{"id":19406,"date":"2018-07-09T16:29:22","date_gmt":"2018-07-09T15:29:22","guid":{"rendered":"https:\/\/www.soitron.com\/?p=19406"},"modified":"2022-03-23T16:51:11","modified_gmt":"2022-03-23T15:51:11","slug":"5-dobrych-dovodov-preco-vo-vasej-firme-zaviest-chatbota","status":"publish","type":"post","link":"https:\/\/new.soitron.com\/sk\/5-dobrych-dovodov-preco-vo-vasej-firme-zaviest-chatbota\/","title":{"rendered":"5 dobr\u00fdch d\u00f4vodov, pre\u010do vo va\u0161ej firme zavies\u0165 chatbota."},"content":{"rendered":"

Od chatbotov netreba \u010daka\u0165 z\u00e1zraky. Pri spr\u00e1vne nastaven\u00fdch o\u010dak\u00e1vaniach v\u0161ak vedia by\u0165 chatboti ve\u013emi u\u017eito\u010dn\u00ed.<\/em><\/strong><\/p>\n

Chatboti od z\u00e1kladu zmenia fungovanie firiem. Chatboti s\u00fa nevyhnutn\u00ed pre rast biznisu. Chatboti predstavuj\u00fa bud\u00facnos\u0165 tak\u00e9ho \u010di onak\u00e9ho odvetvia. Na obdobn\u00e9 titulky natrafil v\u00a0ostatn\u00fdch mesiacoch azda ka\u017ed\u00fd. Tak ako sa pri technologick\u00fdch novink\u00e1ch \u010dasto st\u00e1va, aj v\u00a0tomto pr\u00edpade bombastick\u00e9 headliny v\u00a0m\u00e9di\u00e1ch zveli\u010duj\u00fa. Neznamen\u00e1 to v\u0161ak, \u017ee by chatboti v\u00a0r\u00e1mci svojich mo\u017enost\u00ed neboli prospe\u0161n\u00ed.<\/p>\n

V\u010faka technol\u00f3gi\u00e1m strojov\u00e9ho u\u010denia, rast\u00facemu v\u00fdpo\u010dtov\u00e9mu v\u00fdkonu a\u00a0schopnostiam softv\u00e9ru analyzova\u0165 a sprac\u00fava\u0165 ve\u013ek\u00e9 objemy d\u00e1t, dnes s\u00a0nami vedia minim\u00e1lne v\u00a0niektor\u00fdch situ\u00e1ci\u00e1ch komunikova\u0165 na nerozoznanie od \u010dloveka. Nielen\u017ee \u010doraz lep\u0161ie rozumej\u00fa na\u0161im ot\u00e1zkam a\u00a0po\u017eiadavk\u00e1m, ale vedia aj spr\u00e1vne rozhodova\u0165 a\u00a0reagova\u0165, \u010do z\u00a0nich rob\u00ed ide\u00e1lneho pomocn\u00edka agentov v\u00a0kontaktn\u00fdch centr\u00e1ch alebo pri podpore predaja. Najm\u00e4 pre uplatnenie v\u00a0t\u00fdchto oblastiach porastie pod\u013ea prieskumu<\/a> Grand View Research celosvetov\u00fd trh s\u00a0chatbotmi medziro\u010dne v\u00a0priemere o\u00a024,3 % a\u00a0do roku 2025 dosiahne objem 1,23 mld. USD.<\/p>\n

V\u00a0Soitrone<\/a> sme na z\u00e1klade sk\u00fasenost\u00ed z\u00a0trhu zostavili zoznam naj\u010dastej\u0161\u00edch d\u00f4vodov, pre ktor\u00e9 sa na\u0161i z\u00e1kazn\u00edci rozhodli nasadi\u0165 chatbotov a\u00a0pre ktor\u00e9 by o\u00a0tejto technol\u00f3gii mohla uva\u017eova\u0165 aj va\u0161a firma.<\/p>\n

1. Na\u0161i z\u00e1kazn\u00edci komunikuj\u00fa digit\u00e1lne<\/h2>\n

Dnes s\u00edce st\u00e1le viac \u013eud\u00ed na kontaktn\u00e9 centr\u00e1 rad\u0161ej telefonuje, ako p\u00ed\u0161e emaily alebo chatuje. V\u00a0bud\u00facnosti v\u0161ak podiel digit\u00e1lnych kan\u00e1lov na komunik\u00e1ciu firiem so z\u00e1kazn\u00edkmi ur\u010dite porastie.<\/p>\n

Mlad\u00ed \u013eudia, \u010di u\u017e spomedzi takzvan\u00fdch mil\u00e9ni\u00e1lov, \u010di\u017ee dne\u0161n\u00fdch dvadsiatnikov a\u00a0tridsiatnikov, alebo z nasleduj\u00facej gener\u00e1cie Z, ktor\u00e1 svet bez po\u010d\u00edta\u010dov, smartf\u00f3nov a\u00a0internetu ani nikdy nepoznala, skr\u00e1tka chaty ob\u013eubuj\u00fa. Messagingov\u00e9 aplik\u00e1cie WhatsApp, Messenger, WeChat a Viber, u\u017e celosvetovo v\u00a0po\u010dte pou\u017e\u00edvate\u013eov prekonali \u0161tyri najv\u00e4\u010d\u0161ie soci\u00e1lne siete Facebook, Instagram, Twitter a\u00a0LinkedIn.<\/p>\n

Analytici agent\u00fary Gartner v\u00a0preh\u013eade trendov pre roky 2020 a\u017e 2035 tvrdia, \u017ee v\u00a0tomto obdob\u00ed bud\u00fa ma\u0165 mu\u017ei v\u00a0priemere viac interakci\u00ed s\u00a0chatbotmi ako s\u00a0vlastn\u00fdmi partnerkami. Chatboti bud\u00fa rie\u0161i\u0165 a\u017e 85 % z\u00e1kazn\u00edckych po\u017eiadaviek, pri\u010dom pri ka\u017edej interakcii so z\u00e1kazn\u00edkom bud\u00fa v\u00a0priemere o\u00a04 min\u00faty r\u00fdchlej\u0161\u00ed ako \u017eiv\u00fd agent.<\/p>\n

2. Chceme ur\u00fdchli\u0165 vybavovanie z\u00e1kazn\u00edkov<\/h2>\n

Azda ka\u017ed\u00fd u\u017e str\u00e1vil desiatky min\u00fat po\u010d\u00favan\u00edm dokola sa opakuj\u00facej mel\u00f3die, ke\u010f pri telefon\u00e1te do kontaktn\u00e9ho centra \u010dakal, pok\u00fdm agenti vybavia predo\u0161l\u00fdch z\u00e1kazn\u00edkov. Prieskumy v\u0161ak ukazuj\u00fa<\/a>, \u017ee trpezlivos\u0165 \u013eud\u00ed z\u010faleka nie je bezbreh\u00e1 \u2013 pr\u00e1ve naopak, je mimoriadne n\u00edzka. Viac ako min\u00fatu je na vybavenie ochotn\u00fdch \u010daka\u0165 iba 43 % Ameri\u010danov. Iba o\u00a0\u010dosi dlh\u0161ie vydr\u017eia Briti \u2013 po min\u00fate to vzd\u00e1 takmer polovica z\u00a0nich.<\/p>\n

Samozrejme, zamestn\u00e1va\u0165 v\u00a0kontaktnom centre prebytok agentov, ktor\u00ed bud\u00fa \u010das\u0165 pracovnej doby ne\u010dinne \u010daka\u0165 na z\u00e1kazn\u00edka, je n\u00e1kladn\u00e9. Chatboti v\u00a0tomto smere m\u00f4\u017eu v\u00fdrazne pom\u00f4c\u0165 a\u00a0pri klientoch, ktor\u00ed vyu\u017e\u00edvaj\u00fa ako komunika\u010dn\u00fd kan\u00e1l chat alebo email, zaru\u010dia okam\u017eit\u00fa odozvu. Z\u00e1rove\u0148 odbremenia agentov a\u00a0zv\u00fd\u0161ia ich dostupnos\u0165 pre z\u00e1kazn\u00edkov, ktor\u00ed potrebuj\u00fa rie\u0161i\u0165 zlo\u017eitej\u0161ie probl\u00e9my. Chatbot tak m\u00f4\u017ee v\u00fdrazne zv\u00fd\u0161i\u0165 efekt\u00edvnos\u0165 v\u00e1\u0161ho call centra.<\/p>\n

3. Potrebujeme zv\u00fd\u0161i\u0165 konzistenciu slu\u017eieb<\/h2>\n

Pri chatbotoch sa ako jedna z\u00a0hlavn\u00fdch v\u00fdhod \u010dasto uv\u00e1dza, \u017ee na rozdiel od \u017eiv\u00fdch agentov s\u00fa z\u00e1kazn\u00edkom k\u00a0dispoz\u00edcii 24 hod\u00edn ka\u017ed\u00fd de\u0148 v\u00a0t\u00fd\u017edni. Netreba v\u0161ak zab\u00fada\u0165 ani na to, \u017ee chatbot nikdy nem\u00e1 zl\u00fa n\u00e1ladu, nelezie na\u0148 choroba, ani nie je unaven\u00fd po prefl\u00e1movanej noci. A nie je ani znuden\u00fd z\u00a0neust\u00e1le sa opakuj\u00facich \u00fakonov.<\/p>\n

Rozli\u010dn\u00e9 n\u00e1lady a\u00a0em\u00f3cie vcelku prirodzene ovplyv\u0148uj\u00fa nielen efektivitu a\u00a0chybovos\u0165 agentov, ale aj ich pr\u00edvetivos\u0165, kvalitu komunik\u00e1cie a\u00a0t\u00fdm aj v\u00fdsledn\u00fa z\u00e1kazn\u00edcku sk\u00fasenos\u0165. Chatbot m\u00f4\u017ee ma\u0165 slabiny a\u00a0ur\u010dite nedok\u00e1\u017ee v\u0161etko. Rozhodne je v\u0161ak konzistentn\u00fd a\u00a0jeho v\u00fdkonnos\u0165 nie je pozna\u010den\u00e1 okolnos\u0165ami, ktor\u00fdm sa \u013eudia skr\u00e1tka nevyhn\u00fa.<\/p>\n

4. Chceme pom\u00f4c\u0165 agentom kontaktn\u00e9ho centra<\/h2>\n

Chatbot nielen\u017ee je z\u00e1kazn\u00edkom k\u00a0dispoz\u00edcii neust\u00e1le, bez oh\u013eadu na to, ko\u013eko je hod\u00edn a \u010di je sviatok, alebo v\u00edkend. Vie tie\u017e vybavova\u0165 s\u00fa\u010dasne stovky \u010di tis\u00edce klientov, a\u00a0to eventu\u00e1lne aj vo viacer\u00fdch jazykoch. Takisto dok\u00e1\u017ee \u201euva\u017eova\u0165\u201c nad viacer\u00fdmi t\u00e9mami s\u00fa\u010dasne. Napr\u00edklad ist\u00fd chatbot pre n\u00e1bor pri \u00favodnom pohovore s\u00a0uch\u00e1dza\u010dom identifikuje, ak\u00e9 in\u00e9 pracovn\u00e9 ponuky by pre neho mohli by\u0165 najvhodnej\u0161ie.<\/p>\n

Chatbot tak v\u010faka multitaskingu m\u00f4\u017ee nielen \u00faplne nahradi\u0165 niektor\u00e9 \u010dinnosti agentov, ale dok\u00e1\u017ee by\u0165 pre nich aj n\u00e1pomocn\u00fdm kolegom. V\u010faka dostupn\u00fdm technol\u00f3gi\u00e1m na automatick\u00fd prepis telefon\u00e1tov do textu v\u00a0re\u00e1lnom \u010dase a\u00a0schopnosti dne\u0161n\u00e9ho hardv\u00e9ru a\u00a0softv\u00e9ru sprac\u00fava\u0165 okam\u017eite ve\u013ek\u00e9 objemy d\u00e1t, m\u00f4\u017ee chatbot ihne\u010f po\u010das telefonick\u00e9ho rozhovoru agentovi navrhn\u00fa\u0165, ako by mal odpoveda\u0165 a predpripravi\u0165 mu znenie emailu. Pr\u00edpadne vie z\u00e1kazn\u00edkovi odporu\u010di\u0165 najvhodnej\u0161\u00ed produkt a napom\u00e1ha\u0165 tak pri cross-selle alebo up-selle.<\/p>\n

5. Radi by sme oslovovali viac z\u00e1kazn\u00edkov<\/h2>\n

V\u0161etci vieme, \u017ee miera reakci\u00ed z\u00e1kazn\u00edkov na oslovovanie ponukami b\u00fdva n\u00edzka. Preto ka\u017ed\u00e1 firma starostlivo zva\u017euje, v\u00a0akej miere a \u010di v\u00f4bec maj\u00fa agenti nie\u010do akt\u00edvne pon\u00faka\u0165. Chatboti m\u00f4\u017eu by\u0165 v\u00a0tomto smere mimoriadne n\u00e1pomocn\u00ed. Potenci\u00e1lnych klientov dok\u00e1\u017eu oslovova\u0165 automaticky, napr\u00edklad cez chatovacie okienko, ktor\u00e9 sa objav\u00ed n\u00e1v\u0161tevn\u00edkovi webu na obrazovke vpravo dole. Zabezpe\u010dia tak minim\u00e1lne prvotn\u00fa komunik\u00e1ciu a\u00a0v\u00a0pr\u00edpade z\u00e1ujmu odovzdaj\u00fa klienta \u017eiv\u00e9mu agentovi.<\/p>\n

V\u00fdhodou chatbotov je, \u017ee aj ke\u010f prezradia identitu, komunik\u00e1cia s\u00a0nimi m\u00f4\u017ee by\u0165 pomerne osobn\u00e1. by mohla ma\u0165 probl\u00e9m sp\u00fdta\u0165 sa z\u00e1kazn\u00edka, \u010do m\u00e1 r\u00e1d, kde b\u00fdva, alebo kde mieni v\u00a0lete dovolenkova\u0165. Od chatbotov tak\u00e9to ot\u00e1zky v\u00e4\u010d\u0161ina \u013eud\u00ed toleruje a\u00a0vy m\u00f4\u017eete v\u010faka tomu z\u00edska\u0165 cenn\u00e9 d\u00e1ta, ktor\u00e9 sa daj\u00fa vyu\u017ei\u0165 pri ponuke produktov, alebo inej personalizovanej komunik\u00e1cii so z\u00e1kazn\u00edkmi.<\/p>\n

Na\u0161li ste medzi d\u00f4vodmi, pre ktor\u00e9 nasadzuj\u00fa SOITRON*bota na\u0161i z\u00e1kazn\u00edci nie\u010do u\u017eito\u010dn\u00e9 aj pre va\u0161u firmu? <\/strong>Kontaktuje n\u00e1s<\/strong><\/a> a\u00a0dohodnite si nez\u00e1v\u00e4zn\u00fa konzult\u00e1ciu, na z\u00e1klade ktorej identifikujeme pr\u00edle\u017eitosti pre nasadenie chatbota vo va\u0161ej firme a\u00a0na\u010drtneme v\u00e1m mo\u017en\u00e9 rie\u0161enia.<\/strong><\/p>\n

\u010cl\u00e1nok vzikol v spolupr\u00e1ci s M.Vala\u0161ek.<\/p>\n

\u00a0<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Od chatbotov netreba \u010daka\u0165 z\u00e1zraky. Pri spr\u00e1vne nastaven\u00fdch o\u010dak\u00e1vaniach v\u0161ak vedia by\u0165 chatboti ve\u013emi u\u017eito\u010dn\u00ed. Chatboti od z\u00e1kladu zmenia fungovanie firiem. Chatboti s\u00fa nevyhnutn\u00ed pre rast biznisu. Chatboti predstavuj\u00fa bud\u00facnos\u0165 tak\u00e9ho \u010di onak\u00e9ho odvetvia. Na obdobn\u00e9 titulky natrafil v\u00a0ostatn\u00fdch mesiacoch azda ka\u017ed\u00fd. Tak ako sa pri technologick\u00fdch novink\u00e1ch \u010dasto st\u00e1va, aj v\u00a0tomto pr\u00edpade bombastick\u00e9 headliny […]<\/p>\n","protected":false},"author":12,"featured_media":19407,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[33],"tags":[288],"news_categories":[374],"class_list":["post-19406","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clanky","tag-automatizacia","news_categories-komunikacne-riesenia"],"acf":[],"yoast_head":"\n5 d\u00f4vodov pre\u010do zavies\u0165 vo firme chatbota - SOITRON*bot<\/title>\n<meta name=\"description\" content=\"Od chatbotov netreba \u010daka\u0165 z\u00e1zraky. Av\u0161ak pri spr\u00e1vne nastaven\u00fdch o\u010dak\u00e1vaniach vedia by\u0165 chatboti ve\u013emi u\u017eito\u010dn\u00ed. 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