Izinkampani namuhla zinamakhasimende aqhubeka nokufuna izixazululo ezisheshayo, ezilula, nezithembekile. Kodwa-ke, iziteshi eziningi zokuzisiza ezinikezwa yizinhlangano azihlangabezani nalokhu okulindelwe. Ucwaningo olwenziwe yiGartner lukhombisile ukuthi, yize ama-70% amakhasimende esebenzisa iziteshi zokuzisiza ngesikhathi esithile ohambweni lwawo lwenkonzo yamakhasimende, ama-9% kuphela akwazi ukuxazulula izinkinga zawo ngokugcwele ngalezi zinketho. Lokhu kuvame ukubaholela ekuthinteni i-ejenti, ngaleyo ndlela kuphikisane nenhloso yesipiliyoni sokuzisiza.
Leli gebe phakathi kokulindelekile kwamakhasimende kanye nokuhlangenwe nakho kwangempela ngeziteshi zokuzisiza lingalimaza kakhulu idumela lenhlangano kanye namazinga okugcinwa kwamakhasimende. Amamodeli okuzisiza asebenzayo awathuthukisi nje kuphela ulwazi lwamakhasimende kanye nokwaneliseka kodwa futhi aholela ekongeni izindleko okukhulu kanye nokusebenza kahle ngokunciphisa kakhulu ivolumu yokushaya ucingo ezikhungweni zesevisi yamakhasimende, ukwandisa amazinga okuphambukisa kanye nokuthuthukisa ukulawulwa kokuzisiza, kanye nokwandisa izikhathi zokuxazulula izinkinga zokuthintana kokuqala, kusiza izinhlangano ukuxazulula izinkinga ngokushesha. Ngaphezu kwalokho, zinikeza amakhasimende ukuzimela, isivinini, kanye nokwenza ngokwezifiso afisa izixazululo ezisheshayo nezisebenzayo ezihambisana nezidingo zawo.
Kungakhathaliseki ukuthi inkampani iphumelela kangakanani, kumele iqhubeke nokuqamba izinto ezintsha, ukuzivumelanisa nezimo, nokulalela amakhasimende ayo ukuze ithuthukise futhi yenze ngokwezifiso ulwazi lwamakhasimende. Ngenkathi ama-81% emikhiqizo ekholelwa ukuthi ayaqonda amakhasimende awo ngokujulile, ama-46% kuphela amakhasimende omhlaba wonke avumelana, okugqamisa isidingo sokuthuthukisa ulwazi lwamakhasimende. Ngaphezu kwalokho, ama-64% abathengi bathi bazoshiya uhlobo lomkhiqizo uma ulwazi lwabo lungenziwanga ngokwezifiso ( Umbiko Wokuzibandakanya Kwamakhasimende ka-2024 ).
Esimweni sokuncintisana, ukuvala igebe phakathi kokulindelwe ngamakhasimende kanye neqiniso uma kukhulunywa ngeziteshi zokuzisiza kubalulekile empumelelweni yebhizinisi. Ukwehluleka ukuhlangabezana nokulindelwe ngamakhasimende kungaba nemiphumela emibi kakhulu. Ngakho-ke, izinkampani eziningi zibeka phambili ukuqedwa kwamaphuzu okungqubuzana futhi zibhekana nokukhathazeka ngamakhasimende ngendlela ephumelelayo - futhi ubuhlakani bokwenziwa (AI), obuhlanganiswe nedatha yamakhasimende yesikhathi sangempela, kungaba yisihluthulelo sempumelelo yabo.
Ngokusho kocwaningo lwakamuva lwe-BBC , abaholi bebhizinisi emhlabeni wonke bayaqaphela izinzuzo ze-AI, kodwa bayavuma ukuthi izinhlangano zabo azikakulungeli ukuyamukela ngoba azikakachazi isu abazizwa bekhululekile ngalo noma abaliqonda ngokugcwele.
Ukufaka amathuluzi e-AI kumasu esevisi yamakhasimende sekubalulekile ezinkampanini ezifuna ukuthuthukisa ulwazi lwamakhasimende. I-AI ingahlaziya inani elikhulu ledatha yamakhasimende ngesikhathi sangempela, isize ama-ejenti esevisi ukuthi enze ngezifiso ukusebenzisana ngaphandle kokukhungatheka ngolwazi. Izici zokuzisiza ezisebenzisa i-AI, njenge-chatbots kanye nabasizi ababonakalayo, zingasingatha imibuzo ejwayelekile, zinikeze ama-ejenti abantu isikhathi esengeziwe sokuxazulula izinkinga eziyinkimbinkimbi.
Ngaphezu kwalokho, i-AI inganikeza ama-ejenti izifinyezo zokuxhumana kwangaphambilini namakhasimende, okubavumela ukuthi baqonde ngokushesha futhi baxazulule inkinga ekhona, kuncishiswe isidingo sokuphindaphinda futhi kuthuthukiswe ulwazi lwamakhasimende. Lokhu akugcini nje ngokuthuthukisa isivinini kanye nokunemba kwensizakalo kodwa futhi kuqinisekisa ukuthi ukuzibandakanya kuyafaneleka futhi kuqondene nomuntu ngamunye.
Ngokuthuthukisa isu lesofthiwe ye-AI-accelerated Interactive Voice Response (IVR), izinkampani zingathuthukisa nokusebenza kahle kwezikhungo zokuxhumana ngokuzenzakalelayo imibuzo nemisebenzi evamile, kanye nokuhambisa izingxoxo eziyinkimbinkimbi kakhulu kusethi yamakhono e-ejenti afanele. Eqinisweni, ukuthuthukisa amazinga okuxabana kwe-IVR ngamaphesenti angu-5 kuya kwangu-20 kanye nokuthuthukisa amazinga okuqinisekisa ngamaphesenti angu-15 kuya kwangu-25 kunganciphisa izindleko zezikhungo zokuxhumana ngo-10 kuya kwangu-30 ezinyangeni ezintathu kuya kweziyisithupha nje kuphela, ngokusho kukaMcKinsey .
Kungaholela nasekusebenzeni kahle okukhulu kokusebenza. Ngokuqonda kangcono ikhasimende ngokusebenzisa i-AI yengxoxo kanye nokuqonda ulimi lwemvelo (i-NLU), amakhasimende angajabulela izingxoxo ezifana nezomuntu nama-ejenti abonakalayo, okunciphisa isikhathi sokuxazulula ngokuqonda inhloso yamakhasimende.
Ukuzisebenzela okusebenzisa i-AI kungasiza futhi ekuthuthukiseni i-bandwidth ye-ejenti ngokuzenzakalelayo imibuzo evamile yamakhasimende evame ukuvimba imigqa yesikhungo sokuxhumana. Kungaholela nasekuthuthukisweni okuqhubekayo kwe-ejenti ngokuqoqa idatha yocingo oluyimfihlo, kusetshenziswa izenzo zomlando ukubikezela izidingo zamakhasimende, kanye nokuthuthukisa uhambo lwe-IVR ngokuphindaphindiwe.
Kubaluleke kakhulu ukuguqula amasu esimanje esevisi yamakhasimende ngokuhlinzeka ngesisombululo esihlanganisiwe sezixazululo ezihlela ukusebenzisana okungenamthungo kuzo zonke iziteshi. Izinkampani zingathuthukisa ulwazi lwamakhasimende ngokuklama uhambo lwamakhasimende oluqala ngokuzisebenzela ngendlela enembile futhi luqhubekele phambili ekuxazululeni izinkinga eziyinkimbinkimbi nama-ejenti asebenzayo. Ama-ejenti athola ukufinyelela kudatha yesikhathi sangempela kanye nomongo, okubenza bakwazi ukuletha isevisi engagcini nje ngokusebenza kahle kodwa futhi egxile kumakhasimende.
Ngakho-ke, kungenzeka ukwenza ngcono i-AI yamabhizinisi, kusetshenziswa izinzuzo zayo. Lokhu kusiza izinkampani ukuthi zingagcini nje ngokwazi amakhasimende kodwa futhi zigxile kumakhasimende, okuholela ekubandakanyekeni okungcono kanye ne-ROI.
