- Ukushintsha kusuka kuma-bot asekelwe emithethweni kuya kuma-ejenti azimele kuvumela amathikithi afinyelela ku-92% ukuthi axazululwe ngaphandle kokungenelela komuntu.
- Kunezinhlobo ezahlukene zezindleko, kusukela ekukhokheni kweseshini okungabizi kakhulu kuya ezinkontilekeni zebhizinisi zonyaka ezisezingeni eliphezulu.
- Ukukhetha ithuluzi kuncike kakhulu ekuhlanganisweni ne-CRM yamanje kanye nobuningi bokuxhumana kwe-omnichannel.
Uma ucabanga ngokusungula uhlelo lwesevisi yamakhasimende olunobuhlakani bokwenziwa, cishe usuqaphele ukuthi isimo sishintshe kakhulu . Asisakhulumi ngalawo ma-bot angenangqondo ayekwazi ukuphendula amagama angukhiye kuphela futhi agcina ekhungathekisa umsebenzisi; manje, ngenxa yamamodeli olimi abanzi (ama-LLM) nokuqonda ukuthi i-ChatGPT iyini nokuthi isebenza kanjani , sinabameli abakwazi ukucabanga, ukuqonda umongo , nokuxazulula izinkinga eziyinkimbinkimbi ngokuzimela.
Iqiniso liwukuthi ukusebenzisa esinye salezi zixazululo akuseyona into yokunethezeka kwabambalwa abakhethiwe, kodwa kuyisidingo esibalulekile sokusinda . Njengoba imakethe ikhula ngokushesha kanye nomkhuba ocacile wokwenza izinto ngokuzenzakalela, izinkampani zifuna ukunciphisa izindleko zokusebenza ngaphandle kokwenza amakhasimende azizwe sengathi akhuluma nodonga oluqinile. Ngale ndlela, isihluthulelo akukhona ukufaka noma iyiphi i-bot , kodwa ukuthola ithuluzi elifanelana nomthamo wethikithi lakho kanye nohlelo lwakho lobuchwepheshe.
Igxathu eliya kuma-ejenti azimele ekusekeleni ibhizinisi
Sibhekene noshintsho olukhulu lapho ama-chatbot endabuko esephelelwe yisikhathi, enikeza indawo ama-ejenti e-AI akhiqizayo . Lawa mathuluzi awagcini nje ekuqaliseni isixhumanisi solwazi; angenza izenzo zomhlaba wangempela, njengokuphatha ukubuyiselwa kwemikhiqizo noma ukuguqula okubhaliselwe ngesikhathi sangempela. Umthelela mkhulu kakhulu: kulinganiselwa ukuthi i-AI yengxoxo ingonga izigidigidi zamaRandi ezindlekweni zezikhungo zokuxhumana emhlabeni jikelele.
Ukuze uqonde ukuthi ipulatifomu ilungile ngempela, akwanele ukubheka ukumaketha nje. Kufanele ubheke izinga lokuxazulula elizenzakalelayo , elingahluka kakhulu phakathi kuka-30% no-92% kuye ngethuluzi. Amanye amaphuzu abalulekile ikhwalithi yokudluliselwa kumenzeli ongumuntu (ukuqinisekisa ukuthi umenzeli uthola yonke ingqikithi edingekayo ukuze kugwenywe ukwenza ikhasimende liziphindaphinde) kanye nokuthobela ngokuqinile i- GDPR maqondana nokuhlala kwedatha ngaphakathi kwe-EU.
Ukuhlaziywa okuningiliziwe kwezixazululo ezihamba phambili emakethe
Uma kukhulunywa ngezindinganiso emkhakheni webhizinisi, i-Zendesk AI ivelele njengesilinganiso . Ikhono layo lokuhlukanisa amathikithi ngemizwa kanye nenhloso lihle kakhulu, yize ukusetshenziswa kwayo kuvame ukuba yinkimbinkimbi futhi kudinga isabelomali esikhulu. Kulabo asebesebenza ngaphakathi kwe-Salesforce ecosystem, i-Agentforce iyisinqumo esinengqondo , njengoba isebenzisa wonke umlando we-CRM ukuvumela i-AI ukuthi iqonde ikhasimende ngaphambi kokuthi bathayiphe igama labo lokuqala.
Ngakolunye uhlangothi, uma ufuna into elula futhi yesimanje, i-Intercom Fin iyisilo ngokwesipiliyoni sokuxoxa. Imodeli yayo yokukhokha ngesinqumo isobala kakhulu, yize ingabiza kakhulu uma unevolumu enkulu. Uma isabelomali siyinto eza kuqala, i-Freshdesk ene-Freddy AI ayinqobeki , inikeza izindleko eziphansi kakhulu ngeseshini kanye nohlelo olukhulu lwamahhala lwamaqembu amancane afuna ukuqala ngaphandle kokufaka imali eningi engcupheni.
- Isiqhingi: Yakhelwe izinkampani ezinkulu kuphela, iwungqimba lwe-AI oluzimele olwakhelwe phezu kwamanye ama-helpdesk.
- I-Tidio: Igugu le-e-commerce, ikakhulukazi uma usebenzisa i-Shopify, ngenxa yesivinini sayo sokusetshenziswa.
- Isikhungo Sesevisi se-HubSpot: Kuhle kakhulu ekuhlanganiseni ukumaketha nokusekelwa kusizindalwazi esisodwa.
- Impendulo.io: Uchwepheshe we-omnichannel yangempela, ukuphatha i-WhatsApp ne-VoIP ngokushelela okumangalisayo.
Amathuluzi akhethekile nezinketho zabathuthukisi
Akuzona zonke izinto eziyisofthiwe yomthombo ovaliwe. Kulabo abadinga ukulawula okuphelele, iBotPress isibe yintandokazi phakathi kwabadali ngenxa yomhleli wayo obonakalayo kanye nekhono layo lokuxhuma kunoma iyiphi i-LLM ngaphandle kwezindleko ezengeziwe. Ngokufanayo, i-Dialogflow ye-Google kanye ne-Amazon Lex zinikeza ingqalasizinda eqinile kulabo asebevele behlanganiswe kumapulatifomu amafu ala ma-giants, okuvumela ukudalwa kwemisebenzi yokusebenza yezwi neyombhalo ekwazi ukulinganiswa kakhulu.
Kukhona futhi izindawo ezithile ezikhethekile. I-Sprinklr iyithuluzi elifanele uma umkhiqizo wakho ukhona kakhulu ezinkundleni zokuxhumana futhi udinga ukuqapha ukukhulunywa ngawo ukuze ugweme izinkinga zodumo. Okwamanje, i-LivePerson ingumakadebona olawula ukufuduka kwethrafikhi yocingo iye eziteshini zedijithali, futhi ivame kakhulu emikhakheni lapho ukuphepha kubaluleke kakhulu, njengebhange noma ezokuxhumana.
I-matrix yezinqumo: Ungayikhetha kanjani ipulatifomu yakho efanelekile?
Ukuze ugweme ukuqagela, kungcono ukuhlaziya iziguquguquko ezintathu: ivolumu yemiyalezo, ubunzima bemibuzo, kanye nesofthiwe osuvele uyisebenzisa. Uma unevolumu enkulu futhi ufuna ukonga izindleko , iya ngqo ku-Freshdesk noma ku-Tidio. Uma udinga i-AI ukuze ucabange ngezinqubo eziyinkimbinkimbi futhi ube nesabelomali sebhizinisi, i-Ada noma i-Zendesk yiyona ndlela okufanele uhambe ngayo.
Kubalulekile ukugwema izindleko ezifihliwe. Amanye amapulatifomu abonakala eshibhile ekuqaleni, kodwa akhokhisa imali eyengeziwe ngocingo ngalunye lwe-API oluya kumodeli yolimi. Qiniseka ukuthi ubuza ukuthi intengo ifaka ukusetshenziswa kwamathokheni noma ingabe kuyinkokhelo ehlukile. Futhi, khumbula ukuthi ukushintsha amapulatifomu kusho ukwakha kabusha i-bot kusukela ekuqaleni, ngakho ukukhetha efanele kusukela ekuqaleni kubalulekile ukuze ugweme ukuchitha isikhathi nemali.
Ukwakhiwa kokusekelwa okuhlanganisiwe okusebenzayo
Impumelelo ayixhomekile kuphela kusofthiwe ngokwayo, kodwa futhi endleleni ehlangana ngayo nomsebenzi. Umthetho wegolide uyimodeli ehlanganisiwe : vumela i-AI ibhekane no-80% wemibuzo ephindaphindwayo nekhathazayo, okuvumela abantu ukuthi bagxile ezimweni ezidinga uzwela nokucabanga okunesu . Lokhu akugcini nje ngokuthuthukisa ukusebenza kahle kodwa futhi kuvimbela nokukhathala phakathi kwama-ejenti asekelayo.
Ukuhlaziya okubikezelayo kuyisinyathelo esilandelayo. Akusekho ukuphendula nje kuphela, kodwa kumayelana nokulindela. Amathuluzi athuthuke kakhulu angaxwayisa umphathi uma iklayenti elibalulekile libonisa izimpawu zokunganeliseki ngokusekelwe kuthoni yemiyalezo yalo, okuvumela ukungenelela komuntu ngaphambi kokuba iklayenti linqume ukukhansela isevisi yalo.
Ngamafuphi, ukuzenzekela kwenkonzo yamakhasimende akusekho inketho futhi sekuyindlela yokuncintisana kwebhizinisi, lapho ukuhlanganiswa kwama-ejenti azimele, ukuhlanganiswa okujulile ne-CRM, kanye nesu lokudlulisela elibushelelezi lomuntu kuqinisekisa ukuthi ukusebenza kahle akunciphisi ikhwalithi yesipiliyoni somsebenzisi wokugcina.
