He nui ake ngā kiritaki o ngā kamupene o ēnei rā e rapu ana i ngā otinga tere, ngāwari, me te pono. Heoi, he maha ngā hongere ratonga-whaiaro e whakaratohia ana e ngā whakahaere kāore e tutuki i ēnei tumanakohanga. I whakaatuhia e ngā rangahau a Gartner , ahakoa e 70% o ngā kiritaki e whakamahi ana i ngā hongere ratonga-whaiaro i tētahi wā o tā rātou haerenga ratonga-kiritaki, e 9% anake ka taea te whakatau katoa i ō rātou raruraru mā roto i ēnei kōwhiringa. He maha ngā wā ka arahina rātou ki te whakapā atu ki tētahi kaihoko, ā, ka whakakorea te kaupapa o te wheako ratonga-whaiaro.
Ka taea e tēnei āputa i waenga i ngā tumanakohanga a te kiritaki me te wheako tūturu me ngā hongere ratonga-whaiaro te whakararu nui i te ingoa o tētahi whakahaere me ngā reiti pupuri kiritaki. Ehara i te mea ka whakapai ake noa ngā tauira ratonga-whaiaro whai hua i te wheako me te makona o te kiritaki engari ka arahi hoki ki te penapena utu nui me te whai huatanga whakahaere mā te whakaiti nui i te nui o ngā waea ki ngā pokapū ratonga kiritaki, te whakanui ake i ngā reiti tahuritanga me te whakapai ake i te aukati ratonga-whaiaro, me te whakanui ake i ngā wā whakatau whakapā tuatahi, ka āwhina i ngā whakahaere ki te whakatau wawe i ngā take. Hei tāpiri, ka whakaratohia e rātou ki ngā kiritaki te mana motuhake, te tere, me te whakawhaiaro e hiahiatia ana e rātou mō ngā otinga tere me te whai hua e hāngai ana ki ā rātou hiahia.
Ahakoa te angitu o tētahi kamupene, me haere tonu ki te auaha, ki te urutau, me te whakarongo ki āna kiritaki kia pai ake ai, kia whakawhaiarotia ai hoki te wheako o te kiritaki. Ahakoa e whakapono ana te 81% o ngā waitohu e tino mārama ana rātou ki ā rātou kiritaki, e 46% anake o ngā kiritaki o te ao e whakaae ana, e whakaatu ana i te hiahia kia whakapai ake i ngā wheako o te kiritaki. Hei tāpiri, e 64% o ngā kiritaki e kī ana ka whakarērea e rātou tētahi waitohu mēnā kāore i whakawhaiarotia ō rātou wheako ( Pūrongo Whakauru Kiritaki 2024 ).
I roto i te ao whakataetae, he mea nui te hono i te āputa i waenga i ngā tumanakohanga a te kiritaki me te ao tūturu ina tae mai ki ngā hongere ratonga-whaiaro mō te angitu o te pakihi. Ka pā mai pea ngā hua kino ki te kore e tutuki i ngā tumanakohanga a te kiritaki. Nō reira, he maha ngā kamupene e aro nui ana ki te whakakore i ngā wāhi taupatupatu me te aro atu ki ngā āwangawanga a te kiritaki – ā, ko te mātauranga horihori (AI), me ngā raraunga kiritaki tūturu, koinei pea te kī ki tō rātou angitu.
E ai ki tētahi rangahau a te BBC i tata nei , e mōhio ana ngā kaiārahi pakihi o te ao ki ngā painga o te AI, engari e whakaae ana kāore ā rātou whakahaere i te rite ki te whakamahi i te AI nā te mea kāore anō kia tautuhia e rātou tētahi rautaki e pai ana ki a rātou, e tino mārama ana rānei.
te whakauru i ngā taputapu AI ki roto i ngā rautaki ratonga kiritaki mō ngā kamupene e hiahia ana ki te whakapai ake i te wheako kiritaki. Ka taea e te AI te tātari i ngā rahinga nui o ngā raraunga kiritaki i te wā tūturu, ka āwhina i ngā kaihoko ratonga ki te whakawhaiaro i ngā taunekeneke me te kore e nui rawa ngā mōhiohio. Ka taea e ngā āhuatanga ratonga-whaiaro e whakamahia ana e te AI, pērā i ngā karetao kōrerorero me ngā kaiawhina mariko, te whakahaere i ngā uiuinga o ia rā, ka hoatu he wā ki ngā kaihoko tangata ki te whakatau i ngā take uaua.
Hei tāpiri atu ki tēnā, ka taea e te AI te whakarato i ngā whakarāpopototanga o ngā taunekeneke o mua me ngā kiritaki ki ngā kaihoko, kia tere ai te mārama me te whakatau i te take e pā ana, kia iti ai te hiahia mō te whakahou me te whakapai ake i te wheako kiritaki. Ehara i te mea ka whakapai ake i te tere me te tika o te ratonga anake, engari ka whakarite hoki kia whai tikanga, kia whaiaro hoki te taunekeneke.
Mā te whakawhanake i tētahi rautaki pūmanawa Whakautu Reo Taunekeneke (IVR) whakaterea e te AI, ka taea hoki e ngā kamupene te whakapai ake i te whai huatanga o te pokapū whakapā mā te aunoa i ngā pātai me ngā mahi noa, me te tuku kōrero uaua ake ki ngā pūkenga kaihoko e tika ana. Inaa, mā te whakapai ake i ngā reiti tautohetohe IVR mā te 5 ki te 20 ōrau me te whakapai ake i ngā reiti motuhēhēnga mā te 15 ki te 25 ōrau ka taea te whakaiti i ngā utu pokapū waea katoa mā te 10 ki te 30 ōrau i roto noa i te toru ki te ono marama .
Ka taea hoki e ia te whakapiki i te whai huatanga o te mahi. Mā te mārama ake ki te kiritaki mā te whakamahi i te AI kōrerorero me te mārama ki te reo maori (NLU), ka taea e ngā kiritaki te pārekareka ki ngā kōrerorero tangata me ngā kaihoko mariko, ka whakaiti i te wā whakatau mā te mārama ki te hiahia o te kiritaki.
Ka taea hoki e te ratonga-whaiaro e whakamahia ana e te AI te āwhina i te whakapai ake i te whānui o ngā kaihoko mā te aunoa i ngā FAQ a te kiritaki e aukati ana i ngā rarangi pokapū whakapā. Ka taea hoki e ia te arahi ki te whakapai tonu i te kaihoko mā te kohikohi i ngā raraunga waea motuhake, te whakamahi i ngā mahi o mua hei matapae i ngā hiahia o te kiritaki, me te whakarei ake i te haerenga IVR.
He mea tino nui te whakarerekē i ngā rautaki ratonga kiritaki hou mā te whakarato i tētahi huinga otinga whakauru e whakarite ana i ngā taunekeneke maeneene puta noa i ngā hongere katoa. Ka taea e ngā kamupene te whakapai ake i te wheako kiritaki mā te hoahoa i ngā haerenga kiritaki e tīmata ana me te ratonga-whaiaro ngāwari, ā, ka piki ake ki te whakatau i ngā take uaua me ngā kaihoko hohe. Ka whiwhi ngā kaihoko i te urunga atu ki ngā raraunga me ngā horopaki wā-tūturu, ka taea ai e rātou te tuku ratonga e kore e whai hua anake engari e aro ana ki te kiritaki.
Nō reira, ka taea te whakapai ake i te AI mō ngā pakihi, me te whakamahi i ōna painga. Mā tēnei ka āwhina i ngā kamupene kia kaua e mōhio noa ki te kiritaki engari kia arotahi hoki ki te kiritaki, ka hua ake he whai wāhitanga me te ROI pai ake.
