Inteligența artificială conversațională va reduce costurile forței de muncă necesare în centrele de contact cu până la 80 de miliarde USD în 2026

Marti, 6 Septembrie 2022, Sursa: Club IT&C

Până în 2026, implementările de inteligență artificială (AI) conversațională în centrele de contact vor reduce costurile forței de muncă cu agenții cu până la 80 de miliarde USD, conform estimărilor Gartner. Se estimează că în 2022 volumul cheltuielilor efectuate de utilizatorii finali din întreaga lume pentru soluții de inteligență artificială conversațională din centrele de contact va atinge valoarea de 1,99 miliarde USD.

„Gartner estimează că în prezent există aproximativ 17 milioane de agenți de contact center la nivel mondial”, a declarat Daniel O’Connell, VP analist la Gartner, completând: „Multe organizații se confruntă cu provocarea ridicată de lipsa de personal în rândul agenților și de necesitatea de a reduce cheltuielile cu forța de muncă, care pot reprezenta până la 95% din costurile centrului de contact. Inteligența artificială conversațională sporește eficiența agenților, îmbunătățind în același timp experiența clienților”, a adăugat Daniel O’Connell.

Gartner consideră că una din 10 interacțiuni cu agenții va fi automatizată folosind AI până în 2026, în creștere de la valoarea de circa 1,6% înregistrată pentru interacțiunile ce au loc astăzi. Inteligența artificială conversațională poate automatiza întreaga interacțiune cu clienții unui centru de contact sau o parte a acesteia, atât prin canale vocale, cât și prin canale digitale, prin voiceboți sau chatboți, și se așteaptă că în termen de doi ani va genera beneficii de transformare pentru organizațiile de servicii și asistență pentru clienți.

„În timp ce automatizarea unei interacțiuni complete – cunoscută și sub denumirea de limitare (call containment) sau deviere a apelurilor (call deflection) – corespunde unor economii semnificative de costuri, există și o valoare în limitarea parțială a aplelului, cum ar fi automatizarea identificării numelui clientului, a numărului de identificare și a motivului apelului. Captarea acestor informații folosind AI ar putea reduce până la o treime din timpul de interacțiune care ar fi necesar de obicei unui agent uman”, a spus O’Connell.

Adoptarea este limitată de complexitatea tehnică și peisajul fragmentat al ecosistemului de furnizori de soluții

Deși beneficiile AI conversaționale sunt convingătoare pentru clienți, tehnologia este încă în proces de maturizare. Un peisaj fragmentat al furnizorilor și complexitatea implementărilor vor avea ca rezultat o adoptare limitată în următorii doi ani.

„Implementarea AI conversaționale solicită resurse profesionale costisitoare în domenii precum analiza datelor, graficele de cunoștințe și înțelegerea limbajului natural”, a spus O’Connell. „Odată construite, capacitățile AI conversaționale trebuie să fie susținute, actualizate și menținute în mod continuu, ceea ce duce la costuri suplimentare”, a completat O’Connell.

Implementările complexe, la scară largă, de soluții AI conversaționale pot dura mai mulți ani, pe măsură ce sunt construite mai multe fluxuri de apeluri, iar fluxurile de apeluri existente sunt ajustate pentru a fi îmbunătățite. Gartner estimează un cost de integrare de 1.000 USD până la 1.500 USD per agent AI conversațional, deși unele organizații menționează costuri de până la 2.000 USD per agent. Prin urmare, adoptarea timpurie a IA conversaționale va fi dirijată în principal de organizații cu 2.500 sau mai mulți agenți și care dispun de un buget pentru a implica resursele tehnice necesare.

Clienții Gartner pot citi mai multe în “Market Trend: Conversational AI for Agent Automation Delivers an Efficient Customer Contact Center Experience”.

Analize suplimentare privind tendințele de automatizare vor fi prezentate în cadrul Gartner IT Symposium/Xpo 2022, cele mai importante conferințe la nivel mondial pentru CIO și alți executivi din domeniul IT. Într-o lume care se transformă mai repede ca niciodată, CIO și executivii din IT vor învăța cum să valorifice momentul pentru a oferi viziunea și rezultatele necesare pentru a-și susține organizațiile să facă trecerea la un nivel superior.

Urmăriți pe Twitter știrile și actualizările de la această serie de conferințe folosind #GartnerSYM.

Datele și locațiile viitoare pentru Gartner IT Symposium/Xpo sunt:
17-20 octombrie | Orlando, FL
12-14 septembrie | Gold Coast, Australia
31 octombrie-2 noiembrie | Tokyo, Japonia
7-10 noiembrie | Barcelona, Spania
14-16 noiembrie | India

Articol preluat de pe Club IT&C

Pareri (11)

  • Eric / Miercuri, 14 Septembrie 2022, ora 07:55
    My name’s Eric and I just found your site bizcity.ro.

    It’s got a lot going for it, but here’s an idea to make it even MORE effective.

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    Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It signals you the moment they let you know they’re interested – so that you can talk to that lead while they’re literally looking over your site.

    And once you’ve captured their phone number, with our new SMS Text With Lead feature, you can automatically start a text (SMS) conversation… and if they don’t take you up on your offer then, you can follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.

    CLICK HERE http://boostleadgeneration.com to discover what Talk With Web Visitor can do for your business.

    The difference between contacting someone within 5 minutes versus a half-hour means you could be converting up to 100X more leads today!

    Eric
    PS: Studies show that 70% of a site’s visitors disappear and are gone forever after just a moment. Don’t keep losing them.
    Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
    You have customers waiting to talk with you right now… don’t keep them waiting.
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  • Eric / Luni, 19 Septembrie 2022, ora 09:24
    Cool website!

    My name’s Eric, and I just found your site - bizcity.ro - while surfing the net. You showed up at the top of the search results, so I checked you out. Looks like what you’re doing is pretty cool.

    But if you don’t mind me asking – after someone like me stumbles across bizcity.ro, what usually happens?

    Is your site generating leads for your business?

    I’m guessing some, but I also bet you’d like more… studies show that 7 out 10 who land on a site wind up leaving without a trace.

    Not good.

    Here’s a thought – what if there was an easy way for every visitor to “raise their hand” to get a phone call from you INSTANTLY… the second they hit your site and said, “call me now.”

    You can –

    Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It lets you know IMMEDIATELY – so that you can talk to that lead while they’re literally looking over your site.

    CLICK HERE https://boostleadgeneration.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.

    Time is money when it comes to connecting with leads – the difference between contacting someone within 5 minutes versus 30 minutes later can be huge – like 100 times better!

    That’s why we built out our new SMS Text With Lead feature… because once you’ve captured the visitor’s phone number, you can automatically start a text message (SMS) conversation.

    Think about the possibilities – even if you don’t close a deal then and there, you can follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.

    Wouldn’t that be cool?

    CLICK HERE https://boostleadgeneration.com to discover what Talk With Web Visitor can do for your business.

    You could be converting up to 100X more leads today!
    Eric

    PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
    You have customers waiting to talk with you right now… don’t keep them waiting.
    CLICK HERE https://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro
  • Anitra / Miercuri, 28 Septembrie 2022, ora 11:35
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  • Eric / Duminica, 23 Octombrie 2022, ora 09:07
    My name’s Eric and I just came across your website - bizcity.ro - in the search results.

    Here’s what that means to me…

    Your SEO’s working.

    You’re getting eyeballs – mine at least.

    Your content’s pretty good, wouldn’t change a thing.

    BUT…

    Eyeballs don’t pay the bills.

    CUSTOMERS do.

    And studies show that 7 out of 10 visitors to a site like bizcity.ro will drop by, take a gander, and then head for the hills without doing anything else.

    It’s like they never were even there.

    You can fix this.

    You can make it super-simple for them to raise their hand, say, “okay, let’s talk” without requiring them to even pull their cell phone from their pocket… thanks to Talk With Web Visitor.

    Talk With Web Visitor is a software widget that sits on your site, ready and waiting to capture any visitor’s Name, Email address and Phone Number. It lets you know immediately – so you can talk to that lead immediately… without delay… BEFORE they head for those hills.

    CLICK HERE http://boostleadgeneration.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.

    Now it’s also true that when reaching out to hot leads, you MUST act fast – the difference between contacting someone within 5 minutes versus 30 minutes later is huge – like 100 times better!

    That’s what makes our new SMS Text With Lead feature so powerful… you’ve got their phone number, so now you can start a text message (SMS) conversation with them… so even if they don’t take you up on your offer right away, you continue to text them new offers, new content, and new reasons to do business with you.

    This could change everything for you and your business.

    CLICK HERE http://boostleadgeneration.com to learn more about everything Talk With Web Visitor can do and start turing eyeballs into money.

    Eric
    PS: Talk With Web Visitor offers a FREE 14 days trial – you could be converting up to 100x more leads immediately!
    It even includes International Long Distance Calling.
    Paying customers are out there waiting.
    Starting connecting today by CLICKING HERE http://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro
  • Eric / Duminica, 23 Octombrie 2022, ora 09:20
    My name’s Eric and I just came across your website - bizcity.ro - in the search results.

    Here’s what that means to me…

    Your SEO’s working.

    You’re getting eyeballs – mine at least.

    Your content’s pretty good, wouldn’t change a thing.

    BUT…

    Eyeballs don’t pay the bills.

    CUSTOMERS do.

    And studies show that 7 out of 10 visitors to a site like bizcity.ro will drop by, take a gander, and then head for the hills without doing anything else.

    It’s like they never were even there.

    You can fix this.

    You can make it super-simple for them to raise their hand, say, “okay, let’s talk” without requiring them to even pull their cell phone from their pocket… thanks to Talk With Web Visitor.

    Talk With Web Visitor is a software widget that sits on your site, ready and waiting to capture any visitor’s Name, Email address and Phone Number. It lets you know immediately – so you can talk to that lead immediately… without delay… BEFORE they head for those hills.

    CLICK HERE http://boostleadgeneration.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.

    Now it’s also true that when reaching out to hot leads, you MUST act fast – the difference between contacting someone within 5 minutes versus 30 minutes later is huge – like 100 times better!

    That’s what makes our new SMS Text With Lead feature so powerful… you’ve got their phone number, so now you can start a text message (SMS) conversation with them… so even if they don’t take you up on your offer right away, you continue to text them new offers, new content, and new reasons to do business with you.

    This could change everything for you and your business.

    CLICK HERE http://boostleadgeneration.com to learn more about everything Talk With Web Visitor can do and start turing eyeballs into money.

    Eric
    PS: Talk With Web Visitor offers a FREE 14 days trial – you could be converting up to 100x more leads immediately!
    It even includes International Long Distance Calling.
    Paying customers are out there waiting.
    Starting connecting today by CLICKING HERE http://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro
  • Eric / Duminica, 30 Octombrie 2022, ora 01:54
    Hi, Eric here with a quick thought about your website bizcity.ro...

    I’m on the internet a lot and I look at a lot of business websites.

    Like yours, many of them have great content.

    But all too often, they come up short when it comes to engaging and connecting with anyone who visits.

    I get it – it’s hard. Studies show 7 out of 10 people who land on a site, abandon it in moments without leaving even a trace. You got the eyeball, but nothing else.

    Here’s a solution for you…

    Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. You’ll know immediately they’re interested and you can call them directly to talk with them literally while they’re still on the web looking at your site.

    CLICK HERE http://boostleadgeneration.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.

    It could be huge for your business – and because you’ve got that phone number, with our new SMS Text With Lead feature, you can automatically start a text (SMS) conversation – immediately… and contacting someone in that 5 minute window is 100 times more powerful than reaching out 30 minutes or more later.

    Plus, with text messaging you can follow up later with new offers, content links, even just follow up notes to keep the conversation going.

    Everything I’ve just described is extremely simple to implement, cost-effective, and profitable.

    CLICK HERE http://boostleadgeneration.com to discover what Talk With Web Visitor can do for your business.

    You could be converting up to 100X more eyeballs into leads today!

    Eric
    PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
    You have customers waiting to talk with you right now… don’t keep them waiting.
    CLICK HERE http://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro
  • Henrietta / Marti, 15 Noiembrie 2022, ora 14:20
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  • Eric / Joi, 24 Noiembrie 2022, ora 10:57
    My name’s Eric and I just found your site bizcity.ro.

    It’s got a lot going for it, but here’s an idea to make it even MORE effective.

    Talk With Web Visitor – CLICK HERE http://boostleadgeneration.com for a live demo now.

    Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It signals you the moment they let you know they’re interested – so that you can talk to that lead while they’re literally looking over your site.

    And once you’ve captured their phone number, with our new SMS Text With Lead feature, you can automatically start a text (SMS) conversation… and if they don’t take you up on your offer then, you can follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.

    CLICK HERE http://boostleadgeneration.com to discover what Talk With Web Visitor can do for your business.

    The difference between contacting someone within 5 minutes versus a half-hour means you could be converting up to 100X more leads today!

    Eric
    PS: Studies show that 70% of a site’s visitors disappear and are gone forever after just a moment. Don’t keep losing them.
    Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
    You have customers waiting to talk with you right now… don’t keep them waiting.
    CLICK HERE http://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro
  • Eric / Joi, 24 Noiembrie 2022, ora 19:11
    Hi, my name is Eric and I’m betting you’d like your website bizcity.ro to generate more leads.

    Here’s how:
    Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It signals you as soon as they say they’re interested – so that you can talk to that lead while they’re still there at bizcity.ro.

    Talk With Web Visitor – CLICK HERE https://boostleadgeneration.com for a live demo now.

    And now that you’ve got their phone number, our new SMS Text With Lead feature enables you to start a text (SMS) conversation – answer questions, provide more info, and close a deal that way.

    If they don’t take you up on your offer then, just follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.

    CLICK HERE https://boostleadgeneration.com to discover what Talk With Web Visitor can do for your business.

    The difference between contacting someone within 5 minutes versus a half-hour means you could be converting up to 100X more leads today!

    Try Talk With Web Visitor and get more leads now.

    Eric
    PS: The studies show 7 out of 10 visitors don’t hang around – you can’t afford to lose them!
    Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
    You have customers waiting to talk with you right now… don’t keep them waiting.
    CLICK HERE https://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro
  • Eric / Sambata, 26 Noiembrie 2022, ora 06:54
    Hi, my name is Eric and I’m betting you’d like your website bizcity.ro to generate more leads.

    Here’s how:
    Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It signals you as soon as they say they’re interested – so that you can talk to that lead while they’re still there at bizcity.ro.

    Talk With Web Visitor – CLICK HERE http://boostleadgeneration.com for a live demo now.

    And now that you’ve got their phone number, our new SMS Text With Lead feature enables you to start a text (SMS) conversation – answer questions, provide more info, and close a deal that way.

    If they don’t take you up on your offer then, just follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.

    CLICK HERE http://boostleadgeneration.com to discover what Talk With Web Visitor can do for your business.

    The difference between contacting someone within 5 minutes versus a half-hour means you could be converting up to 100X more leads today!

    Try Talk With Web Visitor and get more leads now.

    Eric
    PS: The studies show 7 out of 10 visitors don’t hang around – you can’t afford to lose them!
    Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
    You have customers waiting to talk with you right now… don’t keep them waiting.
    CLICK HERE http://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro
  • Eric / Duminica, 27 Noiembrie 2022, ora 03:21
    My name’s Eric and I just came across your website - bizcity.ro - in the search results.

    Here’s what that means to me…

    Your SEO’s working.

    You’re getting eyeballs – mine at least.

    Your content’s pretty good, wouldn’t change a thing.

    BUT…

    Eyeballs don’t pay the bills.

    CUSTOMERS do.

    And studies show that 7 out of 10 visitors to a site like bizcity.ro will drop by, take a gander, and then head for the hills without doing anything else.

    It’s like they never were even there.

    You can fix this.

    You can make it super-simple for them to raise their hand, say, “okay, let’s talk” without requiring them to even pull their cell phone from their pocket… thanks to Talk With Web Visitor.

    Talk With Web Visitor is a software widget that sits on your site, ready and waiting to capture any visitor’s Name, Email address and Phone Number. It lets you know immediately – so you can talk to that lead immediately… without delay… BEFORE they head for those hills.

    CLICK HERE https://boostleadgeneration.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.

    Now it’s also true that when reaching out to hot leads, you MUST act fast – the difference between contacting someone within 5 minutes versus 30 minutes later is huge – like 100 times better!

    That’s what makes our new SMS Text With Lead feature so powerful… you’ve got their phone number, so now you can start a text message (SMS) conversation with them… so even if they don’t take you up on your offer right away, you continue to text them new offers, new content, and new reasons to do business with you.

    This could change everything for you and your business.

    CLICK HERE https://boostleadgeneration.com to learn more about everything Talk With Web Visitor can do and start turing eyeballs into money.

    Eric
    PS: Talk With Web Visitor offers a FREE 14 days trial – you could be converting up to 100x more leads immediately!
    It even includes International Long Distance Calling.
    Paying customers are out there waiting.
    Starting connecting today by CLICKING HERE https://boostleadgeneration.com to try Talk With Web Visitor now.

    If you'd like to unsubscribe click here http://boostleadgeneration.com/unsubscribe.aspx?d=bizcity.ro

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