{"id":4502,"date":"2018-08-21T15:35:12","date_gmt":"2018-08-21T15:35:12","guid":{"rendered":"https:\/\/cxblog.com\/quem-tem-medo-dos-chatbots-nos-nao\/"},"modified":"2022-02-23T10:23:54","modified_gmt":"2022-02-23T10:23:54","slug":"quem-tem-medo-dos-chatbots-nos-nao","status":"publish","type":"post","link":"https:\/\/cxblog.com\/pt-pt\/quem-tem-medo-dos-chatbots-nos-nao\/","title":{"rendered":"Quem Tem Medo dos Chatbots? N\u00f3s N\u00e3o!"},"content":{"rendered":"\n

A ind\u00fastria dos Contact Centers tem sido apontada como das mais impactadas pelo surgimento, sofistica\u00e7\u00e3o e massifica\u00e7\u00e3o dos chatbots<\/em>. De facto a Gartner<\/em> projeta que em 2020 cerca 85% das intera\u00e7\u00f5es com os Contact Centers ser\u00e3o atendidas por chatbots<\/em> e n\u00e3o por agentes humanos. E j\u00e1 est\u00e1 a acontecer. Quando interagimos com as empresas atrav\u00e9s dos seus sites ou redes sociais uma parte significativa dessas intera\u00e7\u00f5es j\u00e1 \u00e9 assegurada por chatbots<\/em>. E mesmo quem liga para os Contact Centers v\u00ea cada vez mais as suas intera\u00e7\u00f5es de voz serem resolvidas por agentes virtuais providos de intelig\u00eancia artificial, recorrendo inclusive a comunica\u00e7\u00e3o com linguagem natural.<\/p>\n\n\n\n

“Ent\u00e3o os Contact Centers com humanos v\u00e3o acabar e esse pessoal vai ficar todo desempregado?”<\/p>\n\n\n\n

E tudo isto n\u00e3o acontece por acaso. De facto acontece porque o potencial dos chatbots \u00e9 enorme. Especialmente se falamos de processos transacionais simples, de pouco valor acrescentado e com alta facilidade de automatiza\u00e7\u00e3o. E a\u00ed os chatbots s\u00e3o imbat\u00edveis, pois conseguem responder a quest\u00f5es simples de forma muito mais r\u00e1pida e eficiente do que os humanos alguma vez conseguir\u00e3o.Para al\u00e9m disso a escalabilidade dos chatbots tende para infinito. Enquanto a resposta dada por humanos tem limita\u00e7\u00f5es de escala, decorrentes da pr\u00f3pria natureza humana, os chatbots s\u00e3o escal\u00e1veis. Enquanto num Contact Center um agente humano s\u00f3 consegue atender uma intera\u00e7\u00e3o de cada vez, os chatbots t\u00eam a capacidade de atender in\u00fameras intera\u00e7\u00f5es em simult\u00e2neo. Num Contact Center quantas mais intera\u00e7\u00f5es ocorrerem mais agentes humanos ser\u00e3o necess\u00e1rios. Isso torna o custo por intera\u00e7\u00e3o praticamente linear. A escalabilidade poss\u00edvel atrav\u00e9s de chatbots permite apontar que quanto maior for uma organiza\u00e7\u00e3o maior o potencial de poupan\u00e7a no custo por intera\u00e7\u00e3o.<\/p>\n\n\n\n

E a apesar de serem chatbots que respondem a quest\u00f5es transacionais simples conseguem j\u00e1 comunicar de forma humana e informal. E ainda por cima consegue-se passar uma mensagem e uma comunica\u00e7\u00e3o 100% consistente e independente do humor e interpreta\u00e7\u00e3o humana. E sem erros humanos. Quantas vezes pequenas quest\u00f5es nos Contact Centers s\u00e3o impactadas pelo erro humano? Todos temos hist\u00f3rias para contar.<\/p>\n\n\n\n

Ent\u00e3o os Contact Centers com humanos v\u00e3o acabar e esse pessoal vai ficar todo desempregado? A hist\u00f3ria demonstra que se existe setor que desde sempre tem sido impactado pela tecnologia tem sido o dos Contact Centers. Chegou a implementa\u00e7\u00e3o e segmenta\u00e7\u00e3o no IVR (o famoso \u201cprima 1\u201d), os sites e seus tutoriais, a internet m\u00f3vel e as apps. Tudo isso teve impacto na ind\u00fastria dos Contact Centers. Mas acima de tudo teve impacto na vida das pessoas. N\u00e3o \u00e9 melhor ser atendido rapidamente e ver a nossa intera\u00e7\u00e3o resolvida de forma eficiente e inclusive mais barata? Claro que sim. E os profissionais dos Contact Centers, por estarem orientados para o Servi\u00e7o ao Cliente, t\u00eam sempre acolhido de bra\u00e7os abertos tudo o que facilita e melhora a vida dos Clientes.N\u00e3o temos medo dos chatbots<\/em>. Antes pelo contr\u00e1rio. Faz muito tempo que aprendemos a dividir o nosso espa\u00e7o de trabalho com a automatiza\u00e7\u00e3o. Os chatbots<\/em> e a automatiza\u00e7\u00e3o do atendimento tem permitido libertar os agentes humanos para tarefas de interpreta\u00e7\u00e3o e execu\u00e7\u00e3o mais complexas.<\/p>\n\n\n\n

“Os chatbots e a automatiza\u00e7\u00e3o dos atendimentos n\u00e3o caem do c\u00e9u de um dia para o outro”<\/p>\n\n\n\n

O caminho est\u00e1 a ser constru\u00eddo por solu\u00e7\u00f5es mistas humanos-chatbots. As quest\u00f5es respondidas por chatbots<\/em> s\u00e3o aquelas em que os Clientes n\u00e3o esperam simpatia e cordialidade mas sim uma resolu\u00e7\u00e3o r\u00e1pida e eficiente, inclusive num hor\u00e1rio 24\/7. As quest\u00f5es que carecem de interpreta\u00e7\u00f5es complexas, inclusive da dificuldade de express\u00e3o por parte dos Clientes s\u00e3o resolvidas pelos Agentes humanos. Em outros casos aos chatbots<\/em> fazem a triagem e recolha de informa\u00e7\u00e3o num primeiro n\u00edvel e depois passam a resolu\u00e7\u00e3o para os agentes humanos.<\/p>\n\n\n\n

Para al\u00e9m disso os chatbots<\/em> s\u00f3 s\u00e3o poss\u00edveis de implementar em organiza\u00e7\u00f5es que tenham os seus processos bem definidos, organizados e documentados. E esse \u00e9 um campo profissional para onde t\u00eam evolu\u00eddo muitos profissionais de Contact Centers, pelo seu conhecimento dos processos das empresas, capacidade de sistematiza\u00e7\u00e3o e orienta\u00e7\u00e3o para o Cliente. Outro campo tem sido ensinar os pr\u00f3prios robots<\/em>. Os chatbots<\/em> e a automatiza\u00e7\u00e3o dos atendimentos n\u00e3o caem do c\u00e9u de um dia para o outro. E esse caminho de transforma\u00e7\u00e3o tem sido terreno f\u00e9rtil para evolu\u00e7\u00e3o profissional dos profissionais dos Contact Centers.<\/p>\n","protected":false},"excerpt":{"rendered":"

A ind\u00fastria dos Contact Centers tem sido apontada como das mais impactadas pelo surgimento, sofistica\u00e7\u00e3o e massifica\u00e7\u00e3o dos chatbots. De facto a Gartner projeta que em 2020 cerca 85% das intera\u00e7\u00f5es com os Contact Centers ser\u00e3o atendidas por chatbots e n\u00e3o por agentes humanos. E j\u00e1 est\u00e1 a acontecer. Quando interagimos com as empresas atrav\u00e9s […]<\/p>\n","protected":false},"author":19,"featured_media":4603,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"off","ocean_gallery_id":[],"footnotes":""},"categories":[71,102],"tags":[],"class_list":["post-4502","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-pt-pt","category-ladislau-batalha-pt-pt","entry","has-media"],"acf":[],"yoast_head":"\nQuem Tem Medo dos Chatbots? 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