Rondedzero yemasevhisi, kukwidziridzwa, nharembozha yekushandisa interface, uye mutero kubva kumabhangi akasiyana zvave zvakafanana sepizi mbiri mune pod. Mazano akanaka anobva kuvatungamiriri vemusika anozadzikiswa nemamwe mabhanga mukati memavhiki. Mafungu ekuzviparadzanisa nevamwe uye matanho ekugara ari ega akashanduka kuita dutu uye achayeukwa kwenguva yakareba, kunyanya nemabhizinesi ayo asina kupona uye akarega kuvapo. Avo vakapona vakasimbisa mabhandi avo uye vakamirira nguva dzakadzikama kuti vatore mari zvakare, vanotenda Leonid Perminov, Musoro weContact Centers paCTI. Chii? Mune maonero ake, mune otomatiki yebasa revatengi kuburikidza nekuiswa kwemarobhoti akasiyana-siyana anopindirana anobva pahuchenjeri hwekugadzira. Isu tinokupa iwe zvinhu zvakaburitswa Izvo zvinyorwa zvakare zvakatsikiswa mune zvakadhindwa uye online shanduro (Gumiguru 2020).
Mumusika webasa rezvemari, zvinonyatsooneka kuti iyo yaimbove yakatarisana nekutarisa mutengi ruzivo yakangowedzera, uye makwikwi emakwikwi pakati pemabhanga ari kufamba nekumhanya kwakanyanya kune ndege yekuvandudza basa revatengi panguva imwe cheteyo optimization yekushandisa mari. Pamwe chete nemaitiro aya, zvinodikanwa zvekuvharirwa mumatunhu mazhinji zvakadzikisa zviitiko mumahofisi emabhangi, vatengi, mbavha uye nzvimbo dzekukweretesa mota kusvika zero.
Mune chimwe chezvinyorwa yakataurwa: zvisinei nekuti mumaguta ane huwandu hwevanhu vanopfuura miriyoni uye nzvimbo dzematunhu, kupinda kwemabhangi edhijitari, maererano nekufungidzira kwakasiyana, kubva pa40% kusvika ku50%, nhamba dzinoti 25% yevatengi vachiri kushanyira matavi ebhangi. kamwechete pamwedzi. Panyaya iyi, dambudziko rekumanikidza rakamuka rine chekuita nekuti mutengi haagone kusvika panyama, asi masevhisi anofanira kutengeswa neimwe nzira.
Iyo "cherry pakeke" mubasa remasangano emari muna 2020 kuendeswa kwevashandi kubasa riri kure, panguva iyo nyaya dzekutarisa kugadzirwa uye kushanda zvakanaka, kuchengetedza ruzivo rwemaitiro ebasa, uye kuchengetedza kuvanzika kwebhangi kana uchishanda kubva kumba. kunyanya acute.
Mukutarisana nekuchinja kunoshamisa mumashure ekunze uye maitiro emukati, vazhinji vevatengi vedu kubva kuindasitiri yezvemari vakatanga kushingairira kutarisa kuunza hutsva uye hwemazuva ano matekinoroji mapuratifomu, vachitarisira kuwana piritsi remashiripiti rinopa budiriro. Mumunda webasa revatengi, iyo TOP 5 maitiro ikozvino anotaridzika seizvi:
- Marobhoti ekukurukura anoenderana nehungwaru hwekugadzira otomatiki sevhisi yevatengi.
- Zvishandiso zvekugadzira nharaunda inoshanda uye yakasununguka yebasa revatengi riri kure.
- Automation yemaitiro ekuita kuti avandudze kushanda kwemukati maitiro.
- Kushandisa zvechokwadi omnichannel mhinduro dzekushandira kure kusimudzira kuvimbika kwevatengi.
- Ruzivo rwekuchengetedza mhinduro dzekudzora basa riri kure.
Uye, hongu, munzvimbo dzese idzi, isu, semusanganisi wehurongwa, tinotarisirwa kuve nebudiriro matekinoroji ayo ari nyore kuita uye panguva imwechete anoshanda zvakanyanya.
Ngationei zvaunganyatso kutarisira kubva kune "hype" madingindira, uye kana vachinyatso kuunza kuvandudzwa kwakakomba kumasevhisi maitiro, nekuongorora iyo inonyanya kufarirwa kwavari: otomatiki yebasa revatengi kuburikidza nekuunzwa kweakasiyana marobhoti ekukurukurirana anoenderana nehungwaru hwekugadzira.
yaita mapurojekiti mazhinji ekushandisa masisitimu ekuita otomatiki maitiro ebasa revatengi, ane ruzivo rwakakura uye hunyanzvi mumhando dzese dzetekinoroji dziripo dzeizvi. Muzviitiko zvemazuva ano, munhu wese anoda kutaurirana nemutauro wechisikigo, muchiteshi chezwi uye muzvinyorwa, saka masikirwo eIVR (Interactive Voice Response) kana push-button bots agara ave echinyakare uye anokonzera kushatirwa. Neraki, marobhoti ekukurukurirana akarega kuve masevhisi asinganzwisisike izvo munhu anoda, uye mune dzimwe nguva, kunyanya muhurukuro pfupi, ivo havachasiyana nekutaurirana mhenyu. Zvingave zvakakosha kuedza kuti robhoti itaure semunhu mupenyu, kana kuti yakarurama kusimbisa zvakajeka kuti hurukuro iri kuitwa nebhobhoti - uyu mubvunzo wakasiyana unopikisa, uye mhinduro yakarurama inobva pane dambudziko riri kugadziriswa.
Huwandu hwekushandiswa kwemarobhoti ekukurukurirana muindasitiri yezvemari ikozvino hwakakura kwazvo:
- kutanga kuonana nemutengi kurongedza chinangwa chechikumbiro chake;
- mameseji bots pamawebhusaiti, masocial network uye vatumwa pakarepo;
- kuendesa chikumbiro kune mushandi ane hunyanzvi hunodiwa uye hunyanzvi;
- kupa ruzivo pamusoro pezvigadzirwa pasina kubatanidzwa kweanoonana centre opareta;
- kugamuchira kusangana nemutengi mutsva, uko iro robhoti rinogona kukuudza pekutangira;
- kunyoreswa kwezvikumbiro uye zvinyorwa;
- otomatiki yebasa reHR;
- kuzivikanwa kwemutengi, kutorwa kweruzivo kubva kumabhangi masisitimu uye kupihwa kune mutengi nenzira yeotomatiki pasina kubatanidzwa kwemushandisi;
- telemarketing ongororo;
- basa rekuunganidza nevakwereti.
Mhinduro dzemazuva ano pamusika dzine zvakawanda pabhodhi:
- mamodule ekuziva kutaura kwechisikigo ane mamodhiyo emitauro yakavakirwa;
- zvishandiso zvekugadzira mamiriro akaoma kana zvichikosha kuwana mhedzisiro chaiyo, uye kwete kungotaura nezvemamiriro ekunze;
- neural network modhi dzinoita kuti zvibvire kusadzidzisa irobhoti zvachose akasiyana mataurirwo uye zviperengo zvemashoko nemitsara, asi kushandisa ruzivo rwakaunganidzirwa muindasitiri yese;
- vanyori vekuona script vanoita kuti zvikwanisike kukurumidza kugadzira zviitiko zvebasa uye kuongorora kushanda kwebasa ravo;
- mutauro modules iyo robhoti inogona kunzwisisa zvinorehwa nezvakataurwa nemunhu, kunyange kana zvinangwa zvakasiyana-siyana zvakataurwa mumutsara mumwe. Izvi zvinoreva kuti mukati mechikamu chimwe chesevhisi, mutengi anogona kuwana mhinduro kumibvunzo yake yakati wandei kamwechete, uye haafanire kupfuura nematanho akati wandei anotevedzana echinyorwa.
Pasinei nekushanda kwakapfuma kwakadaro, iwe unofanirwa kunzwisisa kuti chero mhinduro ipuratifomu ine humwe hunyanzvi uye kushanda kunoda kugadziridzwa nemazvo. Uye kana iwe uchingotarisa chete parondedzero yekushambadzira yechigadzirwa chesoftware, saka unogona kuwira mumusungo wezvakakwirisa zvinotarisirwa uye kuodzwa mwoyo muhunyanzvi pasina kuwana iro bhatani remashiripiti.
Paunenge uchiita masevhisi akadaro, iwe unogona kazhinji kuwana kuputika mhedzisiro, inova kushamisika kunofadza kune vatengi. Ini ndichapa mienzaniso yakati wandei kubva kumaitiro edu ekushandisa ega-sevhisi masisitimu akavakirwa pamarobhoti ekutaura, achiratidza kuti otomatiki akadaro anoshanda sei:
- Pane imwe yemapurojekiti, mushure memwedzi mumwechete weiyo sisitimu inoshanda mukugadzira maitiro, ingangoita 50% yenyaya dzebasa revatengi dzakatanga kugadziriswa pasina kupindira kwevanhu, sezvo zvizhinji zvezvikumbiro zvinogona kutsanangurwa mune algorithm uye kupihwa kurobhoti. kuzvigadzirisa.
- Kana, semuenzaniso, mune mamwe mamiriro, iyo otomatiki mwero inosvika 90% nekuti matavi aya anogadzirisa maitiro, anodzokorora mabasa ekupa ruzivo rwereferenzi. Iye zvino vashandisi havatambise nguva kushandira nyaya dzakareruka zvakadaro uye vanogona kubata nematambudziko akaomarara.
- Kana mamiriro acho akaoma, kudzika kwenhaurirano pakati pemunhu nerobhoti kunogona kusvika nhanho 3-4, izvo zvinokutendera kuti unyatso kuona nzvimbo yemutengi inofarira uye kumushandira otomatiki.
Vatengi vedu vanowanzo cherechedza kuderedzwa kwakakosha munguva yekubhadhara yemasisitimu kana ichienzaniswa nehurongwa.
Izvi zvinoreva here kuti zvinhu zvese hazvina makore, uye pakupedzisira bhatani remashiripiti "kuti zvese zvifambe" rawanikwa? Chokwadi kwete. Vanhu vazhinji vanotarisira kuti marobhoti emazuva ano akagadzirwa nenzira yekuti anogona kutakurwa nehurukuro dzakawanda dzakarekodhwa, smart neural network inoongorora izvi neimwe nzira, hungwaru hwekugadzira huchatora mhedzisiro, uye mhedzisiro ichava robhoti yehunoid, kunze kwe kuti haipo mumuviri wenyama, asi mumanzwi uye mameseji chiteshi. Muchokwadi, izvi hazvisi izvo, uye mapurojekiti ese kusvika parizvino anoda simba rakakura kubva kune nyanzvi, iyo kugona kwayo kunonyanya kutarisisa kana zvichange zvichifadza kutaurirana nerobhoti iyi, kana kuti kutaurirana nayo kuchakonzera chishuwo chakasimba chekuchinja kune anoshanda. .
Zvinonyanya kukosha kuti padanho rekugadzirira purojekiti uye panguva yekuitwa, matanho anosungirwa epurojekiti anonyatso shandiswa. Somuenzaniso, nokuda kweizvi unoda:
- sarudza yakatarwa seti ye dialog masevhisi kuti ave otomatiki;
- unganidza muenzaniso wakakodzera wehurukuro dziripo. Izvi zvinokutendera kuti unyatso gadzira chimiro chebasa rerobhoti remangwana;
- nzwisisa kuti kutaurirana kunosiyana sei kuburikidza neizwi uye mameseji chiteshi pamisoro yakafanana;
- tarisa kuti robhoti ringakwanise kutaura mitauro ipi, uye kuti mitauro iyi ichasanganiswa here. Izvi ndezvechokwadi kunyanya kuKazakhstan neUkraine, uko kukurukurirana kunowanzoitwa musanganiswa wemitauro;
- kana purojekiti ichisanganisira kushandiswa kwemhinduro dzine neural network algorithms, nyatsomaka masampuli ekudzidziswa;
- sarudza pfungwa yekuchinja pakati pematavi akasiyana echinyorwa;
- sarudza kuti script yekukurukurirana ichave ine simba sei, iyo icharatidza kuti robhoti richataura sei - mumitsara yakarekodhwa kana kushandisa izwi rakagadzirwa.
Zvese izvi zvinokutendera kuti udzivise kukanganisa padanho rekusarudza chikuva uye mutengesi uye kuvhura sevhisi mukati menguva yakafanira.
Kupfupisa iyi rwendo rupfupi mumusoro wekuvaka bots, zvatinokurudzira ndezvizvi:
- Bvumira nguva yakakwana yekutanga kuvandudzwa kweprojekiti. Kanopfuura kamwe chete ndakasangana nemakambani aida kuita sarudzo muvhiki. Iyo chaiyo nguva yakatarwa yeyakajairwa budiriro yeprojekiti mwedzi 2-3.
- Sarudza tekinoroji yako chikuva nekungwarira kuti ienderane nezvido zvako. Verenga zvinyorwa pazviwanikwa zvehunyanzvi. Pamusoro callcenterguru.ru, , kune zvakanaka zvakaunganidzwa zvezvinhu uye kurekodha zvewebinars.
- Ngwarira pakusarudza kambani kuita purojekiti, tarisa kunzwisisa chaiko kwechinyorwa chebhoti. Bata akati wandei makambani ekubatanidza, bvunza kuratidzwa kwechigadzirwa chinoshanda, kana kunyangwe zvirinani, ita akati wandei edemo zvinyorwa. Semutemo, mapurojekiti ereferenzi akanyorwa pane mawebhusaiti evatambi; nyora kana kufonera makambani aya uye taura ne bot. Izvi zvichakubatsira kunzwisisa mamiriro chaiwo eprojekti.
- Rongedza boka renyanzvi mukati mesangano kuti rishande purojekiti. Iyi ndiyo chete nzira yekufunga nezve maficha uye zvidiki zvebhizinesi rako maitiro. Usatarisira kuti hurongwa huchazvishandisa pachahwo.
- Usatarisire mhinduro nekukasika.
- Paunosarudza, usatarisa pamutengo chete, kuitira kuti usapinda mumiganhu yekushanda gare gare. Mutengo wemitengo wakapamhama - iyo yakachipa sarudzo yemavara bots inogona kunyorwa padhuze uchishandisa yakajairwa yekukurumidza messenger maturusi uye ive inenge yemahara, uye iyo inodhura zvakanyanya bots, inokwanisa kushanda mune zvese izwi uye zvinyorwa, ine akawanda macustomer sarudzo, inogona kuita mamiriyoni akawanda. Mutengo wekugadzira bhoti, zvichienderana nehuwandu, unogona kusvika kune akati wandei mamirioni rubles.
- Tangisa sevhisi mumatanho, zvishoma nezvishoma uchibatanidza nhamba inowedzera yemapazi ezvinyorwa zveotomatiki. Iko hakuna mabikirwo epasirese, uye kumisikidzwa kwakamisikidzwa kuchakubvumidza kuti utarise shanduko mumamiriro evatengi vako kana zvikanganiso zvakaitwa pakugadzira robhoti.
- Hwisisa kuti chero zvazvingava, robhoti yakafanana nechinhu chipenyu chinofanira kugara chichichinja pamwe chete nekuchinja kwezvinhu zvekunze, uye haigoni kugadzirwa kamwe chete.
- Bvumira nguva yekuyedza ipapo: chete ne "kuyedza" sisitimu panhaurirano chaidzo kakawanda unogona kuwana mhedzisiro yemhando yepamusoro.
Kana iwe ukatevera mitemo iyi, ipapo yakakwirira-yemhando uye isingarwadzi yemazuva ano yebasa rebasa nerubatsiro rwemarobhoti inova yechokwadi uye inogoneka. Uye iro robhoti richafara kuita izvo zvakafanana monotonous uye zvenguva mabasa izvo vanhu vasingafarire kuita - mazuva manomwe pasvondo, pasina kuzorora, pasina kuneta.
Source: www.habr.com