{"id":38331,"date":"2020-12-02T14:56:33","date_gmt":"2020-12-02T13:56:33","guid":{"rendered":"https:\/\/www.soitron.com\/nova-era-hlasovej-komunikacie\/"},"modified":"2023-04-28T15:07:06","modified_gmt":"2023-04-28T14:07:06","slug":"nova-era-hlasovej-komunikacie","status":"publish","type":"post","link":"https:\/\/new.soitron.com\/sk\/nova-era-hlasovej-komunikacie\/","title":{"rendered":"Nov\u00e1 \u00e9ra hlasovej komunik\u00e1cie"},"content":{"rendered":"

\u00a0<\/em><\/p>\n

V call centr\u00e1ch bol pri interakcii z\u00e1kazn\u00edkov s agentami a syst\u00e9mami automatickej obsluhy volania (IVR) dlh\u00fa dobu jedin\u00fdm komunika\u010dn\u00fdm kan\u00e1lom hlas. S n\u00e1stupom viackan\u00e1lov\u00fdch (omnichannel) kontaktn\u00fdch centier mnoh\u00e9 progn\u00f3zy predpovedali \u00fastup hlasu a vzostup in\u00fdch foriem komunik\u00e1cie, ako napr\u00edklad web chatu, e-mailu, videa, messengerov na soci\u00e1lnych sie\u0165ach a podobne. Modern\u00e9 technol\u00f3gie, ako hlasov\u00e1 analytika v re\u00e1lnom \u010dase, voicebot \u010di umel\u00e1 inteligencia, v\u0161ak v s\u00fa\u010dasnosti umo\u017e\u0148uj\u00fa odbavenie zna\u010dnej \u010dasti komunik\u00e1cie pomocou automatu, ktor\u00fd sa so z\u00e1kazn\u00edkom rozpr\u00e1va prirodzen\u00fdm sp\u00f4sobom a reaguje podobne ako \u017eiv\u00fd \u010dlovek. S\u00fa\u010dasne doch\u00e1dza k v\u00fdrazn\u00e9mu zv\u00fd\u0161eniu efektivity pr\u00e1ce agentov a k zlep\u0161eniu z\u00e1kazn\u00edckej sk\u00fasenosti, tzv. \u201ecustomer experience\u201c.<\/strong><\/p>\n

\u00a0<\/em><\/p>\n

Robot rob\u00ed \u010dloveka menej robotom<\/h2>\n

\u201eDobr\u00fd de\u0148, dovolali ste sa do firmy XY. Ako v\u00e1m m\u00f4\u017eeme pom\u00f4c\u0165?\u201c <\/em>Napr\u00edklad takto m\u00f4\u017ee vyzera\u0165 za\u010diatok rozhovoru s automatick\u00fdm hlasov\u00fdm asistentom (voicebotom<\/a>). Prirodzen\u00fd jazyk a dynamick\u00fd dial\u00f3g s\u00fa pritom z\u00e1kladom celej nasleduj\u00facej komunik\u00e1cie. Na rozdiel od klasick\u00fdch IVR toti\u017e z\u00e1kazn\u00edk nie je ob\u0165a\u017eovan\u00fd zd\u013ahav\u00fdm po\u010d\u00favan\u00edm mo\u017enost\u00ed, ktor\u00e9 ho z v\u00e4\u010d\u0161ej \u010dasti nezauj\u00edmaj\u00fa.\u00a0Agenti kontaktn\u00e9ho centra tak m\u00f4\u017eu by\u0165 pri typick\u00fdch opakuj\u00facich sa \u00faloh\u00e1ch nahraden\u00ed voicebotom<\/strong>. Ten dok\u00e1\u017ee od z\u00e1kazn\u00edka z\u00edska\u0165 d\u00f4le\u017eit\u00e9 \u00fadaje (pri prich\u00e1dzaj\u00facich aj odch\u00e1dzaj\u00facich hovoroch) a z\u00e1rove\u0148 je mu schopn\u00fd poskytn\u00fa\u0165 po\u017eadovan\u00e9 inform\u00e1cie a prepoji\u0165 hovor na spr\u00e1vnu skupinu agentov (tzv. call steering). Voicebot okrem toho dodr\u017eiava definovan\u00fd call flow.<\/p>\n

V\u00fdsledkom spr\u00e1vneho nastavenia voicebota a vo\u013eby vhodn\u00fdch \u00faloh je \u00fapln\u00e9 alebo \u010diasto\u010dn\u00e9 oslobodenie agentov od nudn\u00fdch a opakuj\u00facich sa aktiv\u00edt (napr. overovanie klientov pomocou vopred ur\u010den\u00fdch ot\u00e1zok).<\/p>\n

S\u00favisiaca t\u00e9ma:<\/em>\u00a0Pre\u010d\u00edtajte si viac o softv\u00e9rov\u00fdch robotoch<\/strong><\/a><\/p><\/blockquote>\n

Voicebot prin\u00e1\u0161a aj mnoh\u00e9 benefity<\/h2>\n

\"\"<\/a>Zn\u00ed\u017eenie z\u00e1\u0165a\u017ee kontaktn\u00e9ho centra \u2013 hlasov\u00fd asistent automaticky komunikuje so z\u00e1kazn\u00edkmi a vykon\u00e1va vopred definovan\u00e9 \u00falohy (v\u010faka API integr\u00e1cii a RPA \u2013 robotickej procesnej automatiz\u00e1cii<\/a>).<\/p>\n

\"\"<\/a>Ve\u013ek\u00e1 \u0161k\u00e1lovate\u013enos\u0165 rie\u0161enia \u2013 v\u00fdkonnos\u0165 syst\u00e9mu je obmedzen\u00e1 iba po\u010dtom licenci\u00ed, parametrami pou\u017eit\u00fdch virtu\u00e1lnych serverov a konektivitou k oper\u00e1torovi.<\/p>\n

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

Okam\u017eit\u00e1 reakcia v pr\u00edpade vopred definovanej situ\u00e1cie (napr. prejav nespokojnosti z\u00e1kazn\u00edka). T\u00e1to reakcia je aktivovan\u00e1 na z\u00e1klade online triggerovania.<\/p>\n

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

N\u00edzke n\u00e1klady v porovnan\u00ed s n\u00e1kladmi na agentov kontaktn\u00e9ho centra.<\/p>\n

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

Jednoduch\u00e1 integr\u00e1cia textov\u00fdch v\u00fdstupov do \u0161tandardne pou\u017e\u00edvan\u00fdch analytick\u00fdch n\u00e1strojov.<\/p>\n

Automatick\u00fa komunik\u00e1ciu s voicebotom mo\u017eno roz\u0161\u00edri\u0165 aj o \u010fal\u0161ie funkcie. Jednou z nich je hlasov\u00e1 biometria umo\u017e\u0148uj\u00faca bezpe\u010dn\u00fa autentifik\u00e1ciu klientov, ktor\u00e1 prebieha na z\u00e1klade porovnania ich hlasu s ulo\u017een\u00fdm vzorom (\u201eodtla\u010dkom\u201c). Hlasov\u00fa autentifik\u00e1ciu volaj\u00facich<\/strong> pou\u017e\u00edva napr\u00edklad Tatra banka (na\u0161a pr\u00edpadov\u00e1 \u0161t\u00fadia<\/a>).<\/p>\n

Svet sa zr\u00fdch\u013euje a zn\u00e1my ver\u0161 Jana Nerudu \u2013 \u201ekdo chv\u00edli st\u00e1l, ji\u017e stoj\u00ed opod\u00e1l<\/em>\u201c \u2013 je st\u00e1le aktu\u00e1lnej\u0161\u00ed. S voicebotmi toti\u017e prich\u00e1dza renesancia hlasu, nov\u00e1 \u00e9ra hlasovej komunik\u00e1cie a obsluhy z\u00e1kazn\u00edkov.<\/p>\n

Do popredia sa st\u00e1le viac dost\u00e1vaj\u00fa komunika\u010dn\u00e9 centr\u00e1 vybaven\u00e9 najmodernej\u0161\u00edmi technol\u00f3giami, preto\u017ee aj v\u010faka nim dok\u00e1\u017eu z\u00edskava\u0165 z\u00e1kazn\u00edkov a udr\u017eiava\u0165 ich mieru spokojnosti<\/strong>.<\/p>\n

Slovn\u00ed\u010dek kontaktn\u00fdch centier<\/h2>\n


\n<\/strong>Bot<\/strong> (konkr\u00e9tne chatbot, mailbot, voicebot at\u010f.) \u2013 skratka slova robot. Ide o po\u010d\u00edta\u010dov\u00fd program, ktor\u00fd v pr\u00edpade implement\u00e1cie do kontaktn\u00e9ho centra automaticky komunikuje so z\u00e1kazn\u00edkom prostredn\u00edctvom ur\u010dit\u00e9ho kan\u00e1lu (chat, hlas, soci\u00e1lne siete, firemn\u00e1 webov\u00e1 str\u00e1nka a pod.).
\nVoicebot<\/strong> \u2013 po\u010d\u00edta\u010dov\u00fd program, ktor\u00fd sl\u00fa\u017ei na automatick\u00fa hlasov\u00fa komunik\u00e1ciu s \u013eu\u010fmi.
\nIVR (automatick\u00e9 hlasov\u00e9 syst\u00e9my, Interactive Voice Response)<\/strong>\u00a0\u2013 automatick\u00e1 obsluha volania, hlasov\u00e1 samoobsluha \u2013 hlasov\u00fd syst\u00e9m umo\u017e\u0148uj\u00faci interakciu, pri ktorej s\u00fa generovan\u00e9 inform\u00e1cie, na ktor\u00e9 z\u00e1kazn\u00edk reaguje hlasom alebo t\u00f3novou vo\u013ebou (stla\u010den\u00edm tla\u010didla).
\nCustomer experience<\/strong>\u00a0\u2013 z\u00e1kazn\u00edcka sk\u00fasenos\u0165, spokojnos\u0165 z\u00e1kazn\u00edkov.
\nArtificied intelligence<\/strong>\u00a0(AI)<\/strong>\u00a0\u2013 po slovensky umel\u00e1 inteligencia. Tento odbor informatiky sa zaober\u00e1 tvorbou algoritmov vykazuj\u00facich zn\u00e1mky inteligentn\u00e9ho spr\u00e1vania. Jeho cie\u013eom je vyv\u00edja\u0165 rie\u0161enia schopn\u00e9 simulova\u0165 \u013eudsk\u00e9 myslenie a schopnos\u0165 u\u010di\u0165 sa (pod\u013ea pokynov \u010dloveka, pozorovan\u00edm prebiehaj\u00facich situ\u00e1ci\u00ed a situ\u00e1ci\u00ed z minulosti alebo met\u00f3dou pokus-omyl). \u010casto sa v r\u00e1mci neho vyu\u017e\u00edvaj\u00fa umel\u00e9 neur\u00f3nov\u00e9 siete.
\nOmnichannel<\/strong>\u00a0\u2013 t\u00fdmto slovom je ozna\u010dovan\u00e1 strat\u00e9gia, v r\u00e1mci ktorej sa organiz\u00e1cie sna\u017eia maxim\u00e1lne vyu\u017ei\u0165 viac paraleln\u00fdch predajn\u00fdch kan\u00e1lov a z\u00e1rove\u0148 previaza\u0165 v\u0161etky dostupn\u00e9 komunika\u010dn\u00e9 kan\u00e1ly. Pri pou\u017eit\u00ed omnichannel strat\u00e9gie mo\u017eno perfektne nastavi\u0165 procesy, zbiera\u0165 \u00fadaje o z\u00e1kazn\u00edkoch a ich spr\u00e1van\u00ed a preferovan\u00fdm sp\u00f4sobom komunikova\u0165 s jednotlivcami naprie\u010d online aj offline kan\u00e1lmi.
\nAPI<\/strong>\u00a0(Application Programming Interface) \u2013 ide o s\u00fabor proced\u00far, funkci\u00ed, tried \u010di protokolov ur\u010ditej kni\u017enice (pr\u00edpadne in\u00e9ho programu alebo jadra opera\u010dn\u00e9ho syst\u00e9mu), ktor\u00e9 m\u00f4\u017ee program\u00e1tor vyu\u017ei\u0165. Funkcie API s\u00fa programov\u00e9 celky, ktor\u00e9 program\u00e1tor pou\u017e\u00edva namiesto toho, aby ich s\u00e1m vytv\u00e1ral. Vo\u013en\u00fdm prekladom do sloven\u010diny tak ide o rozhranie sl\u00fa\u017eiace na programovanie aplik\u00e1ci\u00ed. Jednotliv\u00e9 API v praxi umo\u017e\u0148uj\u00fa roz\u0161\u00edrenie funkcionality a automatiz\u00e1ciu ur\u010dit\u00fdch procesov. Zmyslom API je zaistenie komunik\u00e1cie medzi dvoma aplik\u00e1ciami, ktor\u00e9 si vz\u00e1jomne vymie\u0148aj\u00fa \u00fadaje. Vo v\u00fdsledku tak m\u00f4\u017ee program\u00e1tor vyu\u017ei\u0165 u\u017e hotov\u00e9 komponenty a integrova\u0165 ich do svojich vlastn\u00fdch rie\u0161en\u00ed.
\nCall steering<\/strong> (riadenie hovorov) \u2013 voicebot zist\u00ed, \u010do z\u00e1kazn\u00edk potrebuje a n\u00e1sledne ho prepoj\u00ed na pr\u00edslu\u0161n\u00e9ho agenta kontaktn\u00e9ho centra alebo oddelenie. Z\u00e1kazn\u00edk sa v\u010faka tomu nemus\u00ed preklik\u00e1va\u0165 IVR (hlasov\u00fdm rozcestn\u00edkom).<\/p>\n","protected":false},"excerpt":{"rendered":"

\u00a0 V call centr\u00e1ch bol pri interakcii z\u00e1kazn\u00edkov s agentami a syst\u00e9mami automatickej obsluhy volania (IVR) dlh\u00fa dobu jedin\u00fdm komunika\u010dn\u00fdm kan\u00e1lom hlas. S n\u00e1stupom viackan\u00e1lov\u00fdch (omnichannel) kontaktn\u00fdch centier mnoh\u00e9 progn\u00f3zy predpovedali \u00fastup hlasu a vzostup in\u00fdch foriem komunik\u00e1cie, ako napr\u00edklad web chatu, e-mailu, videa, messengerov na soci\u00e1lnych sie\u0165ach a podobne. Modern\u00e9 technol\u00f3gie, ako hlasov\u00e1 analytika […]<\/p>\n","protected":false},"author":30,"featured_media":37931,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[33],"tags":[],"news_categories":[374],"class_list":["post-38331","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clanky","news_categories-komunikacne-riesenia"],"acf":[],"yoast_head":"\nNov\u00e1 \u00e9ra hlasovej komunik\u00e1cie - Soitron<\/title>\n<meta name=\"description\" content=\"Modern\u00e9 technol\u00f3gie, ako hlasov\u00e1 analytika, voicebot \u010di umel\u00e1 inteligencia, v\u0161ak v s\u00fa\u010dasnosti umo\u017e\u0148uj\u00fa odbavenie komunik\u00e1cie pomocou automatu.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nov\u00e1 \u00e9ra hlasovej komunik\u00e1cie - 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