Uluhlu lweenkonzo, ukukhushulwa, i-interfaces yesicelo seselula, kunye neentlawulo ezivela kwiibhanki ezahlukeneyo ngoku zifana neepeas ezimbini kwi-pod. Iingcamango ezilungileyo ezivela kwiinkokeli zeemarike ziphunyezwa ngamanye amabhanki kwimiba yeeveki. Igagasi lokuzikhetha kunye namanyathelo okuvalelwa yedwa ajike asisaqhwithi kwaye aya kukhunjulwa ixesha elide, ngakumbi ngala mashishini angazange asinde kuwo kwaye ayeke ukubakho. Abo basindileyo baqinise amabhanti abo kwaye balindele amaxesha azolileyo ukuba batyale imali kwakhona, ikholelwa ULeonid Perminov, INtloko yamaZiko oQhagamshelwano kwi-CTI. Intoni? Ngokoluvo lwakhe, kwi-automation yenkonzo yabathengi ngokungeniswa kweerobhothi ezahlukeneyo ezisebenzisanayo ezisekelwe kubukrelekrele bokwenziwa. Sikunika imathiriyeli epapashiweyo Isixhobo sikwapapashwa ngokuprintwa kunye neenguqulelo ze-intanethi (Okthobha 2020).
Kwiimarike zeenkonzo zezimali, kubonakala ngokucacileyo ukuba ugxininiso olukhoyo ngaphambili ekulawuleni amava kubathengi luye lwaqina kuphela, kwaye umzabalazo wokukhuphisana phakathi kweebhanki uhamba ngesantya esikhulu ngakumbi kwinqwelomoya yokuphucula inkonzo yabathengi ngelixa ngaxeshanye kulungiswa iindleko zokusebenza. Kunye nalo mkhwa, iimfuno zokuvalelwa yedwa kwimimandla emininzi ziye zanciphisa umsebenzi kwii-ofisi zebhanki, abathengi, indawo yokubambisa kunye namaziko okuboleka imoto ukuya kuthi ga kwi-zero.
Kwenye yeempapasho ekhankanywe: nangona kwizixeko ezinabemi abangaphezu kwesigidi kunye namaziko ommandla, ukungena yebhanki yedijithali, ngokutsho uqikelelo ezahlukeneyo, ukusuka 40% ukuya 50%, izibalo zithi 25% abathengi basatyelela amasebe ebhanki kwi. kanye ngenyanga. Kule nkalo, kwavela ingxaki ecinezelayo ehambelana nenyaniso yokuba umxhasi akakwazi ukufikelela ngokwenyama, kodwa iinkonzo kufuneka zithengiswe ngandlela-thile.
"I-cherry kwikhekhe" kumsebenzi wamaziko emali ngo-2020 kukudluliselwa kwabasebenzi kumsebenzi okude, ngexesha apho imiba yokubeka iliso kwimveliso kunye nokusebenza kakuhle, ukhuseleko lolwazi lweenkqubo zomsebenzi, kunye nokugcina imfihlo yebhanki xa usebenza ekhaya. ingakumbi ebukhali.
Xa sijongene neenguqu ezimangalisayo kwimvelaphi yangaphandle kunye neenkqubo zangaphakathi, uninzi lwabathengi bethu abavela kwishishini lezemali baqala ukujonga ngenkuthalo ukwazisa amaqonga etekhnoloji amatsha kunye nesimanje, ngethemba lokufumana ipilisi yomlingo eya kubonelela ngenkqubela phambili. Kwintsimi yenkonzo yabathengi, i-TOP 5 yeendlela ngoku ijongeka ngolu hlobo:
- Iirobhothi zencoko ezisekwe kubukrelekrele bokwenziwa ukuzenzela inkonzo yabathengi.
- Izixhobo zokwenza indawo esebenzayo nekhululekileyo yenkonzo yabathengi ekude.
- Ukuzenzekelayo kwemisebenzi yesiqhelo ukuphucula ukusebenza kweenkqubo zangaphakathi.
- Ukusebenzisa izisombululo zokwenyani ze-omnichannel kwinkonzo ekude ukuphuhlisa ukunyaniseka kwabathengi.
- Izisombululo zokhuseleko lolwazi ukulawula umsebenzi okude.
Kwaye, ewe, kuzo zonke ezi nkalo, thina, njengomhlanganisi wenkqubo, kulindeleke ukuba sibe nobugcisa obuphumelelayo ekulula ukubuphumeza kwaye kwangaxeshanye busebenza kakhulu.
Makhe sibone ukuba yintoni onokuyilindela ngokwenene kwimixholo ethi "hype", kwaye ingaba banokuzisa uphuculo olunzulu kwiinkqubo zenkonzo, ngokuhlalutya ezona zidumileyo kubo: i-automation yenkonzo yabathengi ngokuziswa kweerobhothi ezahlukeneyo zencoko ezisekelwe kubukrelekrele bokwenziwa.
iphumeze iiprojekthi ezininzi ukuphumeza iinkqubo ngokuzenzekelayo inkqubo yenkonzo yabathengi, unamava abanzi kunye nobuchule kuzo zonke iintlobo zobuchwepheshe ezikhoyo kule nto. Kwiinyani zanamhlanje, wonke umntu ufuna ukunxibelelana ngolwimi lwendalo, zombini kwitshaneli yelizwi nakwisicatshulwa, ngoko ke ii-IVR zakudala (I-Interactive Voice Response) iinkqubo okanye i-push-button bots sele idala kwaye ibangela ukucaphuka. Ngethamsanqa, iirobhothi zokuncokola ziye zayeka ngoku ukuba ziinkonzo ezingacacanga ezingaqondi ukuba umntu ufuna ntoni, kwaye kwezinye iimeko, ngakumbi kwiincoko ezimfutshane, azifani nonxibelelwano oluphilayo. Ingaba kuyimfuneko ukuzama ukuba irobhothi ithethe njengomntu ophilayo, okanye ukuba ichanekile ngakumbi ukugxininisa ngokucacileyo ukuba ingxoxo iqhutywa ngerobhothi - lo ngumbuzo ophikisanayo, kwaye impendulo echanekileyo ixhomekeke kakhulu ingxaki iyasonjululwa.
Umda wokusetyenziswa kweerobhothi zencoko kwishishini lezemali ngoku ubanzi kakhulu:
- okokuqala ukudibana nomxhasi ukuhlela injongo yesicelo sakhe;
- I-bots yombhalo kwiiwebhusayithi, iinethiwekhi zentlalo kunye nabathunywa abakhawulezayo;
- ukudluliselwa kwesicelo kumqeshwa onezakhono ezifanelekileyo neziqinisekiso;
- ukubonelela ngolwazi malunga neemveliso ngaphandle kokuthatha inxaxheba kumqhubi weziko loqhagamshelwano;
- wamkelekile ukunxibelelana nomxhasi omtsha, apho irobhothi inokukuxelela ukuba ungaqala phi;
- ukubhaliswa kwezicelo kunye namaxwebhu;
- ukuzenzekelayo komsebenzi we-HR;
- ukuchongwa komxhasi, ukutsalwa kolwazi kwiinkqubo zebhanki kunye nokubonelela umxhasi ngendlela ezenzekelayo ngaphandle kokuthatha inxaxheba kwabaqhubi;
- uphando nge-telemarketing;
- umsebenzi wokuqokelela kunye abanamatyala.
Izisombululo zale mihla kwimarike zinokuninzi ebhodini:
- iimodyuli zendalo zokuqaphela intetho enemizekelo yolwimi eyakhelweyo;
- izixhobo zokudala iimeko ezinzima xa kubalulekile ukufumana umphumo othile, kwaye kungekhona nje ukuthetha ngemozulu;
- iimodeli zenethiwekhi ye-neural ezenza kube nokwenzeka ukuba ingafundisi irobhothi ngokupheleleyo zonke iintlobo ezahlukeneyo zokubiza amagama kunye nopelo lwamagama namabinzana, kodwa ukusebenzisa amava aqokelelweyo kushishino luphela;
- abahleli beskripthi esibonakalayo abenza ukuba kube lula ukudala iimeko zokusebenza ngokukhawuleza kunye nokuvavanya ukusebenza komsebenzi wabo;
- iimodyuli zolwimi apho irobhothi inokuqonda intsingiselo yento ayithethileyo umntu, nokuba iinjongo ezininzi ezahlukeneyo zikhankanyiwe kwibinzana elinye. Oku kuthetha ukuba kwiseshoni yenkonzo enye, umxhasi unokufumana iimpendulo kwimibuzo yakhe emininzi ngaxeshanye, kwaye akanyanzelekanga ukuba ahambe ngamanyathelo alandelelanayo eskripthi.
Ngaphandle kokusebenza okucebileyo, kufuneka uqonde ukuba nasiphi na isisombululo siqonga kunye nobuchwepheshe obuthile kunye nokusebenza okufuneka kuqwalaselwe ngokuchanekileyo. Kwaye ukuba ugxininise kuphela kwinkcazo yokuthengisa yemveliso yesofthiwe, ngoko unokuwela emgibeni olindelekileyo kwaye uphoxeke kwiteknoloji ngaphandle kokufumana iqhosha lomlingo.
Xa uphunyezwa iinkonzo ezinjalo, unako ukufumana umphumo wokuqhuma, okuba yinto emangalisayo kubathengi. Ndiza kunika imizekelo emininzi kwindlela yethu yokuphumeza iinkqubo zokuzisebenzela ngokusekwe kwiirobhothi zencoko, ebonisa indlela olusebenza ngayo olu zenzekelayo:
- Kwenye yeeprojekthi, emva kwenyanga enye yenkqubo esebenza kwimodi yokuvelisa, phantse i-50% yemiba kwinkonzo yabathengi yaqala ukusonjululwa ngaphandle kokungenelela kwabantu, kuba uninzi lwezicelo lunokuchazwa kwi-algorithm kwaye iphathiswe irobhothi. ukuqhubekeka nazo.
- Okanye, umzekelo, kwezinye iimeko, izinga lokuzenzekelayo lifikelela kwi-90% kuba la masebe asombulula imisebenzi yesiqhelo, ephindaphindiweyo yokubonelela ngolwazi lwereferensi. Ngoku abaqhubi abachithi ixesha lokusevisa imiba elula ngolo hlobo kwaye banokujongana neengxaki ezinzima ngakumbi.
- Ukuba imeko inzima kakhulu, ubunzulu bencoko phakathi komntu kunye nerobhothi bungafikelela kumanyathelo angama-3-4, okukuvumela ukuba uqonde ngokuchanekileyo indawo yomdla womxhasi kwaye umkhonze ngokuzenzekelayo.
Rhoqo abathengi bethu baqaphela ukucutha okubalulekileyo kwixesha lentlawulo yeenkqubo xa kuthelekiswa nesicwangciso.
Ngaba oku kuthetha ukuba yonke into ayinamafu ngokupheleleyo, kwaye ekugqibeleni iqhosha lomlingo "lokuba yonke into ilunge" lifunyenwe? Akunjalongo noko. Abantu abaninzi balindele ukuba iirobhothi zanamhlanje ziyilwe ngendlela yokuba zinokulayishwa ngeengxoxo ezininzi ezirekhodiweyo, iinethiwekhi ezihlakaniphile ze-neural ziyakuhlalutya ngandlela thile oku, ubukrelekrele bokwenziwa buya kutsala izigqibo ezifanelekileyo, kwaye isiphumo siya kuba yirobhothi ye-humanoid. ukuba ayikho kumzimba wenyama, kodwa kwilizwi kunye namajelo abhaliweyo. Enyanisweni, oku akunjalo, kwaye zonke iiprojekthi ukuza kuthi ga ngoku zifuna impembelelo ebalulekileyo evela kwiingcali, ubuchule babo bubonisa ukuba kuya kuba mnandi ukunxibelelana nale robhothi, okanye ukuba unxibelelwano kunye nalo luya kubangela umnqweno onamandla wokutshintshela kumqhubi. .
Kubaluleke kakhulu ukuba kwinqanaba lokulungiselela iprojekthi kwaye ngexesha lokuphunyezwa, izigaba ezinyanzelekileyo zeprojekthi zenziwe ngokucokisekileyo. Umzekelo, oku kufuneka:
- misela iseti ekujoliswe kuyo yeenkonzo zencoko yababini eziza kuzenzekela;
- qokelela isampulu efanelekileyo yeencoko ezikhoyo. Oku kuya kukuvumela ukuba usebenze ngokufanelekileyo ubume bomsebenzi werobhothi yexesha elizayo;
- baqonde ukuba unxibelelwano lwahluka njani ngokusebenzisa ilizwi kunye namajelo abhaliweyo kwizihloko ezifanayo;
- misela ukuba zeziphi iilwimi irobhothi enokuthi ikwazi ukunxibelelana ngazo, nokuba ezi lwimi ziya kuxutywa na. Oku kuyinyaniso ngokukodwa eKazakhstan naseUkraine, apho unxibelelwano lusoloko luqhutywa ngomxube weelwimi;
- ukuba iprojekthi ibandakanya ukusetyenziswa kwezisombululo ezine-neural network algorithms, phawula ngokuchanekileyo iisampuli zoqeqesho;
- misela ingqiqo yotshintsho phakathi kwamasebe ahlukeneyo eskripthi;
- thatha isigqibo sokuba isicatshulwa sencoko siya kuba njani, esiya kugqiba ukuba i-robot iya kuthetha njani - kumabinzana ashicilelwe ngaphambili okanye ukusebenzisa ilizwi elihlanganisiweyo.
Konke oku kuya kukuvumela ukuba uphephe iimpazamo kwinqanaba lokukhetha iqonga kunye nomthengisi kwaye uqalise inkonzo ngexesha elifanelekileyo.
Ukushwankathela olu hambo lufutshane kwisihloko sokwakha i-bots, iingcebiso zethu zezi zilandelayo:
- Vumela ixesha elaneleyo lophuhliso lokuqala lweprojekthi. Ngaphezu kwesihlandlo esinye ndidibene neenkampani ezifuna ukwenza isigqibo ngeveki. Ixesha eliyinyani lophuhliso oluqhelekileyo lweprojekthi ziinyanga ezi-2-3.
- Khetha iqonga lakho letekhnoloji ngononophelo ukuze lihambelane neemfuno zakho. Funda imathiriyeli kwizixhobo ezikhethekileyo. Kwi callcenterguru.ru, , kukho ukuqokelelwa okulungileyo kwezinto kunye nokurekhoda kweewebinars.
- Qaphela xa ukhetha inkampani ukuphumeza iprojekthi, khangela ukuqonda kwangempela ngesihloko se-bots. Qhagamshelana neenkampani ezininzi ezidibanisayo, cela umboniso wemveliso esebenzayo, okanye ngcono, wenze idemo scripts ezimbalwa. Njengomthetho, iiprojekthi zesalathiso zidweliswe kwiiwebhusayithi zabadlali; bhala okanye ufowunele ezi nkampani kwaye uncokole ne-bot. Oku kuya kukunceda uqonde imeko yokwenyani yeprojekthi.
- Yabela iqela leengcali ngaphakathi kwintlangano ukuba isebenze kwiprojekthi. Le kuphela kwendlela yokuthathela ingqalelo iimpawu kunye nobuqili beenkqubo zeshishini lakho. Musa ukulindela ukuba inkqubo iziphumeze ngokwayo.
- Musa ukulindela iziphumo zangoko.
- Xa ukhetha, ungagxininisi kuphela kwixabiso, ukuze ungabaleki kwimida yokusebenza kamva. Uluhlu lwamaxabiso lubanzi kakhulu - olona khetho lubiza kakhulu kwi-bots yombhalo lunokubhalwa phantse emadolweni kusetyenziswa izixhobo eziqhelekileyo zomthunywa okhawulezileyo kwaye ube phantse ukhululekile, kunye ne-bots ebiza kakhulu, ekwaziyo ukusebenza kuzo zombini ilizwi kunye nokubhaliweyo, kunye neendlela ezininzi zokwenza ngokwezifiso, inokubiza izigidi ezininzi. Iindleko zokuseta i-bot, kuxhomekeke kumthamo, inokufikelela kwii-ruble zezigidi ezininzi.
- Qalisa inkonzo ngezigaba, ngokuthe ngcembe udibanisa inani elandayo lamasebe escript azenzekelayo. Akukho ziresiphi zendalo yonke, kwaye ukugunyaziswa ngezigaba kuya kukuvumela ukuba ulandelele utshintsho kwimo yabathengi bakho ukuba iimpazamo zenziwe xa kusenziwa irobhothi.
- Qonda ukuba kuyo nayiphi na imeko, i-robot ifana nento ephilayo emele ihlale iguquka kunye notshintsho kwizinto zangaphandle, kwaye ayikwazi ukuqwalaselwa kanye nje.
- Vumela ixesha lokuvavanya kwangoko: kuphela "ngokuvavanya" inkqubo kwiingxoxo zokwenyani amaxesha amaninzi unokufumana iziphumo ezikumgangatho ophezulu.
Ukuba ulandela le mithetho, ngoko umgangatho ophezulu kunye nobuhlungu obungenabuhlungu beenkonzo zenkonzo ngoncedo lweerobhothi ziba yinyani kwaye zinokwenzeka. Kwaye irobhothi iya kuvuya ukwenza loo misebenzi ifanayo kunye neyesiqhelo abantu abangathandi ukuyenza - iintsuku ezisixhenxe ngeveki, ngaphandle kwekhefu, ngaphandle kokudinwa.
umthombo: www.habr.com