Call Center- Lo que deben conocer sobre “Contact Center AI” de Google

La Inteligencia Artificial de Google cada día cobra más fuerza y en el caso de los call o contact center ha generado toda una polémica, ya que con esta nueva tecnología...
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La Inteligencia Artificial de Google cada día cobra más fuerza y en el caso de los call o contact center ha generado toda una polémica, ya que con esta nueva tecnología los detractores opinan que está hecha para sustituir a los operadores; mientras quienes manejan una visión más amplia del negocio opinan que es una manera de optimizar los servicios y el recurso humano.

El ‘Contact Center AI’ de Google está hecho para ser un agente virtual, con la finalidad de que los call centers tengan conectividad con los clientes 24 horas por los 7 días de la semana.

Este sistema cuenta cuenta con aprendizaje automático, que le permitirá emular cada vez más a un operador y responder correctamente las interrogantes de los clientes.

“La inteligencia artificial ofrecida brindará a los operadores herramientas de análisis en vivo (durante las llamadas) y otras claves de asistencia. La idea, explicó, es democratizar el acceso al AI y promover un uso responsable a las empresas”, dijo Fei-Fei Li, científica en jefe de la unidad de Google AI.

“Cuando se realiza una llamada, un agente virtual responde de inmediato a la persona que llama, responde preguntas y realiza tareas por sí mismo”, comentó Li.

Agregó que esta labor del sistema de Google “se complementará con el talento humano en las firmas del rubro de servicios”.


El ‘Contact Center AI’ de Google está hecho para ser un agente virtual, con la finalidad de que los call centers tengan conectividad con los clientes 24 horas por los 7 días de la semana

¿Cómo el borts se apodera de la escena?

Las llamadas de los usuarios son procesadas por un agente virtual y, “a partir de ahí, empieza un proceso de ayuda y aprendizaje de lo que el consumidor quiere”, destacó Li.

Refirió que el aplicativo de Google está diseñado para interpretar las intenciones del cliente que llama a un call center, con la finalidad de atinar si la persona desea o no ser atendida por un operador humano.

“Es una forma de elevar el talento humano y hacer las interacciones más valiosas; una herramienta para poder hacer más práctico y operativo el proceso de llamar a un centro”, resaltó Meerij te Booij, CMO de Genesys, firma global de call centers y soluciones omnicanal.

“Existe la alianza estratégica de la firma para integrarse con la nueva solución de Google Cloud”. Sin embargo, esta no es la primera alternativa de AI para call center pero apuesta a ser una de las más rápidas ya que, según te Booij, el proceso de aprendizaje de los bots tomaría de 24 a 48 horas para que puedan operar eficientemente en los call center.

Con esta alianza, “los clientes de Genesys ahora pueden registrarse para aprender cómo acceder a la nueva integración de la compañía con Google Cloud Contact Center AI”.

http://empresacallcenter.com/2018/08/08/call-center-lo-deben-conocer-contact-center-ai-google/

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