{"id":14161,"date":"2024-06-13T19:16:15","date_gmt":"2024-06-13T17:16:15","guid":{"rendered":"https:\/\/testing.xplaye.com\/ikusi2\/es\/?p=14161"},"modified":"2024-06-13T19:20:26","modified_gmt":"2024-06-13T17:20:26","slug":"contact-centers-evolucion-impulsada-por-ia","status":"publish","type":"post","link":"https:\/\/testing.xplaye.com\/ikusi2\/es\/blog\/contact-centers-evolucion-impulsada-por-ia\/","title":{"rendered":"Contact Centers: Evoluci\u00f3n impulsada por IA"},"content":{"rendered":"\n<p>\u00bfEstamos listos para una adopci\u00f3n a escala de la Inteligencia Artificial (IA) como asistente de nuestra vida cotidiana? Todo parece indicar que s\u00ed. O que, al menos, para all\u00e1 vamos. El despegar de los Large Language Models&nbsp; y los diferentes modelos de IA generativa ha demostrado los m\u00faltiples beneficios de esta tecnolog\u00eda y c\u00f3mo la industria se encuentra en el punto id\u00f3neo para aprovecharla.&nbsp;<\/p>\n\n\n\n<p>Y el p\u00fablico no se queda atr\u00e1s. Por m\u00e1s que divida opiniones, las personas est\u00e1n cada vez m\u00e1s preparadas para utilizar asistentes de IA. No hay m\u00e1s que ver el revuelo generado por la presentaci\u00f3n de productos como los nuevos asistentes personales&nbsp;<a href=\"https:\/\/www.theverge.com\/24084444\/humane-ai-pin-hands-on\" target=\"_blank\" rel=\"noreferrer noopener\">Humane Pin<\/a>&nbsp;y&nbsp;<a href=\"https:\/\/www.theverge.com\/2024\/1\/9\/24030667\/rabbit-r1-ai-action-model-price-release-date\" target=\"_blank\" rel=\"noreferrer noopener\">Rabbit R1<\/a>, que prometen la experiencia de un compa\u00f1ero virtual e impulsado por Inteligencia Artificial en la palma de tu mano.<\/p>\n\n\n\n<p>Si bien estos desarrollos no son perfectos, los asistentes AI son una realidad que avanza a pasos agigantados. Ejemplo claro de esto son los beneficios que los bots conversacionales han tra\u00eddo en el campo de la atenci\u00f3n al cliente. La adopci\u00f3n de estos modelos ha permitido innovaciones que mejoran directamente la experiencia y eficiencia en los Contact Centers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-style:normal;font-weight:100\"><strong>La nueva era de la atenci\u00f3n al cliente<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/testing.xplaye.com\/ikusi2\/mx\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_01-1.jpg\" alt=\"Contact centers impulsados por IA 1\" class=\"wp-image-14162\" srcset=\"https:\/\/testing.xplaye.com\/ikusi2\/es\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_01-1.jpg 1024w, https:\/\/testing.xplaye.com\/ikusi2\/es\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_01-1-300x100.jpg 300w, https:\/\/testing.xplaye.com\/ikusi2\/es\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_01-1-768x256.jpg 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Con clientes que cada vez buscan una mayor calidad de&nbsp; servicio y la atenci\u00f3n multicanal, los agentes de contacto han encontrado en la transformaci\u00f3n digital de los Contact Centers mediante AI una ventaja competitiva.<\/p>\n\n\n\n<p>Implementar bots capaces de comprender y generar respuestas m\u00e1s naturales y complejas ha permitido automatizar tareas que antes necesitaban la intervenci\u00f3n de un ser humano y retrasaban el proceso. La capacidad de estos bots para anticipar las necesidades del cliente y personalizar sus respuestas provee a los clientes interacciones expertas y eficientes en una fracci\u00f3n del tiempo.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-style:normal;font-weight:100\"><strong>Webex Contact Center, un paso adelante<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"512\" src=\"https:\/\/testing.xplaye.com\/ikusi2\/mx\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_02-1.jpg\" alt=\"Contact centers impulsados por IA 2\" class=\"wp-image-14163\" srcset=\"https:\/\/testing.xplaye.com\/ikusi2\/es\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_02-1.jpg 1024w, https:\/\/testing.xplaye.com\/ikusi2\/es\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_02-1-300x150.jpg 300w, https:\/\/testing.xplaye.com\/ikusi2\/es\/wp-content\/uploads\/sites\/2\/2024\/06\/interior_02-1-768x384.jpg 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Las mejoras implementadas en el Contact Center de Webex tan s\u00f3lo a partir de enero del a\u00f1o pasado, demuestran la ventaja que la implementaci\u00f3n de IA puede significar en la industria. Desde innovaciones&nbsp;<em>frontend<\/em>&nbsp;pensadas de cara al cliente, como interacciones m\u00e1s r\u00e1pidas, llamadas personalizadas y la intervenci\u00f3n fluida de expertos, hasta aquellas pensadas en sus agentes, tales como un mejor control, gesti\u00f3n y seguimiento de llamadas, entrada de datos optimizada y autom\u00e1tica, triangulaci\u00f3n con expertos y el soporte de nuevas herramientas.<\/p>\n\n\n\n<p>Ejemplos m\u00e1s espec\u00edficos de esto los encontramos en innovaciones como la nueva Entrada de Datos Optimizada con Microsoft Dynamics y Webex Contact Center, o el soporte con TLS 1.3 y TLS 1.3 y de WebRTC de esta plataforma. Tenemos tambi\u00e9n sus nuevas APIs de b\u00fasqueda con GraphQL y la implementaci\u00f3n del conector ServiceNow en su Contact Center. Estas, entre muchas otras mejoras que, independientemente de su tama\u00f1o, generan un impacto positivo y exponencial en la eficiencia y satisfacci\u00f3n del Contact Center de Webex.&nbsp;<\/p>\n\n\n\n<p>Explora todas las mejoras que la implementaci\u00f3n de IA ha posibilitado para los&nbsp;<a href=\"https:\/\/help.webex.com\/es-co\/article\/o6f77s\/Novedades-para-supervisores-en-Webex-Contact-Center\" target=\"_blank\" rel=\"noreferrer noopener\">supervisores<\/a>, los&nbsp;<a href=\"https:\/\/help.webex.com\/es-co\/article\/n3v7ldh\/Novedades-para-los-agentes-en-Webex-Contact-Center\" target=\"_blank\" rel=\"noreferrer noopener\">agentes<\/a>&nbsp;y los&nbsp;<a href=\"https:\/\/help.webex.com\/es-co\/article\/nv7abhz\/Novedades-para-administradores-de-Webex-Contact-Center\" target=\"_blank\" rel=\"noreferrer noopener\">administradores<\/a>&nbsp;del Contact Center de Webex y descubre por qu\u00e9 esta tecnolog\u00eda est\u00e1 marcando un antes y un despu\u00e9s en la industria de la atenci\u00f3n al cliente.<\/p>\n\n\n\n<p>La Inteligencia Artificial est\u00e1 revolucionando los Contact Centers y la experiencia de cliente, y apenas est\u00e1 en sus inicios. Es hora de considerar el papel que jugar\u00e1 en nuestra vida cotidiana y su impacto en los procesos e interacciones con cliente. De momento, ya est\u00e1 jugando un rol fundamental que les permitir\u00e1 a las empresas mantenerse en un mercado cada vez m\u00e1s digitalizado y exigente.<\/p>\n\n\n\n<p>\u00bfQuieres saber m\u00e1s? Preg\u00fantale a los expertos,&nbsp;<a href=\"https:\/\/testing.xplaye.com\/ikusi2\/es\/donde-estamos\/\" target=\"_blank\" rel=\"noreferrer noopener\">cont\u00e1ctanos<\/a>&nbsp;hoy.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00bfEstamos listos para una adopci\u00f3n a escala de la Inteligencia Artificial (IA) como asistente de nuestra vida cotidiana? Todo parece<\/p>\n","protected":false},"author":39,"featured_media":14164,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[66],"tags":[179,229,230],"temas":[160,161,162,172],"class_list":["post-14161","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-transformacion-de-las-empresas","tag-inteligencia-artificial","tag-webex","tag-contact-center","temas-contact-center","temas-datos-y-analitica","temas-inteligencia-artificial","temas-transformacion-digital"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Contact Centers: Evoluci\u00f3n impulsada por IA - Ikusi ES<\/title>\n<meta name=\"description\" content=\"Explora c\u00f3mo la IA est\u00e1 transformando los Contact Centers, mejorando la experiencia del cliente y la eficiencia operativa. 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