Uhlu lwezinsizakalo, ukukhushulwa, ukuxhumana kwezicelo zeselula, amanani entengo amabhange ahlukene manje anjengamaconsi amabili amanzi. Imibono emihle evelile kubaholi bezimakethe isetshenziswa ngamanye amabhange esikhathini esingamaviki. Igagasi lokuzihlukanisa nezindlela zokuzihlukanisa liphenduke isivunguvungu futhi lizokhunjulwa isikhathi eside, ikakhulukazi yilawo mabhizinisi angazange asinde kulo futhi ayeka ukuba khona. Labo abasindile baqinise amabhande abo futhi balinde izikhathi ezipholile zokutshala imali futhi, kukholelwa ukuthi Leonid Perminov, Inhloko Yezikhungo Zokuxhumana kwa-CTI. Ini? Ngokubona kwakhe, ku-automation yenkonzo yamakhasimende ngokwethulwa kwamarobhothi ahlukahlukene asebenzisanayo asuselwa kubuhlakani bokwenziwa. Sikunikeza impahla eshicilelwe Impahla ibuye ishicilelwe ngezinguqulo eziphrintiwe neziku-inthanethi (Okthoba 2020).
Emakethe yezinsizakalo zezezimali, kubonakala ngokucacile ukuthi ukugxila okukhona ngaphambilini ekuphathweni kokuhlangenwe nakho kwamakhasimende kuye kwakhula kuphela, futhi ukuncintisana phakathi kwamabhange kuhamba ngokushesha kakhulu endizeni yokuthuthukisa isevisi yamakhasimende ngenkathi kuthuthukiswa izindleko zokusebenza. Ngokuhambisana nalo mkhuba, izidingo zokuvalelwa ezindaweni eziningi zehlise umsebenzi emahhovisi amabhange, abathengi, izikhungo zokubolekwa kwezindlu nezokuboleka izimoto zaba ziro.
Kwenye yezincwadi okukhulunywe ngakho: naphezu kokuthi emadolobheni ayizigidi-plus kanye nezikhungo zesifunda ukungena kwebhange ledijithali, ngokusho kwezilinganiso ezihlukahlukene, kusukela ku-40% kuya ku-50%, izibalo zibonisa ukuthi ama-25% amakhasimende asavakashela amagatsha asebhange okungenani kanye ngenyanga. Mayelana nalokhu, kwavela inkinga ephuthumayo ngenxa yokuthi iklayenti alikwazi ukufinyelelwa ngokomzimba, kodwa izinsizakalo kufanele zithengiswe ngandlela-thile.
"I-icing on the cake" emsebenzini wezikhungo zezezimali ngo-2020 ukudluliselwa kwabasebenzi emsebenzini okude, lapho izindaba zokuqapha ukukhiqiza nokusebenza kahle komsebenzi, ukuphepha kolwazi lwezinqubo zomsebenzi, nokugcina imfihlo yamabhange lapho besebenza ekhaya. acute ikakhulukazi.
Esimeni sezinguquko ezibalulekile kusizinda sangaphandle nezinqubo zangaphakathi, amakhasimende ethu amaningi avela embonini yezezimali aqale ukubheka ngenkuthalo ukwethulwa kwezingxenyekazi ezintsha zobuchwepheshe ezikhona kakade, ngethemba lokuthola iphilisi eliwumlingo elizonikeza impumelelo. Emkhakheni wenkonzo yamakhasimende, amathrendi e-TOP-5 manje abukeka kanje:
- Amarobhothi ezingxoxo asuselwe kubuhlakani bokwenziwa ukuze enze isevisi yamakhasimende ngokuzenzakalelayo.
- Amathuluzi okudala indawo esebenza kahle nenethezekile yesevisi yekhasimende elikude.
- Ukuzenzakalela kwemisebenzi evamile ukuze kuthuthukiswe ukusebenza kahle kwezinqubo zangaphakathi.
- Sebenzisa ngokugcwele izixazululo zesevisi ekude ye-omnichannel yangempela ukuze wakhe ukwethembeka kwamakhasimende.
- Izixazululo emkhakheni wokuphepha kolwazi ukulawula umsebenzi oqhelile.
Futhi, kunjalo, kuzo zonke lezi zindawo, thina, njengomhlanganisi wesistimu, kulindeleke ukuthi sibe nobuchwepheshe obuphumelelayo okulula ukubusebenzisa futhi ngesikhathi esifanayo busebenza kahle kakhulu.
Ake sibone ukuthi yini ongayilindela ngempela ezihlokweni ze-"hype", nokuthi zingaletha ngempela intuthuko engathi sína ezinqubweni zesevisi ngokuhlola ezidume kakhulu kuzo: i-automation yenkonzo yamakhasimende ngokwethulwa kwamarobhothi ahlukahlukene asekelwe ku-AI.
isebenzise amaphrojekthi amaningi wokuqaliswa kwezinhlelo zokuzenzakalela inqubo yenkonzo yamakhasimende, inolwazi olunzulu kanye nobuchwepheshe kuzo zonke izinhlobo zobuchwepheshe obukhona balokhu. Ezimweni zamanje, wonke umuntu ufuna ukuxhumana ngolimi lwemvelo, kokubili ngesiteshi sezwi nangombhalo, ngakho-ke amasistimu e-IVR (I-Interactive Voice Response) yakudala noma ama-push-button sekuyisikhathi eside adala futhi abangela ukucasuka. Ngenhlanhla, amarobhothi okuxoxisana manje baye bayeka ukuba izinsiza Clumsy ukuthi neze ukuqonda ukuthi yini umuntu ufuna, futhi kwezinye izimo, ikakhulukazi ezingxoxweni ezimfushane, awasafani nokuxhumana bukhoma. Ukuthi kudingekile yini ukulwela ukuthi irobhothi likhulume njengomuntu ophilayo, noma kulungile yini ukugcizelela ngokusobala ukuthi ingxoxo iqhutshwa nerobhothi kuyindaba ehlukile engase iphikiswe, futhi impendulo efanele incike kakhulu emsebenzini owenziwayo. kuxazululiwe.
Ububanzi bamarobhothi ezingxoxo embonini yezezimali manje bukhulu kakhulu:
- ukuxhumana kokuqala neklayenti ukuze kuhlukaniswe inhloso yokwelashwa kwalo;
- ama-bots ombhalo kumawebhusayithi, izinkundla zokuxhumana kanye nezithunywa ezisheshayo;
- ukudlulisela isikhalazo kusisebenzi esinamakhono adingekayo kanye neziqu;
- ukuhlinzeka ngolwazi mayelana nemikhiqizo ngaphandle kokubamba iqhaza komqhubi wesikhungo sokuxhumana;
- wamukelekile-thintana neklayenti elisha, lapho irobhothi lingakutshela ukuthi ungaqala kuphi;
- ukubhaliswa kwezicelo kanye nemibhalo;
- ukuzenzakalelayo komsebenzi wakwa-HR;
- ukuhlonza iklayenti, ukukhishwa kolwazi ezinhlelweni zebhange kanye nokuhlinzekwa kwekhasimende ngendlela ezenzakalelayo ngaphandle kokubamba iqhaza komqhubi;
- izinhlolovo ze-telemarketing;
- umsebenzi wokuqoqa nabakweletayo.
Izixazululo zesimanje emakethe zinokuningi ebhodini:
- amamojula emvelo okuqaphela inkulumo anezibonelo zolimi ezakhelwe ngaphakathi;
- amathuluzi okudala izimo ezinzima lapho kubalulekile ukuthola umphumela othize, hhayi nje ukuxoxa ngesimo sezulu;
- amamodeli enethiwekhi ye-neural avumela ukungaqeqesheli irobhothi kuzo zonke izinhlobo zokuphimisela nokupelwa kwamagama nemishwana, kodwa ukusebenzisa ulwazi oluqoqiwe embonini iyonke;
- abahleli besimo esibonakalayo abakuvumela ukuthi udale ngokushesha izimo zomsebenzi futhi uhlole ukusebenza kahle komsebenzi wabo;
- amamojula olimi irobhothi elingakwazi ngawo ukuqonda incazelo yalokho umuntu akusho, ngisho noma izinhloso eziningana ezihlukene zishiwo emshweni owodwa. Lokhu kusho ukuthi phakathi neseshini eyodwa yesevisi, iklayenti lingathola izimpendulo zemibuzo yalo eminingana ngesikhathi esisodwa, futhi akudingekile ukuba lidlule ezinyathelweni ezimbalwa ezilandelanayo zesimo.
Naphezu kokusebenza okucebile okunjalo, udinga ukuqonda ukuthi noma yisiphi isisombululo siyisikhulumi esinobuchwepheshe obuthile nokusebenza okudinga ukumiswa kahle. Futhi uma ugxila kuphela encazelweni yokumaketha yomkhiqizo wesofthiwe, khona-ke ungawela ogibeni lokulindela okuphezulu futhi udumale kwezobuchwepheshe ngaphandle kokuthola leyo nkinobho yomlingo kakhulu.
Lapho usebenzisa izinsizakalo ezinjalo, ngokuvamile ungathola umphumela wokuqhuma, okuba yisimangaliso esimnandi kumakhasimende. Nazi izibonelo ezimbalwa zomkhuba wethu wokusebenzisa amasistimu wokuzisiza asuselwe kumarobhothi asebenzisanayo, okubonisa ukuthi ukusebenza okuzenzakalelayo okunjalo kusebenza kanjani:
- Komunye wamaphrojekthi, ngemva kwenyanga eyodwa yokusebenza kwesistimu kumodi yokukhiqiza, cishe i-50% yezinkinga zesevisi yamakhasimende zaqala ukuxazululwa ngaphandle kokungenelela komuntu, ngoba izicelo eziningi zingachazwa ku-algorithm futhi ziphathiswe ukucubungula kwazo. erobhothini.
- Noma, ngokwesibonelo, kwezinye izimo, isilinganiso se-automation sifinyelela ku-90%, njengoba lawa magatsha axazulula imisebenzi evamile, ephindaphinda njalo ukunikeza ulwazi lwereferensi. Manje ama-opharetha awachithi isikhathi ekuhlinzekeni izindaba ezilula futhi angabhekana nemisebenzi eyinkimbinkimbi.
- Uma isimo siyinkimbinkimbi, ukujula kwenkhulumomphendvulwano yomuntu nerobhothi kungafinyelela izinyathelo ezi-3-4, okukuvumela ukuthi unqume ngokunembile indawo yentshisekelo yeklayenti futhi umkhonze ngokuzenzakalelayo.
Ngokuvamile, amakhasimende ethu abona ukwehla okukhulu esikhathini sokukhokha samasistimu uma kuqhathaniswa nohlelo.
Ingabe lokhu kusho ukuthi yonke into ayinamafu, futhi, ekugcineni, leyo nkinobho yomlingo efanayo “ukuze konke kuhambe kahle” isitholakele? Vele akunjalo. Abaningi balindele ukuthi amarobhothi esimanje aklanywe ngendlela yokuthi akwazi ukulanda izingxoxo eziningi ezirekhodiwe, amanethiwekhi e-smart neural azohlaziya lokhu ngandlela thile, ubuhlakani bokwenziwa buzokwenza iziphetho ezifanele, futhi okuphumayo kuzoba irobhothi le-humanoid, mhlawumbe elingekho umzimba wenyama, kodwa eziteshini zezwi nezombhalo. Eqinisweni, lokhu akunjalo, futhi wonke amaphrojekthi asadinga umthelela obalulekile engxenyeni yochwepheshe, abanekhono labo ikakhulukazi elinquma ukuthi kuyoba mnandi yini ukuxhumana nale robot, noma ukuxhumana nayo kuzodala isifiso esinamandla sokushintshela ku-robot. opharetha.
Kubaluleke kakhulu ukuthi esigabeni sokulungiselela iphrojekthi nangesikhathi sokuqaliswa, izigaba eziphoqelekile zephrojekthi zithuthukiswe kahle. Isibonelo, kulokhu udinga:
- nquma isethi eqondiwe yezinsizakalo zengxoxo ezizozenzekela;
- qoqa isampula elifanele lezingxoxo ezikhona. Lokhu kuzokuvumela ukuthi usebenze kahle ukwakheka komsebenzi werobhothi elizayo;
- baqonde ukuthi ukuxhumana kwehluka kanjani eziteshini zezwi nezombhalo ngezihloko ezifanayo;
- thola ukuthi yiziphi izilimi irobhothi okufanele likwazi ukuxhumana ngazo, nokuthi lezi zilimi zizoxutshwa yini. Lokhu kuyiqiniso ikakhulukazi eKazakhstan nase-Ukraine, lapho ukuxhumana kuvame ukwenziwa ngengxube yezilimi;
- uma iphrojekthi ibandakanya ukusetshenziswa kwezixazululo ezinama-algorithms enethiwekhi ye-neural, ilebula kahle amasampula okuqeqeshwa;
- chaza umqondo woshintsho phakathi kwamagatsha eskripthi ahlukene;
- nquma ukuthi umbhalo wengxoxo uzoba namandla kangakanani, okuzocacisa ukuthi irobhothi lizokhuluma kanjani - ngemishwana erekhodwe ngaphambilini noma kusetshenziswa izwi elihlanganisiwe.
Konke lokhu kuzosiza ukugwema amaphutha esigabeni sokukhetha iplatifomu nomphakeli futhi wethule insizakalo ngesikhathi esifanele.
Ukufingqa lolu hambo olufushane esihlokweni sokwakha ama-bots, izincomo zethu zimi kanje:
- Nikeza isikhathi esanele sokuthuthukisa iphrojekthi. Izikhathi ezingaphezu kwesisodwa ngahlangana nezinkampani ezazifuna ukwenza isinqumo ngesonto. Isikhathi sangempela sokuthuthukiswa okuvamile kwephrojekthi yizinyanga ezingu-2-3.
- Khetha ngokucophelela inkundla yobuchwepheshe ngokwezidingo zakho. Funda izinto zokusebenza ezinsizeni ezikhethekile. ku-callcenterguru.ru, , kukhona ukuqoqwa okuhle kwezinto kanye nokuqoshwa kwama-webinars.
- Qaphela lapho ukhetha inkampani ezosebenzisa iphrojekthi, hlola ukuqonda kwangempela kwesihloko se-bots. Xhumana nezinkampani ezimbalwa zokuhlanganisa, cela ukuboniswa komkhiqizo osebenzayo, noma okungcono nakakhulu, yenza imibhalo embalwa yedemo. Njengomthetho, amaphrojekthi okubhekisela aboniswa kumawebhusayithi abadlali, bhala noma ushayele lezi zinkampani futhi uxoxe ne-bot. Lokhu kuzosiza ukuqonda isimo sangempela sephrojekthi.
- Khetha iqembu lochwepheshe ngaphakathi kwenhlangano ukuthi lisebenze kuphrojekthi. Lena ukuphela kwendlela yokucabangela izici ezingavamile kanye nobuqili bezinqubo zebhizinisi lakho. Ungalindi ukuthi uhlelo luzisebenze ngokwalo.
- Ungalindeli imiphumela esheshayo.
- Lapho ukhetha, ungagxili kuphela ngentengo, ukuze ungabhekana nokulinganiselwa kokusebenza kamuva. Uhlu lwamanani lubanzi kakhulu - izinketho ezishibhile ze-text bots zingabhalwa cishe emadolweni ngamathuluzi ajwayelekile wesithunywa futhi cishe zikhululekile, kuyilapho ama-bot abiza kakhulu angasebenza kokubili ngezwi nangombhalo, anezinketho eziningi zokwenza ngokwezifiso, angakwazi. kubiza izigidi ezimbalwa. Izindleko zokusetha i-bot, kuye ngevolumu, zingafinyelela kuma-ruble ayizigidi ezimbalwa.
- Qala isevisi ngezigaba, kancane kancane uxhuma inani elandayo lamagatsha ombhalo ozenzakalelayo. Awekho amaresiphi ajwayelekile, futhi ukuqaliswa ngezigaba kuzokuvumela ukuthi ulandelele ushintsho kusimo sengqondo samakhasimende akho uma amaphutha enziwe ngesikhathi kwakhiwa irobhothi.
- Qonda ukuthi kunoma yikuphi, irobhothi lifana nento ephilayo okufanele ihlale ishintsha kanye nezinguquko ezicini zangaphandle, futhi ayikwazi ukumiswa kanye kuphela.
- Beka eceleni isikhathi sokuhlola ngokushesha: kuphela "ngokusebenzisa" isistimu ezingxoxweni zangempela izikhathi eziningi, ungathola umphumela wekhwalithi ephezulu.
Uma ulandela le mithetho, khona-ke izinga eliphezulu nelingenabuhlungu lezinsizakalo zesevisi ngosizo lwamarobhothi liba ngokoqobo futhi lingenzeka. Futhi irobhothi lizokujabulela ukwenza leyo misebenzi efanayo eyisidina nevamile abantu abangathandi ukuyenza kakhulu - ngaphandle kwezinsuku zokuphumula, ngaphandle kwekhefu, ngaphandle kokukhathala.
Source: www.habr.com