{"id":120793,"date":"2020-05-19T18:37:32","date_gmt":"2020-05-19T22:37:32","guid":{"rendered":"https:\/\/news.sap.com\/latinamerica\/?p=120793"},"modified":"2023-10-19T14:29:37","modified_gmt":"2023-10-19T18:29:37","slug":"como-mantener-la-calidad-del-servicio-al-cliente-en-tiempos-de-covid-19-y-sin-riesgo-de-contagio","status":"publish","type":"post","link":"https:\/\/news.sap.com\/latinamerica\/2020\/05\/como-mantener-la-calidad-del-servicio-al-cliente-en-tiempos-de-covid-19-y-sin-riesgo-de-contagio\/","title":{"rendered":"C\u00f3mo mantener la calidad del servicio al cliente en tiempos de COVID-19 y sin riesgo de contagio"},"content":{"rendered":"<ul>\n<li><em>Cuando el contacto humano es un factor principal en el contagio del COVID-19, los chatbots son la soluci\u00f3n para mantener un servicio al cliente de primera sin tiempo de espera.<\/em><\/li>\n<\/ul>\n<p><strong>Centroam\u00e9rica 5 de mayo de 2020. &#8211;<\/strong> La globalizaci\u00f3n y la evoluci\u00f3n tecnol\u00f3gica permiten a los pa\u00edses maximizar su interconectividad y operaciones comerciales, y derivado de esta din\u00e1mica, las epidemias traspasen fronteras m\u00e1s r\u00e1pido. Por su naturaleza de conectar a personas de diferentes partes del mundo, diversos sectores est\u00e1n siendo afectados por la pandemia COVID-19, lo cual invita a repensar qu\u00e9 medidas previas o con qu\u00e9 elementos se tienen para responder ante estos hechos.<\/p>\n<p>Los estragos que esta emergencia sanitaria ha causado en la econom\u00eda mundial van desde la ca\u00edda del mercado burs\u00e1til hasta el retraso en las cadenas productivas de industrias como la automotriz o manufactura. \u00c9stas \u00faltimas, enfrentan la ca\u00edda del <a href=\"https:\/\/www.csis.org\/analysis\/global-economic-impacts-covid-19\">17.2% de las exportaciones<\/a> chinas, lo que impacta particularmente en las cadenas globales de valor.<\/p>\n<p><em> \u201cSituaciones sanitarias como la que vivimos actualmente no se pueden anticipar, sin embargo, s\u00ed podemos mitigar su impacto gracias a herramientas tecnol\u00f3gicas que permiten responder con la velocidad que se requiere\u201d coment\u00f3 <\/em><strong>Randall Quir\u00f3s, Gerente General de 麻豆原创 para Centroam\u00e9rica.<\/strong><\/p>\n<p>En el caso muy particular del COVID 19, las medidas de distanciamiento social y cuarentena implementada por la mayor\u00eda de gobiernos a nivel mundial, han sido tomadas para que no exista ning\u00fan tipo de contacto entre humanos. Pero c\u00f3mo lograr esto, si la interacci\u00f3n humana es clave para la resoluci\u00f3n de conflictos. La respuesta la puede dar \u00fanicamente la tecnolog\u00eda y la respuesta espec\u00edfica son los Chatbots.<\/p>\n<p><strong>\u00bfQu\u00e9 son los chatbots?<\/strong><\/p>\n<p>Los chatbots son aplicaciones inform\u00e1ticas basadas en la <a href=\"https:\/\/news.sap.com\/latinamerica\/2017\/10\/11\/la-inteligencia-artificial-ya-esta-aqui-bl0g\/?url_id=originalpost-blogentry-innovationBlogLAC-2017_blog-trend-otherpost\">inteligencia artificial<\/a> que permiten simular la conversaci\u00f3n con una persona, d\u00e1ndole respuestas automatizadas a sus dudas o preguntas m\u00e1s comunes. Por este motivo, son cada vez m\u00e1s utilizados como una manera alternativa de gestionar 24\/7 la atenci\u00f3n al cliente. Lo m\u00e1s importante es que no implica contacto humano alguno.<\/p>\n<p><strong>\u00bfC\u00f3mo funciona un chatbot?<\/strong><\/p>\n<p>Los chatbots est\u00e1n \u201centrenados\u201d para dar respuesta a la misma pregunta formulada de diferentes formas, despu\u00e9s de un periodo de adaptaci\u00f3n el chatbot ser\u00e1 capaz de mejorar sus respuestas mediante el aprendizaje. Como toda implementaci\u00f3n, existe la posibilidad de que el chatbot no sea capaz de entender una pregunta, en esos casos se le reprograma para que pueda dar una respuesta de forma m\u00e1s natural.<\/p>\n<p>Adem\u00e1s de responder preguntas, los chatbots son capaces de realizar operaciones como levantar un pedido, reportar incidencias t\u00e9cnicas o brindar informaci\u00f3n sobre un determinado producto o servicio. Su operatividad tiene lugar dentro de las aplicaciones de mensajer\u00eda.<\/p>\n<p><strong>\u00bfPor qu\u00e9 son una tecnolog\u00eda prometedora para las empresas?<br \/>\n<\/strong><br \/>\nEsta tecnolog\u00eda aun esta en procesos de adopci\u00f3n en muchas industrias y tiene grandes oportunidades, los chatbots ofrecen varias ventajas para las empresas como:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.sap.com\/latinamerica\/products\/human-resources-hcm\/recruiting-onboarding.html?url_id=text-blogentry-innovationBlogLAC-2017_blog-trend-sapcom\">Ahorrar costos en formaci\u00f3n y personal<\/a> del departamento de atenci\u00f3n al cliente.<\/li>\n<li>Atender las principales dudas y gestiones de los usuarios de manera r\u00e1pida.<\/li>\n<li>Posibilitar una interacci\u00f3n muy \u00e1gil con el cliente.<\/li>\n<li>Brindar atenci\u00f3n al cliente en todo momento, cuando este lo requiera.<\/li>\n<li>A muchas personas les resulta m\u00e1s sencillo y c\u00f3modo hablar con un robot que con la persona encargada de atenderle telef\u00f3nicamente.<\/li>\n<li>El tiempo de espera de un cliente para ser atendido se reduce a casi cero.<\/li>\n<\/ul>\n<ul>\n<li>Recientes estudios han encontrado que el 80% de los millennials prefiere darle sus datos a un bot que a un humano, lo cual ha empujado a las grandes marcas a modernizarse para reforzar su <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/crm-commerce\/customer-service.html?url_id=text-blogentry-innovationBlogLAC-2017_blog-trend-sapcom\">servicio al cliente<\/a>.<\/li>\n<\/ul>\n<p>Adem\u00e1s de facilitar la atenci\u00f3n y mejorar la <a href=\"https:\/\/www.sap.com\/latinamerica\/assetdetail\/2016\/05\/b4c14526-6f7c-0010-82c7-eda71af511fa.html\/?url_id=originalpost-blogentry-innovationBlogLAC-2017_blog-trend-otherpost\">experiencia del cliente<\/a>, una ventaja adicional del chatbot son las posibilidades publicitarias, las cuales se incrementar\u00e1n a medida que la tecnolog\u00eda de <a href=\"https:\/\/www.sap.com\/latinamerica\/trends\/machine-learning.html#leonardo?url_id=originalpost-blogentry-innovationBlogLAC-2017_blog-trend-otherpost\">Machine Learning<\/a> siga creciendo dentro de las empresas. De igual forma, el uso de chatbots en la coyuntura actual, puede ser una alternativa para monitorear el progreso de pacientes ya infectados sin tener que exponer a m\u00e9dicos o especialistas.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cuando el contacto humano es un factor principal en el contagio del COVID-19, los chatbots son la soluci\u00f3n para mantener un servicio al cliente de&#8230;<\/p>\n","protected":false},"author":492,"featured_media":120794,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[52091,52096,24297],"tags":[3807363,5596029,41219],"series":[],"region":[22190],"sapn-display":[],"sapn-type":[],"class_list":["post-120793","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industrias","category-pymes-temas","category-tecnologia","tag-chatbots","tag-covid-19","tag-randall-quiros","region-centroamerica"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.8 (Yoast SEO v28.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>C\u00f3mo mantener la calidad del servicio al cliente en tiempos de COVID-19 y sin riesgo de contagio - 麻豆原创 News Center Latinoam\u00e9rica<\/title>\n<meta name=\"robots\" content=\"index, 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