\u021bia unei conversa\u021bii naturale \u0219i fluente<\/h3>\n\n\n\n<p>Tehnologia oferit\u0103 de Google v\u0103 garanteaz\u0103 experien\u021be calitative pentru clien\u021bi. Cu Contact Center AI, clien\u021bii nici nu vor realiza c\u0103 problema lor a fost rezolvat\u0103 \u0219i intermediat\u0103 de un agent virtual. \u0218i chiar dac\u0103 o fac \u00een cele din urm\u0103, dialogul ne\u00eentrerupt \u0219i fluent, urmat de un r\u0103spuns rapid este exact ceea ce clien\u021bii caut\u0103.<\/p>\n\n\n\n<h3>\u00cembun\u0103t\u0103\u021birea fluxurilor de lucru mul\u021bumit\u0103 statisticilor adunate<\/h3>\n\n\n\n<p>Cu datele cumulate din conversa\u021biile cu clien\u021bi, pute\u021bi identifica rapid tendin\u021bele cheie \u0219i pute\u021bi clarifica orice aspecte pe care ace\u0219tia le semnaleaz\u0103 drept confuze. Astfel, pute\u021bi constant s\u0103 v\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi procedurile de lucru \u0219i s\u0103 v\u0103 ajusta\u021bi oferta. <\/p>\n\n\n<div class=\"bg-yellow banners mt-4 mb-4\">\r\n  <div class=\"container \">\r\n    <div class=\"row sw\">\r\n        <div class=\"col-md-7 sw col-12 mb-md-0\">\r\n        <span style=\"margin-bottom: 1rem;\r\n    font-weight: 500;margin-top: 25px;\r\n    line-height: 1.1;\r\n    font-size: 2rem; display: block; color:#fff\">Oferi\u021bi cel mai bun customer service<\/span>\r\n        <\/div>\r\n        <div class=\"col-md-5 sw sww\">\r\n        <img style=\"margin-top:25px;\" src=\"\/app\/uploads\/2023\/02\/FOTC-LOGO-WWW-RGB-RED-2.png\">\r\n        <\/div>\r\n        <\/div>\r\n        <div class=\"row\">\r\n          <div class=\"col-md-7\"><p style=\"color:#fff\">Cu Contact Center AI de la Google<\/p><\/div>\r\n        <div class=\"col-md-5 col-12 text-cent-right\">\r\n        <a class=\"newbtn bannerbtn\" href=\"https:\/\/fotc.com\/ro\/contact\/\">Hai s\u0103 vorbim!<\/a>\r\n        \r\n        <\/div>\r\n    <\/div>\r\n  <\/div>\r\n<\/div>\n\n\n<h2>Cum pute\u021bi implementa Contact Center AI \u00een compania dvs.?<\/h2>\n\n\n\n<p>Dac\u0103 a\u021bi sim\u021bit vreodat\u0103 c\u0103 a trebuit s\u0103 face\u021bi un compromis \u00eentre servicii excelente de client service \u0219i eficien\u021ba opera\u021bional\u0103, atunci Contact Center AI este solu\u021bie pentru dvs. <\/p>\n\n\n\n<p>Dac\u0103 dori\u021bi s\u0103 o implementa\u021bi, dar nu sunte\u021bi sigur cum, contacta\u021bi un partener certificat Google Cloud. Cu ajutorul exper\u021bilor cloud FOTC, pute\u021bi afla cum s\u0103 implementa\u021bi Contact Center AI. Programa\u021bi un apel \u0219i afla\u021bi cum s\u0103 \u00eel integra\u021bi al\u0103turi de o gama larg\u0103 de capabilit\u0103\u021bi Google Cloud.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00cen lumea hiperconectat\u0103 \u00een care tr\u0103im, companiile \u00eencearc\u0103 \u00een mod constant s\u0103 ofere experien\u021be excep\u021bionale clien\u021bilor. Pe m\u0103sur\u0103 ce tehnologia continu\u0103 s\u0103 avanseze, centrele de contact apeleaz\u0103 la solu\u021bii de inteligen\u021b\u0103 artificial\u0103 (IA). Acestea sunt folosite pentru a eficientiza opera\u021biunile, a spori eficien\u021ba \u0219i a oferi experien\u021be personalizate clien\u021bilor. Contact Center AI de la Google&#8230;<\/p>\n","protected":false},"author":19,"featured_media":118381,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_editorskit_title_hidden":false,"_editorskit_reading_time":5,"_editorskit_typography_data":[],"_editorskit_blocks_typography":"","_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}"},"categories":[562],"tags":[1049],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v16.7 (Yoast SEO v19.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ce este \u0219i cum func\u021bioneaz\u0103 Contact Center AI? | FOTC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fotc.com\/ro\/blog\/contact-center-ai\/\" \/>\n<meta property=\"og:locale\" content=\"ro_RO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ce este \u0219i cum func\u021bioneaz\u0103 Contact Center AI? | FOTC\" \/>\n<meta property=\"og:description\" content=\"\u00cen lumea hiperconectat\u0103 \u00een care tr\u0103im, companiile \u00eencearc\u0103 \u00een mod constant s\u0103 ofere experien\u021be excep\u021bionale clien\u021bilor. Pe m\u0103sur\u0103 ce tehnologia continu\u0103 s\u0103 avanseze, centrele de contact apeleaz\u0103 la solu\u021bii de inteligen\u021b\u0103 artificial\u0103 (IA). Acestea sunt folosite pentru a eficientiza opera\u021biunile, a spori eficien\u021ba \u0219i a oferi experien\u021be personalizate clien\u021bilor. 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