{"id":37714,"date":"2020-11-09T01:19:00","date_gmt":"2020-11-09T00:19:00","guid":{"rendered":"https:\/\/www.soitron.com\/?p=37714"},"modified":"2022-03-18T12:48:30","modified_gmt":"2022-03-18T11:48:30","slug":"voicebot-blog-jj","status":"publish","type":"post","link":"https:\/\/new.soitron.com\/cs\/voicebot-blog-jj\/","title":{"rendered":"Nov\u00e1 \u00e9ra hlasov\u00e9 komunikace"},"content":{"rendered":"

\"\"<\/a>
JAN JI\u0158I\u010cKA<\/p>\n


<\/em>Hlas byl dlouhou dobu jedin\u00fdm komunika\u010dn\u00edm kan\u00e1lem v call centrech p\u0159i interakci z\u00e1kazn\u00edk\u016f s agenty i se syst\u00e9my automatick\u00e9 obsluhy vol\u00e1n\u00ed (IVR). S n\u00e1stupem v\u00edcekan\u00e1lov\u00fdch omnichannel kontaktn\u00edch center mnoh\u00e9 progn\u00f3zy p\u0159edpov\u00eddaly \u00fastup hlasu ve prosp\u011bch jin\u00fdch forem komunikace, jako je web chat, e-mail, video, messengery soci\u00e1ln\u00edch s\u00edt\u00ed a podobn\u011b. Modern\u00ed technologie, mezi kter\u00e9 pat\u0159\u00ed hlasov\u00e1 analytika v re\u00e1ln\u00e9m \u010dase, voicebot a implementace um\u011bl\u00e9 inteligence, v\u0161ak nyn\u00ed umo\u017e\u0148uj\u00ed odbaven\u00ed zna\u010dn\u00e9 \u010d\u00e1sti komunikace p\u0159irozenou \u0159e\u010d\u00ed prost\u0159ednictv\u00edm automatu, kter\u00fd reaguje podobn\u011b jako \u017eiv\u00fd \u010dlov\u011bk. Sou\u010dasn\u011b je dosa\u017eeno v\u00fdrazn\u00e9ho zv\u00fd\u0161en\u00ed efektivity pr\u00e1ce agent\u016f a spole\u010dn\u00fdm jmenovatelem p\u0159itom je zlep\u0161ov\u00e1n\u00ed z\u00e1kaznick\u00e9 zku\u0161enosti, \u201ecustomer experience\u201c.<\/strong><\/p>\n

\u00a0<\/p>\n

Robot d\u011bl\u00e1 \u010dlov\u011bka m\u00e9n\u011b robotem<\/h2>\n

\u201eDobr\u00fd den, dovolali jste se do firmy \u201eXY<\/em>\u201c, jak V\u00e1m m\u016f\u017eeme pomoci?<\/em>\u201c Nap\u0159\u00edklad takto m\u016f\u017ee vypadat zah\u00e1jen\u00ed komunikace s automatick\u00fdm hlasov\u00fdm asistentem neboli voicebotem<\/a>. Tak\u00e9 n\u00e1sleduj\u00edc\u00ed komunikace prob\u00edh\u00e1 formou p\u0159irozen\u00e9ho jazyka a dynamick\u00e9ho dialogu. Z\u00e1kazn\u00edk nen\u00ed obt\u011b\u017eov\u00e1n zdlouhav\u00fdm p\u0159ed\u010d\u00edt\u00e1n\u00edm v\u0161ech mo\u017enost\u00ed klasick\u00fdch IVR, ze kter\u00fdch v\u011bt\u0161inu nepot\u0159ebuje. Typicky opakuj\u00edc\u00ed se procesy agent\u016f kontaktn\u00edho centra mohou b\u00fdt nahrazeny voicebotem<\/strong>, kter\u00fd v odchoz\u00edm i p\u0159\u00edchoz\u00edm sm\u011bru zji\u0161\u0165uje pot\u0159ebn\u00e9 informace od z\u00e1kazn\u00edka, poskytuje mu po\u017eadovan\u00e9 informace a je schopen hovor p\u0159edat na spr\u00e1vnou skupinu agent\u016f (tzv. Call Steering). Voice bot z\u00e1rove\u0148 dodr\u017euje proch\u00e1zen\u00ed definovan\u00fdch call flow.<\/p>\n

Agenti jsou, d\u00edky vhodn\u011b zvolen\u00fdm \u010dinnostem, kter\u00e9 vykon\u00e1v\u00e1 voicebot, pln\u011b nebo \u010d\u00e1ste\u010dn\u011b opro\u0161t\u011bni od opakovan\u00fdch a nudn\u00fdch aktivit (jako je nap\u0159\u00edklad ov\u011b\u0159en\u00ed klienta pomoc\u00ed definovan\u00fdch dotaz\u016f).<\/p>\n

\u00a0<\/p>\n

\n

Souvisej\u00edc\u00ed t\u00e9ma:<\/em> P\u0159e\u010dt\u011bte si v\u00edce o softwarov\u00fdch robotech<\/strong><\/a><\/p>\n<\/blockquote>\n

Voicebot p\u0159in\u00e1\u0161\u00ed tak\u00e9 mnoh\u00e9 benefity<\/h2>\n

\u00a0<\/p>\n

\"\"<\/a>Sn\u00ed\u017een\u00ed z\u00e1t\u011b\u017ee kontaktn\u00edho centra – hlasov\u00fd asistent automaticky komunikuje se z\u00e1kazn\u00edky a prov\u00e1d\u00ed definovan\u00e9 procesy, d\u00edky integraci p\u0159es API a s\u00a0vyu\u017eit\u00edm RPA – robotick\u00e9 procesn\u00ed automatizace<\/a>.<\/p>\n

\"\"<\/a>Vysokou \u0161k\u00e1lovatelnost \u0159e\u0161en\u00ed \u2013 v\u00fdkonnost syst\u00e9mu je omezena pouze po\u010dtem licenc\u00ed, parametry pou\u017eit\u00fdch virtu\u00e1ln\u00edch server\u016f a konektivitou k\u00a0oper\u00e1torovi.<\/p>\n

\"\"<\/a><\/p>\n

Okam\u017eit\u00e1 reakce v p\u0159\u00edpad\u011b definovan\u00e9 situace (nap\u0159\u00edklad projevu nespokojenosti z\u00e1kazn\u00edka) na z\u00e1klad\u011b on-line triggerov\u00e1n\u00ed.<\/p>\n

\"\"<\/a><\/p>\n

N\u00edzk\u00e9 n\u00e1klady ve srovn\u00e1n\u00ed s\u00a0n\u00e1klady na agenty kontaktn\u00edho centra.<\/p>\n

\u00a0<\/p>\n

\"\"<\/a><\/em><\/p>\n

Jednoduch\u00e1 integrace textov\u00fdch v\u00fdstup\u016f do standardn\u011b pou\u017e\u00edvan\u00fdch analytick\u00fdch n\u00e1stroj\u016f.<\/p>\n

\u00a0<\/p>\n

Automatickou komunikaci s voicebotem lze roz\u0161\u00ed\u0159it o dal\u0161\u00ed funkce, jako je hlasov\u00e1 biometrie, zaji\u0161\u0165uj\u00edc\u00ed bezpe\u010dnou autentizaci klient\u016f na z\u00e1klad\u011b srovn\u00e1n\u00ed jejich hlasu s ulo\u017een\u00fdm hlasov\u00fdm vzorkem (\u201eotiskem\u201c), jako p\u0159\u00edklad uve\u010fme \u0159e\u0161en\u00ed<\/strong> hlasov\u00e9 autentizace volaj\u00edc\u00edch<\/strong>, kter\u00e9 bylo pou\u017eito u Tatra banky, viz na\u0161e case study<\/a>.<\/p>\n

Sv\u011bt se zrychluje a \u010d\u00edm d\u00e1l v\u00edce plat\u00ed zn\u00e1m\u00fd ver\u0161 Jana Nerudy: \u201eKdo chv\u00edli st\u00e1l, stoj\u00ed opod\u00e1l.<\/em>\u201c Nasazen\u00ed voicebot\u016f p\u0159in\u00e1\u0161\u00ed novou \u00e9ru hlasov\u00e9 komunikace a obsluhy z\u00e1kazn\u00edk\u016f, renezanci hlasu.<\/p>\n

Komunika\u010dn\u00ed centra vybaven\u00e1 nejnov\u011bj\u0161\u00edmi technologiemi tedy maj\u00ed smysl a dok\u00e1\u017e\u00ed podpo\u0159it jeden z hlavn\u00edch d\u016fvod\u016f sv\u00e9 existence: z\u00edskat a udr\u017eet spokojen\u00e9ho z\u00e1kazn\u00edka.<\/strong><\/p>\n

\u00a0<\/h2>\n

Slovn\u00ed\u010dek kontaktn\u00edch center<\/h2>\n


<\/strong>Bot<\/strong> (konkr\u00e9tn\u011b chatbot, mailbot, voicebot atd.) \u2013 zkratka slova robot. Jde o po\u010d\u00edta\u010dov\u00fd program, kter\u00fd v na\u0161em p\u0159\u00edpad\u011b implementace do kontaktn\u00edch center automaticky komunikuje se z\u00e1kazn\u00edkem p\u0159es dan\u00fd kan\u00e1l, nap\u0159\u00edklad p\u0159es chat, hlas, soci\u00e1ln\u00ed s\u00edt\u011b, firemn\u00ed web a dal\u0161\u00ed kan\u00e1ly.
Voicebot<\/strong> \u2013 po\u010d\u00edta\u010dov\u00fd program ur\u010den\u00fd k automatizovan\u00e9 hlasov\u00e9 komunikaci s lidmi.
IVR (Automatick\u00e9 hlasov\u00e9 syst\u00e9my, Interactive Voice Response)<\/strong> \u2013 automatick\u00e1 obsluha vol\u00e1n\u00ed, hlasov\u00e1 samoobsluha – hlasov\u00fd syst\u00e9m umo\u017e\u0148uj\u00edc\u00ed interakci, p\u0159i kter\u00e9 volaj\u00edc\u00edmu generuje hlasov\u00e9 informace, na n\u011b\u017e z\u00e1kazn\u00edk reaguje hlasem nebo t\u00f3novou volbou (stiskem tla\u010d\u00edtek).
Customer experience<\/strong> \u2013 z\u00e1kaznick\u00e1 zku\u0161enost, spokojenost
Artificied Intelligence<\/strong> (AI)<\/strong> \u2013 \u010desky um\u011bl\u00e1 inteligence, obor informatiky zab\u00fdvaj\u00edc\u00ed se tvorbou algoritm\u016f vykazuj\u00edc\u00edch zn\u00e1mky inteligentn\u00edho chov\u00e1n\u00ed. Jedn\u00e1 se o \u0159e\u0161en\u00ed, kter\u00e9 se sna\u017e\u00ed simulovat lidsk\u00e9 my\u0161len\u00ed a je obvykle schopno se u\u010dit (dle pokyn\u016f \u010dlov\u011bka, pozorov\u00e1n\u00edm nebo porovn\u00e1v\u00e1n\u00edm ji\u017e prob\u011bhl\u00fdch situac\u00ed, nebo na z\u00e1klad\u011b metody pokus-omyl). V\u00a0oboru um\u011bl\u00e9 inteligence se \u010dasto vyu\u017e\u00edvaj\u00ed um\u011bl\u00e9 neuronov\u00e9 s\u00edt\u011b.
Omnichannel<\/strong> – p\u0159edstavuje strategie, kter\u00e9 organizace pou\u017e\u00edvaj\u00ed pro maxim\u00e1ln\u00ed vyu\u017eit\u00ed existence v\u00edce paraleln\u00edch prodejn\u00edch \u010di komunika\u010dn\u00edch kan\u00e1l\u016f. Zaji\u0161\u0165uje prov\u00e1zanost v\u0161ech dostupn\u00fdch komunika\u010dn\u00edch kan\u00e1l\u016f. Pom\u00e1h\u00e1 perfektn\u011b nastavit procesy a sb\u00edrat data o z\u00e1kazn\u00edc\u00edch a jejich chov\u00e1n\u00ed. Lze komunikovat nap\u0159\u00ed\u010d online a offline kan\u00e1ly s ka\u017ed\u00fdm jednotliv\u00fdm z\u00e1kazn\u00edkem preferovan\u00fdm zp\u016fsobem.
API<\/strong> (zkratka pro Application Programming Interface) -jde o sb\u00edrku procedur, funkc\u00ed, t\u0159\u00edd \u010di protokol\u016f n\u011bjak\u00e9 knihovny (ale t\u0159eba i jin\u00e9ho programu nebo j\u00e1dra opera\u010dn\u00edho syst\u00e9mu), kter\u00e9 m\u016f\u017ee program\u00e1tor vyu\u017e\u00edvat. Funkce API jsou programov\u00e9 celky, kter\u00e9 program\u00e1tor pou\u017e\u00edv\u00e1 nam\u00edsto toho, aby je s\u00e1m naprogramoval. Voln\u00fdm p\u0159ekladem do \u010de\u0161tiny se tedy jedn\u00e1 o rozhran\u00ed slou\u017e\u00edc\u00ed k programov\u00e1n\u00ed aplikac\u00ed. V praxi jednotliv\u00e1 API slou\u017e\u00ed k roz\u0161\u00ed\u0159en\u00ed funkcionality a automatizaci ur\u010dit\u00fdch procedur. Smyslem API je zaji\u0161t\u011bn\u00ed komunikace mezi dv\u011bma aplikacemi, kter\u00e9 si vz\u00e1jemn\u011b vym\u011b\u0148uj\u00ed data. Umo\u017e\u0148uj\u00ed tedy vyu\u017e\u00edvat ji\u017e naprogramovan\u00e1 \u0159e\u0161en\u00ed a integrovat je do vlastn\u00edch.
Call steering<\/strong> (\u0159\u00edzen\u00ed hovor\u016f) – z\u00e1kazn\u00edci se nemusej\u00ed proklik\u00e1vat IVR – hlasov\u00fdm rozcestn\u00edkem, ale sta\u010d\u00ed kdy\u017e voicebot prov\u011b\u0159\u00ed, kam by cht\u011bli b\u00fdt spojeni a n\u00e1sledn\u011b p\u0159epne hovor na p\u0159\u00edslu\u0161n\u00e9ho agenta kontaktn\u00edho centra nebo p\u0159\u00edslu\u0161n\u00e9 odd\u011blen\u00ed.<\/p>\n

\u00a0<\/p>\n

\"\"<\/a><\/p>\n\n\n

\"\"<\/figure>
\n

Jan Ji\u0159i\u010dka<\/strong><\/p>\n\n\n\n

Business Consultant<\/p>\n\n\n\n

jan.jiricka@soitron.com<\/u><\/a><\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

JAN JI\u0158I\u010cKA Hlas byl dlouhou dobu jedin\u00fdm komunika\u010dn\u00edm kan\u00e1lem v call centrech p\u0159i interakci z\u00e1kazn\u00edk\u016f s agenty i se syst\u00e9my automatick\u00e9 obsluhy vol\u00e1n\u00ed (IVR). S n\u00e1stupem v\u00edcekan\u00e1lov\u00fdch omnichannel kontaktn\u00edch center mnoh\u00e9 progn\u00f3zy p\u0159edpov\u00eddaly \u00fastup hlasu ve prosp\u011bch jin\u00fdch forem komunikace, jako je web chat, e-mail, video, messengery soci\u00e1ln\u00edch s\u00edt\u00ed a podobn\u011b. Modern\u00ed technologie, mezi kter\u00e9 […]<\/p>\n","protected":false},"author":30,"featured_media":37929,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[144],"tags":[],"news_categories":[373],"class_list":["post-37714","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clanky-cs","news_categories-komunikacni-reseni"],"acf":[],"yoast_head":"\nNov\u00e1 \u00e9ra hlasov\u00e9 komunikace - Soitron<\/title>\n<meta name=\"description\" content=\"Modern\u00ed technologie, mezi kter\u00e9 pat\u0159\u00ed hlasov\u00e1 analytika, voicebot a implementace um\u011bl\u00e9 inteligence, v\u0161ak nyn\u00ed umo\u017e\u0148uj\u00ed odbaven\u00ed komunikace.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nov\u00e1 \u00e9ra hlasov\u00e9 komunikace - 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