Mndandanda wa mautumiki, kukwezedwa, malo ogwiritsira ntchito mafoni, ndi mitengo yochokera ku mabanki osiyanasiyana tsopano ndi ofanana ngati nandolo ziwiri mu pod. Malingaliro abwino omwe amachokera kwa atsogoleri amsika amayendetsedwa ndi mabanki ena pakatha milungu ingapo. Mafunde odzipatula komanso njira zodzipatula adasanduka mkuntho ndipo adzakumbukiridwa kwa nthawi yayitali, makamaka ndi mabizinesi omwe sanapulumuke ndipo adasiya kukhalapo. Iwo omwe adapulumuka alimbitsa malamba awo ndipo akuyembekezera nthawi zodekha kuti abwerenso, akukhulupirira Leonid Perminov, Mutu wa Malo Othandizira ku CTI. Chani? M'malingaliro ake, mu zochita zokha za makasitomala kudzera pakuyambitsa maloboti osiyanasiyana olumikizana pogwiritsa ntchito luntha lochita kupanga. Tikukupatsirani zinthu zomwe zasindikizidwa Zomwe zimasindikizidwanso m'mitundu yosindikizidwa komanso yapaintaneti (Ogasiti 2020).
Pamsika wothandizira zachuma, zikuwonekeratu kuti zomwe zakhalapo kale pakuyang'anira zochitika za makasitomala zangowonjezereka, ndipo kulimbana kwa mpikisano pakati pa mabanki kukuyenda mofulumira kwambiri ku ndege yopititsa patsogolo ntchito za makasitomala pamene nthawi imodzi ikukonza ndalama zogwirira ntchito. Pamodzi ndi izi, zofunikira zokhala kwaokha m'magawo ambiri zachepetsa ntchito m'maofesi akubanki, ogula, malo obwereketsa nyumba ndi magalimoto mpaka zero.
M'modzi mwa zofalitsa anatchula: ngakhale kuti m'mizinda yokhala ndi anthu oposa miliyoni ndi zigawo zigawo, malowedwe a banki digito ndi, malinga ndi kuyerekezera zosiyanasiyana, kuchokera 40% mpaka 50%, ziwerengero amanena kuti 25% ya makasitomala akadali kuyendera nthambi banki pa. kamodzi pamwezi. Pachifukwa ichi, vuto lalikulu linabuka lokhudzana ndi mfundo yakuti kasitomala sangathe kufika, koma ntchito ziyenera kugulitsidwa mwanjira ina.
"Cherry on the cake" mu ntchito zamabungwe azachuma mu 2020 ndikusamutsa ogwira ntchito ku ntchito zakutali, pomwe nkhani zowunikira magwiridwe antchito ndi magwiridwe antchito, chitetezo chazidziwitso zantchito, ndikusunga chinsinsi chakubanki mukamagwira ntchito kunyumba. makamaka pachimake.
Poyang'anizana ndi kusintha kwakukulu kwa zochitika zakunja ndi njira zamkati, ambiri mwa makasitomala athu ochokera kumakampani azachuma adayamba kuyang'ana mwachangu poyambitsa nsanja zatsopano komanso zamakono zomwe zilipo kale, akuyembekeza kupeza piritsi lamatsenga lomwe lingapereke mwayi wopambana. Pankhani yothandiza makasitomala, machitidwe a TOP 5 tsopano akuwoneka motere:
- Maloboti okambilana otengera nzeru zopanga kupanga makina opangira makasitomala.
- Zida zopangira malo abwino komanso omasuka kwa makasitomala akutali.
- Makina ochita ntchito pafupipafupi kuti apititse patsogolo magwiridwe antchito amkati.
- Kugwiritsa ntchito mayankho enieni a omnichannel pakutumikira kutali kuti mukhale ndi kukhulupirika kwamakasitomala.
- Njira zotetezera zidziwitso zowongolera ntchito zakutali.
Ndipo, ndithudi, m'madera onsewa, ife, monga ogwirizanitsa machitidwe, tikuyembekezeka kukhala ndi matekinoloje opambana omwe ndi osavuta kugwiritsa ntchito komanso nthawi yomweyo ogwira mtima kwambiri.
Tiyeni tiwone zomwe mungayembekezere kuchokera pamitu ya "hype", komanso ngati ingabweretsedi kusintha kwakukulu pazantchito, posanthula zomwe zimakonda kwambiri: makina ogwiritsira ntchito makasitomala kudzera pakukhazikitsa maloboti osiyanasiyana olankhulirana pogwiritsa ntchito luntha lochita kupanga.
wakhazikitsa ma projekiti ambiri kuti akhazikitse machitidwe kuti azingogwiritsa ntchito kasitomala, ali ndi chidziwitso chochulukirapo komanso ukadaulo mumitundu yonse yaukadaulo womwe ulipo wa izi. Muzochitika zamakono, aliyense amafuna kulankhulana m'chinenero chachibadwa, ponse pa tchanelo cha mawu komanso m'mawu, kotero machitidwe apamwamba a IVR (Interactive Voice Response) kapena mabatani okankhira-batani akhala achikale ndipo amayambitsa kupsa mtima. Mwamwayi, maloboti olankhulirana tsopano asiya kukhala mautumiki osokonekera omwe samvetsetsa zomwe munthu akufuna, ndipo nthawi zina, makamaka pazokambirana zazifupi, sakhalanso osiyana ndi kulumikizana kwamoyo. Kaya ndi koyenera kuyesetsa kuti loboti ilankhule ngati munthu wamoyo, kapena ngati ndizolondola kutsindika momveka bwino kuti zokambiranazo zikuchitidwa ndi robot - ili ndi funso losiyana, ndipo yankho lolondola limadalira kwambiri vuto likuthetsedwa.
Kukula kogwiritsa ntchito maloboti okambirana m'makampani azachuma tsopano ndikokulirakulira:
- kukhudzana koyamba ndi kasitomala kuti agawane cholinga cha pempho lake;
- zolemba bots pamasamba, malo ochezera a pa Intaneti ndi amithenga apompopompo;
- kusamutsa pempho kwa wogwira ntchito yemwe ali ndi luso lofunikira ndi ziyeneretso;
- kupereka zidziwitso zokhudzana ndi malonda popanda kutenga nawo gawo kwa wothandizira pa malo ochezera;
- kulandiridwa ndi kasitomala watsopano, pomwe loboti ingakuuzeni komwe mungayambire;
- kulembetsa mafomu ndi zikalata;
- automation ntchito HR;
- chizindikiritso cha kasitomala, kuchotsa zidziwitso kuchokera kumabanki ndikuperekedwa kwa kasitomala mwanjira yodzichitira popanda kutengapo gawo kwa wogwiritsa ntchito;
- kufufuza kwa telemarketing;
- ntchito yosonkhanitsa ndi angongole.
Mayankho amakono pamsika ali ndi zambiri:
- ma modules ozindikiritsa mawu achilengedwe okhala ndi zitsanzo zamalankhulidwe omangika;
- zida zopangira zochitika zovuta pamene kuli kofunika kupeza zotsatira zenizeni, osati kungokambirana za nyengo;
- mitundu ya neural network yomwe imapangitsa kuti asaphunzitse loboti mitundu yonse ya katchulidwe ndi kalembedwe ka mawu ndi ziganizo, koma kugwiritsa ntchito zomwe zapezeka mumakampani onse;
- olemba ma script owoneka omwe amapangitsa kuti azitha kupanga mwachangu zochitika zantchito ndikuwunika momwe ntchito yawo ikuyendera;
- zinenero zomwe loboti imatha kumvetsa tanthauzo la zomwe munthu ananena, ngakhale zolinga zingapo zosiyana zimatchulidwa m'mawu amodzi. Izi zikutanthauza kuti mkati mwa gawo limodzi lautumiki, kasitomala atha kupeza mayankho a mafunso ake angapo nthawi imodzi, ndipo safunikira kudutsa magawo angapo otsatizana a script.
Ngakhale magwiridwe antchito olemera, muyenera kumvetsetsa kuti yankho lililonse ndi nsanja yokhala ndi matekinoloje ena ndi magwiridwe antchito omwe amayenera kukhazikitsidwa moyenera. Ndipo ngati mungoganizira za kufotokozera za malonda a pulogalamu ya pulogalamu, ndiye kuti mukhoza kugwera mumsampha wa zoyembekeza zowonjezereka ndikukhumudwitsidwa ndi teknoloji popanda kupeza batani lamatsenga.
Mukakhazikitsa mautumikiwa, nthawi zambiri mumatha kupeza zotsatira zophulika, zomwe zimakhala zodabwitsa kwa makasitomala. Ndipereka zitsanzo zingapo kuchokera muzochita zathu zogwiritsa ntchito machitidwe odzithandizira potengera maloboti olankhulirana, kuwonetsa momwe ma automation awa amagwirira ntchito:
- Pa imodzi mwama projekiti, patatha mwezi umodzi wa dongosolo lomwe limagwira ntchito bwino, pafupifupi 50% yazinthu zamakasitomala zidayamba kuthetsedwa popanda kulowererapo kwa anthu, popeza zopempha zambiri zimatha kufotokozedwa mu algorithm ndikuperekedwa kwa loboti. kuwakonza.
- Kapena, mwachitsanzo, muzochitika zina, chiwongola dzanja chimafika 90% chifukwa nthambizi zimathetsa ntchito zachizolowezi, zobwerezabwereza zopereka zidziwitso. Tsopano ogwiritsira ntchito samataya nthawi kutumikira zinthu zosavuta zotere ndipo amatha kuthana ndi mavuto ovuta kwambiri.
- Ngati zochitikazo ndizovuta kwambiri, kuya kwa kukambirana pakati pa munthu ndi loboti kungafikire masitepe 3-4, omwe amakulolani kuti mudziwe bwino kwambiri malo omwe mukufunafuna nawo ndikumutumikira.
Nthawi zambiri makasitomala athu amawona kuchepa kwakukulu kwa nthawi yobwezera ya machitidwe poyerekeza ndi dongosolo.
Kodi izi zikutanthauza kuti chilichonse chilibe mitambo, ndipo pamapeto pake batani lamatsenga lija "kuti zonse zikhala bwino" lapezeka? Inde sichoncho. Anthu ambiri amayembekeza kuti maloboti amakono amapangidwa m'njira yoti athe kudzazidwa ndi zokambirana zambiri zojambulidwa, ma neural network anzeru adzasanthula izi mwanjira ina, luntha lochita kupanga lipanga mfundo zolondola, ndipo zotsatira zake zidzakhala loboti ya humanoid, kupatulapo. kuti kulibe m'thupi lanyama, koma m'mawu ndi mawu. M'malo mwake, izi sizili choncho, ndipo ma projekiti onse mpaka pano amafunikira chikoka chachikulu kuchokera kwa akatswiri, omwe luso lawo limatsimikizira ngati zingakhale zosangalatsa kuyankhulana ndi loboti iyi, kapena ngati kuyankhulana naye kungayambitse chikhumbo chachikulu chosinthira kwa wogwiritsa ntchito. .
Ndikofunikira kwambiri kuti panthawi yokonzekera polojekitiyi komanso panthawi yomwe ikugwiritsiridwa ntchito, magawo ovomerezeka a polojekitiyo atsatiridwa bwino. Mwachitsanzo, pa izi muyenera:
- dziwani zomwe mukufuna kuti mugwiritse ntchito pazokambirana kuti zizingochitika zokha;
- sonkhanitsani zitsanzo zoyenera za zokambirana zomwe zilipo kale. Izi zikuthandizani kuti muzitha kukonza bwino ntchito ya robot yamtsogolo;
- kumvetsetsa momwe kuyankhulana kumasiyanirana ndi mawu ndi njira zolembera pamitu yomweyi;
- Dziwani zilankhulo zomwe loboti atha kulankhulana nazo, komanso ngati zilankhulo izi zidzasakanizidwa. Izi ndi zoona makamaka kwa Kazakhstan ndi Ukraine, kumene kulankhulana kawirikawiri ikuchitika mu chisakanizo cha zinenero;
- ngati polojekitiyi ikuphatikizapo kugwiritsa ntchito mayankho omwe ali ndi neural network algorithms, lembani molondola zitsanzo za maphunziro;
- kudziwa tanthauzo la kusintha pakati pa nthambi zosiyanasiyana za script;
- Ganizirani momwe zokambiranazo zidzakhalire, zomwe zidzatsimikizire momwe loboti idzayankhulire - m'mawu olembedwa kale kapena kugwiritsa ntchito mawu opangidwa.
Zonsezi zidzakuthandizani kupewa zolakwika panthawi yosankha nsanja ndi wothandizira ndikuyambitsa ntchitoyo mkati mwa nthawi yoyenera.
Kufotokozera mwachidule ulendo wawufupi uwu pamutu womanga bots, malingaliro athu ndi awa:
- Perekani nthawi yokwanira kuti polojekiti iyambe. Koposa kamodzi ndakumana ndi makampani omwe akufuna kupanga chisankho pakatha sabata. Nthawi yeniyeni yokhazikika ya polojekitiyi ndi miyezi 2-3.
- Sankhani nsanja yanu yaukadaulo mosamala kuti igwirizane ndi zosowa zanu. Werengani zolemba pazinthu zapadera. Pa callcenterguru.ru, , pali zosonkhanitsira zabwino za zida ndi zojambulira zama webinars.
- Samalani posankha kampani kuti ikwaniritse ntchito, fufuzani kuti mumvetse bwino mutu wa bots. Lumikizanani ndi makampani angapo ophatikiza, funsani chionetsero cha zinthu zomwe zikugwira ntchito, kapena bwino, pangani zolemba zingapo. Monga lamulo, mapulojekiti ofotokozera amalembedwa patsamba la ochita masewerawa; lembani kapena kuyimbira foni makampaniwa ndikucheza ndi bot. Izi zidzakuthandizani kumvetsetsa momwe polojekitiyi ikuyendera.
- Perekani gulu la akatswiri mkati mwa bungwe kuti agwire ntchitoyo. Iyi ndi njira yokhayo yomwe mungaganizire mawonekedwe ndi zobisika zamabizinesi anu. Musayembekeze kuti dongosololi lidzikhazikitsa lokha.
- Osayembekezera zotsatira pompopompo.
- Posankha, musamangoganizira za mtengo, kuti musalowe muzolepheretsa ntchito pambuyo pake. Mitengo yamtengo wapatali ndi yotakata kwambiri - zosankha zotsika mtengo kwambiri za bots zolembera zimatha kulembedwa pafupifupi pa bondo pogwiritsa ntchito zida zamakono zotumizira mauthenga ndikukhala pafupifupi mfulu, ndi bots okwera mtengo kwambiri, omwe amatha kugwira ntchito m'mawu ndi malemba, ndi zosankha zambiri zosintha, zingawononge mamiliyoni angapo. Mtengo wokhazikitsa bot, kutengera kuchuluka kwake, ukhoza kufika ma ruble mamiliyoni angapo.
- Yambitsani ntchitoyi pang'onopang'ono, ndikulumikiza nthambi zochulukirachulukira za nthambi zongolemba zokha. Palibe maphikidwe apadziko lonse lapansi, ndipo kutumizidwa kwapang'onopang'ono kumakupatsani mwayi wowona kusintha kwamakasitomala anu ngati zolakwika zidapangidwa popanga loboti.
- Zindikirani kuti mulimonse, loboti ili ngati chamoyo chomwe chiyenera kusintha nthawi zonse pamodzi ndi kusintha kwa zinthu zakunja, ndipo sichikhoza kukhazikitsidwa kamodzi kokha.
- Lolani nthawi yoyesa nthawi yomweyo: pokhapokha "kuyesa" dongosolo pa zokambirana zenizeni nthawi zambiri mungapeze zotsatira zapamwamba.
Ngati mutsatira malamulowa, ndiye kuti kusinthika kwapamwamba komanso kosapweteka kwa ntchito zautumiki mothandizidwa ndi ma robot zimakhala zenizeni komanso zotheka. Ndipo lobotiyo idzasangalala kugwira ntchito zomwezo zomwe anthu sakonda kuchita - masiku asanu ndi awiri pa sabata, popanda kupuma, popanda kutopa.
Source: www.habr.com