{"id":1911,"date":"2023-08-28T17:34:53","date_gmt":"2023-08-28T17:34:53","guid":{"rendered":"https:\/\/www.czechbankingnews.cz\/?p=1911"},"modified":"2023-08-29T12:33:55","modified_gmt":"2023-08-29T12:33:55","slug":"moderni-call-centra-jsou-protkana-technologiemi","status":"publish","type":"post","link":"https:\/\/www.czechbankingnews.cz\/?p=1911","title":{"rendered":"Call centra za\u010dali obsluhovat voiceboti"},"content":{"rendered":"

\u0158e\u010dov\u00e9 anal\u00fdzy, hlasov\u00e1 biometrie \u010di inteligentn\u00ed voiceboti. To jsou n\u011bkter\u00e9 z technologi\u00ed, kter\u00e9 v r\u00e1mci sv\u00e9ho fungov\u00e1n\u00ed vyu\u017e\u00edvaj\u00ed dne\u0161n\u00ed call centra. D\u00edky nim mohou neust\u00e1le dr\u017eet krok se zvy\u0161uj\u00edc\u00edm se o\u010dek\u00e1v\u00e1n\u00edm klient\u016f a zaji\u0161\u0165ovat maxim\u00e1ln\u00ed efektivitu sv\u00e9 pr\u00e1ce. Jak tyto technologie funguj\u00ed a co v\u0161echno by mohly v budoucnu um\u011bt? <\/strong><\/p>\n

Odpov\u011bdi nab\u00edz\u00ed n\u00e1sleduj\u00edc\u00ed \u010dl\u00e1nek.<\/strong><\/p>\n

Call centrum je centralizovan\u00e9 pracovi\u0161t\u011b slou\u017e\u00edc\u00ed organizac\u00edm k\u00a0doru\u010dov\u00e1n\u00ed a p\u0159ij\u00edm\u00e1n\u00ed velk\u00e9ho mno\u017estv\u00ed \u017e\u00e1dost\u00ed prost\u0159ednictv\u00edm telefonu. V\u00a0dne\u0161n\u00ed dob\u011b ji\u017e vzhledem k\u00a0vyu\u017e\u00edv\u00e1n\u00ed mnohem pest\u0159ej\u0161\u00ed \u0161k\u00e1ly komunika\u010dn\u00edch kan\u00e1l\u016f, nap\u0159\u00edklad e-mail\u016f, soci\u00e1ln\u00edch s\u00edt\u00ed a chatovac\u00edch aplikac\u00ed, sp\u00ed\u0161e hovo\u0159\u00edme o kontaktn\u00edch centrech. Fungov\u00e1n\u00ed t\u011bch nejmodern\u011bj\u0161\u00edch se ji\u017e neobejde bez vyu\u017eit\u00ed pokrokov\u00fdch technologi\u00ed.<\/p>\n

\u201eZ\u00e1kaznick\u00fd servis pat\u0159\u00ed k\u00a0oblastem, v\u00a0nich\u017e je nezbytn\u00e9 inovovat a neust\u00e1le za\u0159azovat do sv\u00e9ho fungov\u00e1n\u00ed nov\u00e9 technologie. Pouze tak lze udr\u017eet krok s\u00a0nar\u016fstaj\u00edc\u00edm o\u010dek\u00e1v\u00e1n\u00edm klient\u016f a\u00a0sou\u010dasn\u011b nenavy\u0161ovat v\u00fddaje na provoz za\u0159\u00edzen\u00ed. Mezi nejprogresivn\u011bj\u0161\u00ed metody, kter\u00e9 dnes v\u00a0r\u00e1mci fungov\u00e1n\u00ed klientsk\u00fdch center nach\u00e1zej\u00ed uplatn\u011bn\u00ed, pat\u0159\u00ed \u0159e\u010dov\u00e9 anal\u00fdzy a hlasov\u00e1 biometrie,\u201c <\/em>popisuje Jan Ned\u011bln\u00edk<\/strong>, gener\u00e1ln\u00ed mana\u017eer spole\u010dnosti Konecta Czech a Hungary, kter\u00e1 se specializuje na outsourcing z\u00e1kaznick\u00e9ho servisu.<\/p>\n

ZAJ\u00cdMAVOST<\/strong><\/p>\n

Samotn\u00fd telefon byl vynalezen otcem modern\u00ed telekomunikace Alexandrem Grahamem Bellem v\u00a0roce 1876. Za v\u016fbec prvn\u00ed call centrum je pak pova\u017eov\u00e1na telefonn\u00ed \u00fast\u0159edna novinov\u00e9 spole\u010dnosti Birmingham Press & Mail zalo\u017een\u00e1 v\u00a0roce 1965 ve Velk\u00e9 Brit\u00e1nii. Ta ji\u017e na rozd\u00edl od sv\u00fdch p\u0159edch\u016fdc\u016f disponovala technologi\u00ed automatick\u00e9ho p\u0159epojov\u00e1n\u00ed hovor\u016f mezi oper\u00e1tory.<\/strong><\/p>\n

Anal\u00fdza \u0159e\u010di je technologie, kter\u00e1 dok\u00e1\u017ee vyhodnocovat konverzace z\u00e1kazn\u00edk\u016f s\u00a0agenty v\u00a0re\u00e1ln\u00e9m \u010dase. Um\u00ed detekovat konkr\u00e9tn\u00ed kl\u00ed\u010dov\u00e1 slova, fr\u00e1ze i dal\u0161\u00ed atributy a usnad\u0148uje tak efektivn\u00ed odbaven\u00ed \u010di p\u0159esm\u011brov\u00e1n\u00ed klientsk\u00fdch po\u017eadavk\u016f. Call centra ji rovn\u011b\u017e pou\u017e\u00edvaj\u00ed v\u00a0r\u00e1mci takzvan\u00e9 \u201epost-call analytiky\u201c, kter\u00e1 zahrnuje n\u00e1sledn\u00e9 vyhodnocen\u00ed kvality hovoru, efektivity oper\u00e1tora \u010di identifikaci kl\u00ed\u010dov\u00fdch probl\u00e9m\u016f nebo trend\u016f.<\/p>\n

Hlasov\u00e1 biometrie zase umo\u017e\u0148uje identifikovat konkr\u00e9tn\u00edho \u010dlov\u011bka na z\u00e1klad\u011b jeho mluven\u00e9ho projevu. To \u010din\u00ed proces identifikace klienta rychlej\u0161\u00edm a z\u00e1rove\u0148 bezpe\u010dn\u011bj\u0161\u00edm. Technologie zvl\u00e1d\u00e1 b\u011bhem kr\u00e1tk\u00e9 chv\u00edle rovn\u011b\u017e ur\u010dit, zda hovo\u0159\u00ed \u017eena, \u010di mu\u017e, kolik je mluv\u010d\u00edmu p\u0159ibli\u017en\u011b let nebo jak\u00e9 je jeho aktu\u00e1ln\u00ed emo\u010dn\u00ed rozpolo\u017een\u00ed.<\/p>\n

\u201eD\u00edky kombinaci t\u011bchto technologi\u00ed tak lze zautomatizovat velk\u00e9 mno\u017estv\u00ed proces\u016f v\u00a0call centru, od prvn\u00edho spojen\u00ed se z\u00e1kazn\u00edkem a\u017e po kone\u010dnou anal\u00fdzu hovoru.<\/em> Typicky se tyto n\u00e1stroje vyu\u017e\u00edvaj\u00ed u chytr\u00fdch callcentrov\u00fdch voicebot\u016f, kte\u0159\u00ed mohou p\u0159epojovat z\u00e1kazn\u00edky na oper\u00e1tory automaticky dle jazyka volaj\u00edc\u00edho, p\u0159\u00edpadn\u011b zodpov\u011bd\u011bt n\u011bkter\u00e9 jednodu\u0161\u0161\u00ed ot\u00e1zky rovnou a zm\u00edrnit tak zahlcen\u00ed agent\u016f,\u201c<\/em> popisuje Kate\u0159ina Zemanov\u00e1<\/strong> ze spole\u010dnosti Phonexia, je\u017e se specializuje na v\u00fdvoj \u0159e\u010dov\u00fdch technologi\u00ed.<\/p>\n

Efektivn\u011bj\u0161\u00ed zapojen\u00ed virtu\u00e1ln\u00edch asistent\u016f<\/strong><\/p>\n

Data z\u00edsk\u00e1van\u00e1 prost\u0159ednictv\u00edm \u0159e\u010dov\u00fdch anal\u00fdz tak umo\u017e\u0148uj\u00ed efektivn\u011bj\u0161\u00ed za\u010dlen\u011bn\u00ed st\u00e1le vyu\u017e\u00edvan\u011bj\u0161\u00edch voicebot\u016f do fungov\u00e1n\u00ed z\u00e1kaznick\u00e9ho centra. \u201eV\u00a0na\u0161em prost\u0159ed\u00ed z\u016fst\u00e1v\u00e1 siln\u00e1 pachu\u0165 z\u00a0boomu virtu\u00e1ln\u00edch asistent\u016f p\u0159ed p\u00e1r lety, kdy byl trh penetrov\u00e1n velk\u00fdm mno\u017estv\u00edm z\u00e1kladn\u00edch \u0159e\u0161en\u00ed, kter\u00e1 z\u00e1kazn\u00edk\u016fm jednodu\u0161e nepom\u00e1hala. Dnes jsou ov\u0161em nejen technologie, ale i samotn\u00e9 n\u00e1stroje mnohem d\u00e1l, a pokud se projektu nasazen\u00ed asistenta v\u011bnuje dostatek energie a pozornosti, dok\u00e1\u017ee p\u0159in\u00e1\u0161et skv\u011bl\u00e9 v\u00fdsledky,\u201c<\/em> popisuje Franti\u0161ek Proch\u00e1zka<\/strong>, Chief Product & Marketing Officer spole\u010dnosti Feedyou, kter\u00e1 se na tvorbu chatbot\u016f a voicebot\u016f specializuje.<\/p>\n

ZAJ\u00cdMAVOST<\/strong><\/p>\n

Za v\u016fbec prvn\u00edho virtu\u00e1ln\u00edho asistenta je pova\u017eov\u00e1n program Eliza simuluj\u00edc\u00ed psychoterapeutick\u00e9 rozhovory, kter\u00fd v\u00a0roce 1966 vyvinul Joseph Weizenbaum. Ten p\u0159i interakci s\u00a0pacienty vyu\u017e\u00edval p\u0159edem definovan\u00e9 scripty. P\u0159esto\u017ee byla Eliza velmi jednoduch\u00e1 a nem\u011bla schopnost skute\u010dn\u011b porozum\u011bt nebo interpretovat lidskou \u0159e\u010d, je pova\u017eov\u00e1na za revolu\u010dn\u00ed, nebo\u0165 nazna\u010dila mo\u017enosti interakce mezi \u010dlov\u011bkem a po\u010d\u00edta\u010dem.<\/strong><\/p>\n

A\u010dkoli jsou virtu\u00e1ln\u00ed asistenti st\u00e1le na vy\u0161\u0161\u00ed \u00farovni, zat\u00edm podle Jana Ned\u011bln\u00edka nehroz\u00ed, \u017ee by zcela nahradili lidsk\u00e9 agenty. Chatboti a voiceboti se toti\u017e skv\u011ble hod\u00ed na odbaven\u00ed rutinn\u00edch probl\u00e9m\u016f, neum\u011bj\u00ed v\u0161ak \u010d\u00edst mezi \u0159\u00e1dky. \u201eChyb\u00ed jim intuice, empatie nebo lep\u0161\u00ed pochopen\u00ed kontextu. Proto jsou prozat\u00edm lid\u0161t\u00ed asistenti st\u00e1le nezbytn\u00ed,\u201c<\/em> dopl\u0148uje odborn\u00edk na z\u00e1kaznick\u00fd servis.<\/p>\n

\u201eKa\u017edop\u00e1dn\u011b v\u0161ak plat\u00ed, \u017ee \u010d\u00edm lep\u0161\u00ed vstup v\u00a0podob\u011b dat virtu\u00e1ln\u00edmu asistentovi poskytnete, t\u00edm kvalitn\u011bj\u0161\u00ed z\u00edsk\u00e1te v\u00fdstup. Proto jsou \u00fadaje z\u00a0\u0159e\u010dov\u00fdch anal\u00fdz a datab\u00e1z\u00ed pro nasazen\u00ed tohoto n\u00e1stroje kl\u00ed\u010dov\u00e9,\u201c <\/em>dod\u00e1v\u00e1.<\/p>\n

Vymodeluje v\u00a0budoucnu i tv\u00e1\u0159?<\/strong><\/p>\n

A\u010dkoli jsou \u0159e\u010dov\u00e9 anal\u00fdzy a metody rozpozn\u00e1v\u00e1n\u00ed hlas\u016f v\u00a0dne\u0161n\u00ed dob\u011b ji\u017e zna\u010dn\u011b pokro\u010dil\u00e9, st\u00e1le je kam se posouvat. Nastupuj\u00edc\u00edm trendem je nap\u0159\u00edklad vyu\u017eit\u00ed takzvan\u00e9ho s\u00e9mantick\u00e9ho vyhled\u00e1v\u00e1n\u00ed, kter\u00e9 umo\u017e\u0148uje snadnou identifikaci kl\u00ed\u010dov\u00fdch slov pomoc\u00ed jejich v\u00fdznamu. To m\u016f\u017ee call centr\u016fm umo\u017enit rychlej\u0161\u00ed orientaci v\u00a0p\u0159epsan\u00fdch hovorech, jejich kategorizaci a reakci na nenad\u00e1l\u00e9 situace.<\/p>\n

\u201eV\u00a0oblasti hlasov\u00e9 biometrie se pak neust\u00e1le posouvaj\u00ed mo\u017enosti identifikace fyziologick\u00fdch aspekt\u016f mluv\u010d\u00edho. V\u00a0ned\u00e1vn\u00e9 MIT studii nap\u0159\u00edklad odborn\u00edci experimentovali s\u00a0takzvan\u00fdm voice2face neboli vygenerov\u00e1n\u00edm pravd\u011bpodobn\u00e9 tv\u00e1\u0159e mluv\u010d\u00edho na z\u00e1klad\u011b hlasu. Nejmodern\u011bj\u0161\u00ed neuronov\u00e9 s\u00edt\u011b by nap\u0159\u00edklad mohly b\u00fdt natr\u00e9nov\u00e1ny tak, aby z\u00a0hlasu odhadly i v\u00fd\u0161ku volaj\u00edc\u00edho,\u201c<\/em> uzav\u00edr\u00e1 Kate\u0159ina Zemanov\u00e1.<\/p>\n","protected":false},"excerpt":{"rendered":"

\u0158e\u010dov\u00e9 anal\u00fdzy, hlasov\u00e1 biometrie \u010di inteligentn\u00ed voiceboti. To jsou n\u011bkter\u00e9 z technologi\u00ed, kter\u00e9 v r\u00e1mci sv\u00e9ho fungov\u00e1n\u00ed vyu\u017e\u00edvaj\u00ed dne\u0161n\u00ed call centra. D\u00edky nim mohou neust\u00e1le […]<\/a><\/p>\n<\/div>","protected":false},"author":2,"featured_media":1912,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[],"class_list":["post-1911","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it"],"_links":{"self":[{"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=\/wp\/v2\/posts\/1911","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1911"}],"version-history":[{"count":3,"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=\/wp\/v2\/posts\/1911\/revisions"}],"predecessor-version":[{"id":1917,"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=\/wp\/v2\/posts\/1911\/revisions\/1917"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=\/wp\/v2\/media\/1912"}],"wp:attachment":[{"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1911"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1911"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.czechbankingnews.cz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1911"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}