{"id":6848,"date":"2021-09-12T16:28:32","date_gmt":"2021-09-12T09:28:32","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6848"},"modified":"2024-06-21T08:13:20","modified_gmt":"2024-06-21T08:13:20","slug":"contact-center-trong-tuong-lai","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/contact-center-trong-tuong-lai\/","title":{"rendered":"CONTACT CENTER IN THE FUTURE"},"content":{"rendered":"

N\u0103m\u00a02035<\/strong>, m\u1ecdi th\u1ee9 s\u1ebd d\u1ea7n t\u1ef1 \u0111\u1ed9ng h\u00f3a. V\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng c\u00f2n thi\u1ebfu coi tr\u1ecdng trung t\u00e2m li\u00ean l\u1ea1c.<\/p>\n

Khi b\u1eaft \u0111\u1ea7u n\u00f3i v\u1ec1 t\u01b0\u01a1ng lai c\u1ee7a\u00a0Contact Center,<\/strong>\u00a0m\u1ecdi th\u1ee9 d\u1ea7n c\u00f3 v\u1ebb t\u1ed1t h\u01a1n.<\/p>\n

C\u00e1c t\u1ed5 ch\u1ee9c \u0111ang d\u1ea7n chuy\u1ec3n d\u1eef li\u1ec7u sang \u0111\u00e1m m\u00e2y, t\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh c\u0169ng tr\u1edf n\u00ean quan tr\u1ecdng h\u01a1n,\u00a0tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o AI<\/strong>\u00a0c\u0169ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng v\u1edbi nh\u1eefng c\u00e1ch m\u1edbi m\u1ebb v\u00e0 th\u00fa v\u1ecb h\u01a1n \u0111\u1ec3 t\u0103ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u01b0ng v\u1edbi ng\u00e0nh n\u00e0y, lu\u00f4n c\u00f3 s\u1ef1 thay \u0111\u1ed5i li\u00ean t\u1ee5c, ch\u00fang ta lu\u00f4n b\u1ecb cho\u00e1ng ng\u1ee3p b\u1edfi nh\u1eefng c\u1ea3i ti\u1ebfn m\u1edbi \u0111\u01b0\u1ee3c \u0111\u01b0a ra ngo\u00e0i kh\u00f4ng gian c\u00f4ng ngh\u1ec7. V\u00ec v\u1eady, h\u00e3y \u0111eo k\u00ednh VR c\u1ee7a b\u1ea1n v\u00e0o, v\u00e0 ph\u00f3ng t\u1ea7m m\u1eaft ra xa, t\u01b0\u01a1ng lai c\u1ee7a ng\u00e0nh\u00a0Contact Center<\/strong>\u00a0c\u00f2n th\u00fa v\u1ecb h\u01a1n nhi\u1ec1u.<\/p>\n

\"\"<\/p>\n

BOTs b\u00e2y gi\u1edd c\u00f2n \u201ccon ng\u01b0\u1eddi\u201d h\u01a1n c\u1ea3 con ng\u01b0\u1eddi<\/strong><\/h2>\n

Trong t\u01b0\u01a1ng lai, c\u00f4ng ngh\u1ec7 chatbots s\u1ebd l\u00e0 m\u1ed9t c\u00f4ng ngh\u1ec7 ho\u00e0n to\u00e0n m\u1edbi.\u00a0Google<\/strong>\u00a0m\u1edbi \u0111\u00e2y \u0111\u00e3 cho th\u1ea5y c\u00f4ng ngh\u1ec7\u00a0chatbots<\/strong>\u00a0c\u00f3 th\u1ec3 \u0111i xa \u0111\u1ebfn m\u1ee9c n\u00e0o b\u1eb1ng vi\u1ec7c ra m\u1eaft m\u1ed9t c\u00f4ng ngh\u1ec7 m\u1edbi l\u00e0\u00a0Google Duplex<\/strong>, s\u1ebd thay b\u1ea1n g\u1ecdi cho kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u00ean l\u1ecbch cu\u1ed9c h\u1eb9n.<\/p>\n

B\u1eb1ng c\u00e1ch t\u1eadp h\u1ee3p ki\u1ebfn th\u1ee9c v\u1ec1 ng\u00f4n ng\u1eef, h\u1ecdc s\u00e2u v\u00e0 chuy\u1ec3n v\u0103n b\u1ea3n th\u00e0nh gi\u1ecdng n\u00f3i,\u00a0chatbots<\/strong>\u00a0c\u00f3 th\u1ec3 hi\u1ec3u b\u1ed1i c\u1ea3nh v\u00e1 s\u1eafc th\u00e1i \u0111\u1ec3 c\u00f3 m\u1ed9t cu\u1ed9c tr\u00f2 chuy\u1ec7n th\u00e0nh c\u00f4ng m\u00e0 \u0111\u1ed1i ph\u01b0\u01a1ng kh\u00f4ng h\u1ec1 bi\u1ebft.<\/p>\n

Hi\u1ec7n t\u1ea1i chatbots \u0111\u00e3 c\u00f3 th\u1ec3 tr\u00f2 chuy\u1ec7n, v\u1eady trong t\u01b0\u01a1ng lai c\u00f4ng ngh\u1ec7 n\u00e0y s\u1ebd \u0111i xa \u0111\u1ebfn \u0111\u00e2u? Th\u1eadm ch\u00ed b\u1eb1ng vi\u1ec7c ph\u00e2n t\u00edch c\u1ea3m x\u00fac b\u1eb1ng gi\u1ecdng n\u00f3i, c\u00f2n c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u1ebfn s\u1ef1 \u0111\u1ed3ng c\u1ea3m. B\u1ea1n c\u00f3 \u0111ang r\u00f9ng m\u00ecnh? V\u00ec ch\u00fang t\u00f4i c\u0169ng \u0111ang r\u00f9ng m\u00ecnh.<\/p>\n

C\u00e1c nh\u00f3m \u0111\u01b0\u1ee3c ph\u00e2n quy\u1ec1n c\u1ee7a c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean<\/strong><\/h2>\n

Kh\u00f4ng ph\u1ea3i lo l\u1eafng v\u1ec1 vi\u1ec7c c\u00f4ng vi\u1ec7c c\u1ee7a t\u01b0 v\u1ea5n vi\u00ean s\u1ebd b\u1ecb c\u00e1c c\u1ed7 m\u00e1y kh\u1ed5ng l\u1ed3 gi\u00e0nh h\u1ebft th\u1eadm ch\u00ed t\u00e1c nh\u00e2n con ng\u01b0\u1eddi ng\u00e0y c\u00e0ng c\u00f3 vai tr\u00f2 quan tr\u1ecdng h\u01a1n.<\/p>\n

Theo nghi\u00ean c\u1ee9u c\u1ee7a\u00a0NICE<\/strong>\u00a0\u201cXu h\u01b0\u1edbng\u00a0Contact Center 2025<\/strong>, c\u01a1 h\u1ed9i v\u00e0 chi\u1ebfn l\u01b0\u1ee3c\u201d, t\u01b0\u01a1ng lai c\u1ee7a\u00a0Contact Center<\/strong>\u00a0n\u1eb1m \u1edf trung t\u00e2m tr\u1ea3i nghi\u1ec7m, m\u1ed9t b\u1ed9 ph\u1eadn ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 vi\u1ec7c ph\u00e1t tri\u1ec3n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 s\u1ef1 t\u01b0\u01a1ng t\u00e1c gi\u1eefa doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/p>\n

Theo b\u00e1o c\u00e1o, trung t\u00e2m tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c t\u1ea1o th\u00e0nh t\u1eeb c\u00e1c nh\u00f3m \u0111\u1ea1i l\u00fd ph\u00e2n quy\u1ec1n, \u0111\u1ec3 th\u00fac \u0111\u1ea9y tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c th\u00e0nh vi\u00ean c\u1ee7a nh\u00f3m n\u00e0y \u0111a s\u1ed1 l\u00e0m vi\u1ec7c t\u1ea1i nh\u00e0, l\u00e0 c\u00e1c chuy\u00ean gia v\u1ec1 m\u1ea1ng x\u00e3 h\u1ed9i, truy\u1ec1n th\u00f4ng v\u00e0 s\u1eb5n s\u00e0ng cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u1edf t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh.<\/p>\n

\u0110\u00e3 c\u00f3 m\u1ed9t ph\u00e1t hi\u1ec7n v\u1ec1 vi\u1ec7c c\u00e1c Contact Center s\u1eed d\u1ee5ng c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean l\u00e0m vi\u1ec7c t\u1ea1i nh\u00e0,\u00a052%<\/strong>\u00a0s\u1ed1 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi l\u1ef1a ch\u1ecdn nh\u1eefng t\u01b0 v\u1ea5n vi\u00ean l\u00e0m vi\u1ec7c t\u1ea1i nh\u00e0. Ph\u01b0\u01a1ng ph\u00e1p l\u00e0m vi\u1ec7c n\u00e0y gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m chi ph\u00ed v\u00e0 gi\u00fap cho c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 \u0111i\u1ec1u ki\u1ec7n l\u00e0m vi\u1ec7c tho\u1ea3i m\u00e1i h\u01a1n. B\u00e1o c\u00e1o t\u1eeb\u00a0NICE<\/strong>\u00a0d\u1ef1 \u0111o\u00e1n r\u1eb1ng c\u00e1c t\u01b0 v\u1ea5n vi\u00ean n\u00e0y s\u1ebd d\u1ea7n tr\u1edf th\u00e0nh xu h\u01b0\u1edbng v\u00e0 s\u1ebd \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o, \u0111\u01b0\u1ee3c trang b\u1ecb c\u00e1c k\u1ef9 n\u0103ng \u0111\u1ec3 tr\u1edf th\u00e0nh\u00a0\u201csuper-agent\u201d<\/strong>\u00a0trong t\u01b0\u01a1ng lai.<\/p>\n

Internet of Things l\u00e0 m\u1ed9t \u0111i\u1ec3m quan tr\u1ecdng<\/strong><\/h2>\n

V\u1edbi nh\u1eefng ng\u01b0\u1eddi ch\u01b0a bi\u1ebft thu\u1eadt ng\u1eef n\u00e0y, th\u00ec\u00a0Internet of Things<\/strong>\u00a0l\u00e0 h\u1ec7 th\u1ed1ng c\u00e1c thi\u1ebft b\u1ecb s\u1eed d\u1ee5ng m\u1ea1ng internet \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u00e0 ho\u1ea1t \u0111\u1ed9ng. Quay l\u1ea1i c\u00f4ng ngh\u1ec7\u00a0Google Duplex<\/strong>\u00a0t\u1ef1 \u0111\u1ed9ng th\u1ef1c hi\u1ec7n cu\u1ed9c g\u1ecdi thay b\u1ea1n, h\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng xem m\u1ed9t ng\u00e0y khi chi\u1ebfc t\u1ee7 l\u1ea1nh c\u1ee7a b\u1ea1n b\u1ecb l\u1ed7i b\u1ed9 ph\u1eadn l\u00e0m \u0111\u00e1 v\u00e0 b\u1ea1n th\u1eadm ch\u00ed kh\u00f4ng bi\u1ebft \u0111\u1ebfn l\u1ed7i n\u00e0y, thi\u1ebft b\u1ecb s\u1ebd ch\u1ee7 \u0111\u1ed9ng li\u00ean h\u1ec7 v\u1edbi trung t\u00e2m h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt c\u1ee7a nh\u00e0 cung c\u1ea5p \u0111\u1ec3 th\u00f4ng b\u00e1o.<\/p>\n

V\u1ec1 c\u01a1 b\u1ea3n, nh\u00e0 s\u1ea3n xu\u1ea5t g\u1eb7p kh\u00f3 kh\u0103n v\u1ec1 k\u1ef9 thu\u1eadt v\u00e0 kh\u00f4ng mu\u1ed1n l\u00e0m phi\u1ec1n b\u1ea1n, v\u00ec v\u1eady n\u00f3 \u0111\u00e3 t\u1ef1 \u0111\u0103ng nh\u1eadp v\u00e0 th\u1ef1c hi\u1ec7n cu\u1ed9c g\u1ecdi.<\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111ang \u0111i \u0111\u1ebfn c\u1ea5p \u0111\u1ed9 ti\u1ebfp theo.<\/p>\n

Th\u1eadt s\u1ef1 r\u1ea5t th\u00fa v\u1ecb khi ngh\u0129 v\u1ec1 nh\u1eefng g\u00ec s\u1ebd di\u1ec5n ra trong t\u01b0\u01a1ng lai, v\u00e0 tr\u00ean kia l\u00e0 3 xu h\u01b0\u1edbng ch\u1eafc ch\u1eafn s\u1ebd ph\u00e1t tri\u1ec3n trong th\u1eddi gian s\u1eafp t\u1edbi.<\/p>\n

<\/div>","protected":false},"excerpt":{"rendered":"

N\u0103m\u00a02035, m\u1ecdi th\u1ee9 s\u1ebd d\u1ea7n t\u1ef1 \u0111\u1ed9ng h\u00f3a. 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