{"id":6825,"date":"2020-09-12T16:03:40","date_gmt":"2020-09-12T09:03:40","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6825"},"modified":"2020-09-12T16:03:40","modified_gmt":"2020-09-12T09:03:40","slug":"dich-vu-khach-hang-tro-ly-thong-minh","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/dich-vu-khach-hang-tro-ly-thong-minh\/","title":{"rendered":"THE EVOLUTION OF CUSTOMER SERVICE: SMART ASSISTANTS"},"content":{"rendered":"<p><em>Ch\u1eb3ng m\u1ea5y ch\u1ed1c s\u1ebd qua th\u1eddi b\u1ea1n b\u1ecb l\u00e0m phi\u1ec1n b\u1edfi nh\u1eefng tin nh\u1eafn spam, nh\u1eefng c\u00e2u h\u1ecfi t\u1eeb chatbot. Nh\u1eefng chatbot th\u00f4ng minh c\u00f3 th\u1ec3 b\u1eaft ch\u01b0\u1edbc c\u00e1ch n\u00f3i chuy\u1ec7n c\u1ee7a con ng\u01b0\u1eddi v\u00e0 kh\u01a1i g\u1ee3i nh\u1eefng cu\u1ed9c h\u1ed9i tho\u1ea1i t\u1ef1 nhi\u00ean. B\u1eb1ng c\u00e1ch n\u00e0y, ch\u00fang c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng trong c\u00e1c t\u01b0\u01a1ng t\u00e1c trong t\u01b0\u01a1ng lai.<\/em><\/p>\n<p><img decoding=\"async\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/sa___thay_a_a__i_va___da__ch_va___kha_ch_ha_ng_f9cc8b4c531e40c39d11da8beb49405f_grande.jpg\" alt=\"tr\u1ee3 l\u00fd th\u00f4ng minh\" \/><\/p>\n<p><em>Ngu\u1ed3n h\u00ecnh \u1ea3nh: Red Ant<\/em><\/p>\n<p>Steven Ball c\u1ee7a C\u00f4ng ty ph\u1ea7n m\u1ec1m Aspect gi\u1edbi thi\u1ec7u v\u1ec1 th\u1eddi \u0111\u1ea1i m\u1edbi c\u1ee7a chatbot v\u00e0 c\u00e1ch c\u00e1c t\u1ed5 ch\u1ee9c t\u01b0 duy t\u00e2n ti\u1ebfn \u0111ang b\u1eaft \u0111\u1ea7u s\u1eed d\u1ee5ng tr\u1ee3 gi\u00fap th\u00f4ng minh trong contact center.<\/p>\n<p>Ch\u1eb3ng m\u1ea5y ch\u1ed1c s\u1ebd qua th\u1eddi b\u1ea1n b\u1ecb l\u00e0m phi\u1ec1n b\u1edfi nh\u1eefng tin nh\u1eafn spam, nh\u1eefng c\u00e2u h\u1ecfi t\u1eeb chatbot. Nh\u1eefng lo\u1ea1i chatbots n\u00e0y th\u01b0\u1eddng kh\u00f4ng c\u00f3 t\u00e1c d\u1ee5ng trong vi\u1ec7c gi\u00fap kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, th\u00e2m ch\u00ed khi\u1ebfn h\u1ecd ch\u00e1n n\u1ea3n v\u00e0 th\u1ea5t v\u1ecdng.<\/p>\n<p>R\u1ea5t may, c\u00f4ng ngh\u1ec7 \u0111ang thay \u0111\u1ed5i c\u00e1ch th\u1ee9c m\u00e0 c\u00e1c robot n\u00e0y t\u01b0\u01a1ng t\u00e1c v\u1edbi con ng\u01b0\u1eddi, t\u1eed t\u1ebf v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n. Th\u00f4ng qua s\u1ef1 k\u1ebft h\u1ee3p c\u1ee7a machine learning v\u00e0 th\u1ea5u hi\u1ec3u ng\u00f4n ng\u1eef, nh\u1eefng chatbot m\u1edbi v\u00e0 th\u00f4ng minh h\u01a1n \u0111ang \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 b\u1eaft ch\u01b0\u1edbc c\u00e1ch n\u00f3i chuy\u1ec7n c\u1ee7a con ng\u01b0\u1eddi v\u00e0 kh\u01a1i g\u1ee3i nh\u1eefng cu\u1ed9c h\u1ed9i tho\u1ea1i t\u1ef1 nhi\u00ean. Nh\u1eefng chatbot th\u00f4ng minh c\u00f3 th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y trong khi thu th\u1eadp d\u1eef li\u1ec7u v\u00e0 t\u00ecm hi\u1ec3u v\u1ec1 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch n\u00e0y, ch\u00fang c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng trong c\u00e1c t\u01b0\u01a1ng t\u00e1c trong t\u01b0\u01a1ng lai.<\/p>\n<p>C\u00f4ng ngh\u1ec7 \u0111ang th\u1ef1c s\u1ef1 thay \u0111\u1ed5i nh\u1eefng g\u00ec ch\u00fang ta bi\u1ebft v\u00e0 hi\u1ec3u v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Cung c\u1ea5p\u00a0gi\u1ea3i ph\u00e1p v\u1ec1 kh\u00e1ch h\u00e0ng v\u1edbi t\u1ed1c \u0111\u1ed9 v\u00e0 s\u1ef1 thu\u1eadn ti\u1ec7n ch\u01b0a t\u1eebng c\u00f3. Nh\u1eefng robot n\u00e0y ho\u1ea1t \u0111\u1ed9ng 24\/7 \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi gian th\u1ef1c, ch\u00fang gi\u1ed1ng nh\u1eefng tr\u1ee3 l\u00fd th\u00f4ng minh h\u01a1n l\u00e0 robot.<\/p>\n<p>V\u1edbi nh\u1eefng ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng truy\u1ec1n th\u1ed1ng, kh\u00e1ch h\u00e0ng c\u00f3 l\u00fac nh\u01b0 ph\u1ea3i ch\u1edd \u0111\u1ee3i c\u1ea3 \u0111\u1eddi tr\u01b0\u1edbc khi th\u1ef1c s\u1ef1 c\u00f3 m\u1ed9t ng\u01b0\u1eddi gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd. V\u1edbi chatbot, m\u1ecdi gi\u1ea3i \u0111\u00e1p \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c m\u00e0 kh\u00f4ng c\u00f3 b\u1ea5t k\u1ef3 b\u1ea3n nh\u1ea1c n\u00e0o vang l\u00ean khi ch\u1edd \u0111\u1ee3i cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i. Nh\u1eefng l\u1ee3i \u00edch n\u00e0y, ch\u1eafc ch\u1eafn kh\u00f4ng th\u1ec3 li\u00ean quan h\u01a1n n\u1eefa \u0111\u1ebfn nhu c\u1ea7u \u0111ang thay \u0111\u1ed5i c\u1ee7a l\u1edbp kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i.<\/p>\n<p>Nghi\u00ean c\u1ee9u cho th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i &#8211; \u0111\u1eb7c bi\u1ec7t l\u00e0 millennials &#8211; ng\u00e0y c\u00e0ng tr\u1edf n\u00ean thi\u1ebfu ki\u00ean nh\u1eabn v\u00e0 mong mu\u1ed1n d\u1ecbch v\u1ee5 nhanh, hi\u1ec7u qu\u1ea3, h\u1ecd d\u1ec5 c\u00e1u k\u1ec9nh. V\u00ed d\u1ee5, 30% trong s\u1ed1 millennial mong \u0111\u1ee3i m\u1ed9t ph\u1ea3n h\u1ed3i d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng trong v\u00f2ng 10 ph\u00fat khi h\u1ecd li\u00ean l\u1ea1c v\u1edbi m\u1ed9t c\u00f4ng ty th\u00f4ng qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i.<\/p>\n<p>M\u1ed9t l\u1ea7n n\u1eefa, kh\u00e1ch h\u00e0ng \u0111ang ng\u00e0y c\u00e0ng mong nh\u1eefng d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p qua n\u1ec1n t\u1ea3ng di \u0111\u1ed9ng. Ch\u1ec9 s\u1ed1 tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi ti\u00eau d\u00f9ng trong n\u0103m 2017 c\u1ee7a ch\u00fang t\u00f4i cho th\u1ea5y 2\/3 s\u1ed1 ng\u01b0\u1eddi ch\u1ecdn d\u1ecbch v\u1ee5 th\u00f4ng qua c\u00e1c k\u00eanh cung c\u1ea5p v\u0103n b\u1ea3n so v\u1edbi n\u00f3i chuy\u1ec7n tr\u1ef1c ti\u1ebfp qua \u0111i\u1ec7n tho\u1ea1i. \u0110i\u1ec1u n\u00e0y t\u1ea1o n\u00ean s\u1ef1 ti\u1ec7n l\u1ee3i cho kh\u00e1ch h\u00e0ng, nh\u01b0 nh\u1eefng cu\u1ed9c \u0111\u00e0m tho\u1ea1i c\u00f3 th\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c tr\u00ean c\u00f9ng m\u1ed9t thi\u1ebft b\u1ecb nh\u1eafn tin m\u00e0 m\u1ecdi ng\u01b0\u1eddi s\u1eed d\u1ee5ng h\u00e0ng ng\u00e0y. R\u00f5 r\u00e0ng v\u1edbi nhi\u1ec1u ng\u01b0\u1eddi ti\u00eau d\u00f9ng hi\u1ec7n nay, c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng truy\u1ec1n th\u1ed1ng, qua \u0111i\u1ec7n tho\u1ea1i \u0111\u00e3 kh\u00e1 l\u1ed7i th\u1eddi.<\/p>\n<p>Kinh doanh c\u0169ng nhanh ch\u00f3ng \u0111\u00e1nh th\u1ee9c nh\u1eefng ti\u1ebfn b\u1ed9 c\u00f4ng ngh\u1ec7 c\u00f9ng v\u1edbi ngu\u1ed3n t\u00e0i nguy\u00ean r\u1ed9ng l\u1edbn v\u00e0 c\u01a1 h\u1ed9i ti\u1ebft ki\u1ec7m chi ph\u00ed. Nghi\u00ean c\u1ee9u c\u1ee7a Gartner cho th\u1ea5y \u0111\u1ebfn n\u0103m 2020, vi\u1ec7c s\u1eed d\u1ee5ng c\u00e1c tr\u1ee3 l\u00fd \u1ea3o s\u1ebd nh\u1ea3y v\u1ecdt t\u1edbi 1000%.<\/p>\n<p>Tuy nhi\u00ean, \u0111\u1ec3 t\u1eadn d\u1ee5ng \u0111\u01b0\u1ee3c nh\u1eefng c\u01a1 h\u1ed9i n\u00e0y m\u00e0 v\u1eabn duy tr\u00ec c\u00e1c ti\u00eau chu\u1ea9n cao nh\u1ea5t v\u1ec1\u00a0<a href=\"http:\/\/bell24vietnam.vn\/vi\/4\/5\/80\/5-ly-do-khien-khach-hang-roi-bo-doanh-nghiep-va-giai-phap-khac-phuc.html\">customer service<\/a>, c\u00e1c t\u1ed5 ch\u1ee9c ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd c\u00f3 c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng c\u00f4ng ngh\u1ec7 ph\u00f9 h\u1ee3p. Kh\u00e1ch h\u00e0ng mu\u1ed1n c\u00f3 tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf nh\u1ea5t c\u00f3 th\u1ec3, \u0111i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch v\u00e0 th\u00fa v\u1ecb t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i.<\/p>\n<p>Chatbot kh\u00f4ng th\u1ec3 gi\u1ea3i quy\u1ebft t\u1ea5t c\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1, v\u00e0 s\u1ef1 t\u01b0\u01a1ng t\u00e1c th\u1ef1c s\u1ef1 c\u1ee7a con ng\u01b0\u1eddi s\u1ebd lu\u00f4n lu\u00f4n \u0111\u00f3ng m\u1ed9t vai tr\u00f2 then ch\u1ed1t trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, h\u1ec7 th\u1ed1ng ph\u1ea3i qu\u1ea3n l\u00fd nh\u1eefng c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 s\u00e1t sao bao g\u1ed3m c\u1ea3 t\u1ef1 gi\u1ea3i \u0111\u00e1p v\u00e0 t\u1ed5ng \u0111\u00e0i h\u1ed7 tr\u1ee3.<\/p>\n<p>Kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi nh\u1eefng v\u1ea5n \u0111\u1ec1 v\u1ec1 vi\u1ec7c x\u1eed l\u00fd khi\u1ebfu n\u1ea1i hay qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng nhi\u1ec1u tr\u1edf l\u1ea1i ho\u1eb7c t\u1ed1n th\u1eddi gian. Nhu c\u1ea7u v\u1ec1 nh\u1eefng chatbot c\u00f3 kh\u1ea3 n\u0103ng giao ti\u1ebfp nh\u01b0 ng\u01b0\u1eddi th\u1eadt v\u00e0 hi\u1ec3u r\u00f5 l\u1ecbch s\u1eed trao \u0111\u1ed5i gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 th\u01b0\u01a1ng hi\u1ec7u ng\u00e0y c\u00e0ng t\u0103ng. \u0110\u00e2y l\u00e0 l\u00fd do c\u00e1c h\u1ec7 th\u1ed1ng chatbot t\u1ed1t ch\u1ea5t ph\u1ea3i ph\u00f9 h\u1ee3p v\u1edbi chi\u1ebfc l\u01b0\u1ee3c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111a k\u00eanh t\u1ed5ng qu\u00e1t.<\/p>\n<p>Kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u00e1nh gi\u00e1 cao nh\u1eefng chatbot \u0111em l\u1ea1i cho h\u1ecd c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c l\u1eafng nghe qua nh\u1eefng \u0111o\u1ea1n h\u1ed9i tho\u1ea1i. N\u00f3 gi\u00fap doanh nghi\u1ec7p kh\u00e1c bi\u1ec7t h\u00f3a h\u1ecd v\u1edbi \u0111\u1ed1i th\u1ee7 v\u00e0 \u0111\u1ea3m b\u1ea3o gi\u1eef \u0111\u01b0\u1ee3c cam k\u1ebft v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<br \/>\nC\u00f4ng ngh\u1ec7 \u0111ang thay \u0111\u1ed5i c\u00e1ch th\u1ee9c c\u00e1c doanh nghi\u1ec7p t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, t\u1ea1o ra c\u00e1c m\u1ed1i quan h\u1ec7 t\u1ed1t \u0111\u1eb9p h\u01a1n v\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft theo c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t c\u00f3 th\u1ec3. Nh\u1eefng ph\u00e1t tri\u1ec3n n\u00e0y kh\u00f4ng th\u1ec3 b\u1ecf qua khi ch\u00fang nhanh ch\u00f3ng tr\u1edf th\u00e0nh ti\u00eau chu\u1ea9n v\u00e0 \u0111ang \u0111\u01b0\u1ee3c c\u00e1c t\u1ed5 ch\u1ee9c thu\u1ed9c ch\u1ea5p nh\u1eadn. Nh\u1eefng t\u1ed5 ch\u1ee9c kh\u00f4ng ch\u1ea5p nh\u1eadn gi\u1ea3i ph\u00e1p n\u00e0y c\u00f3 th\u1ec3 b\u1ecb b\u1ecf l\u1ea1i ph\u00eda sau khi ti\u00eau chu\u1ea9n v\u1ec1 s\u1ef1 ph\u1ee5c v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng cao, th\u1eddi gian v\u00e0 s\u1ef1 l\u1eafng nghe \u0111\u1ed1i v\u1edbi h\u1ecd tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng \u0111i\u1ec3m m\u1ea5u ch\u1ed1t \u0111\u1ec3 t\u0103ng \u0111\u1ed9 tin c\u1eady \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>","protected":false},"excerpt":{"rendered":"<p>Ch\u1eb3ng m\u1ea5y ch\u1ed1c s\u1ebd qua th\u1eddi b\u1ea1n b\u1ecb l\u00e0m phi\u1ec1n b\u1edfi nh\u1eefng tin nh\u1eafn spam, nh\u1eefng c\u00e2u h\u1ecfi t\u1eeb chatbot. [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6826,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-6825","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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