{"id":8163,"date":"2024-10-28T06:45:26","date_gmt":"2024-10-28T09:45:26","guid":{"rendered":"https:\/\/printwayy.com\/blog\/?p=8163"},"modified":"2024-10-28T08:41:51","modified_gmt":"2024-10-28T11:41:51","slug":"ia-no-atendimento-percepcoes-e-ferramentas-para-o-seu-outsourcing","status":"publish","type":"post","link":"https:\/\/printwayy.com\/blog\/ia-no-atendimento-percepcoes-e-ferramentas-para-o-seu-outsourcing\/","title":{"rendered":"IA no atendimento &#8211; percep\u00e7\u00f5es e ferramentas para o seu outsourcing de impress\u00e3o"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-8164 size-full\" src=\"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2024\/10\/ia-no-atendimento-outsourcing.png\" alt=\"Uma impressora e, junto a ela, um bal\u00e3o de conversa com IA escrito.\" width=\"1920\" height=\"1000\" \/><\/p>\n<h5><span style=\"font-weight: 400;\">&#x25b6;&#xfe0f;&#x1f3a7; <\/span><b>Clique no play e aproveite a vers\u00e3o em \u00e1udio deste conte\u00fado agora mesmo! Voc\u00ea tamb\u00e9m pode ouvir pelo Spotify, \u00e9 s\u00f3 acessar pelo t\u00edtulo do post aqui em baixo:\u00a0<\/b><\/h5>\n<iframe src=\"https:\/\/open.spotify.com\/embed\/?uri=spotify:episode:3oKgPLXgJmCdtLoJqCaqDt?si=a37b71695ccc4dce\" width=\"100%\" height=\"80\" frameBorder=\"0\" allowfullscreen=\"\" allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" style=\"max-width:100%px;max-height:80px;min-height:80px;\"><\/iframe>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Desde a populariza\u00e7\u00e3o da intelig\u00eancia artificial, que ganhou um <\/span><i><span style=\"font-weight: 400;\">boom <\/span><\/i><span style=\"font-weight: 400;\">nos \u00faltimos dois anos, v\u00e1rias solu\u00e7\u00f5es surgiram com o poder de auxiliar os servi\u00e7os, ainda mais quando falamos em IA no atendimento ao cliente, que exige bastante cuidado quanto ao equil\u00edbrio em manter o toque humanizado.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">O cliente quer ser atendido e ter sua demanda solucionada rapidamente &#8211; isso \u00e9 um fato, mas essa necessidade est\u00e1 vindo acompanhada de outros fatores, como o desejo por uma conversa personalizada.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Sabe quando voc\u00ea vai a um restaurante que frequenta regularmente e, chegando l\u00e1, o gar\u00e7om j\u00e1 sabe o seu nome e pedido favorito? \u00c9 isso que as pessoas buscam em todos os tipos de servi\u00e7o que consomem. Ter um atendimento diferenciado traz o sentimento de que a empresa realmente se importa com o cliente.<\/span><\/p>\n<blockquote>\n<h4><i><span style=\"font-weight: 400;\">\u201c89% dos tomadores de decis\u00e3o acreditam que a personaliza\u00e7\u00e3o \u00e9 inestim\u00e1vel para o sucesso de seus neg\u00f3cios nos pr\u00f3ximos tr\u00eas anos.\u201d<\/span><\/i> <span style=\"font-weight: 400;\">&#8211; <\/span><a href=\"https:\/\/segment.com\/state-of-personalization-report\/\" target=\"_blank\" rel=\"noopener\"><b>Relat\u00f3rio The State of Personalization 2024<\/b><\/a><i><span style=\"font-weight: 400;\">\u00a0<\/span><\/i><\/h4>\n<\/blockquote>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">\u00c9 aqui que a IA desempenha um papel fundamental, analisando os dados de uso e comportamento, permitindo a identifica\u00e7\u00e3o de diferentes contextos, apoiando os times a fim de oferecer um servi\u00e7o emp\u00e1tico, combinado a tecnologia e a proximidade que os clientes valorizam.<\/span><\/p>\n<h2 style=\"text-align: center;\"><b>Aliando a IA no atendimento de maneira humanizada<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">A empresa de consultoria McKinsey &amp; Company, publicou em 2023 o artigo \u201c<\/span><a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/the-next-frontier-of-customer-engagement-ai-enabled-customer-service\" target=\"_blank\" rel=\"noopener\"><b><i>The next frontier of customer engagement: AI-enabled customer service<\/i><\/b><\/a><span style=\"font-weight: 400;\">\u201d (A pr\u00f3xima fronteira do engajamento com o cliente: atendimento ao cliente habilitado por IA, em portugu\u00eas) e abordou percep\u00e7\u00f5es sobre o novo modelo de atendimento, que come\u00e7a antes mesmo do cliente entrar em contato com uma demanda espec\u00edfica, indo at\u00e9 o fornecimento de solu\u00e7\u00f5es com apoio de IA e avalia\u00e7\u00e3o do atendimento.\u00a0\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">O infogr\u00e1fico trazido pela publica\u00e7\u00e3o, intitulado \u201c<\/span><b>O futuro do atendimento ao cliente se baseia na IA para oferecer experi\u00eancias envolventes e gerar valores duradouros<\/b><span style=\"font-weight: 400;\">\u201d relaciona as etapas de um processo de atendimento ao cliente com o suporte da intelig\u00eancia artificial:<\/span><\/p>\n<div id=\"attachment_8165\" style=\"width: 847px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-8165\" class=\"wp-image-8165 size-full\" src=\"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2024\/10\/infografico-mckinsey-company.png\" alt=\"Infogr\u00e1fico dispon\u00edvel no artigo \u201cThe next frontier of customer engagement: AI-enabled customer service\u201d, publicado no site da McKinsey &amp; Company. \" width=\"837\" height=\"582\" \/><p id=\"caption-attachment-8165\" class=\"wp-caption-text\">Fonte: Artigo \u201cThe next frontier of customer engagement: AI-enabled customer service\u201d, publicado no site da McKinsey &amp; Company.<\/p><\/div>\n<h5 style=\"text-align: justify;\"><b><br \/>\nA) Comunica\u00e7\u00e3o proativa<\/b><span style=\"font-weight: 400;\"> vinculada aos principais impulsionadores de demanda;<\/span><\/h5>\n<h5 style=\"text-align: justify;\"><b>B) Reconhecimento de inten\u00e7\u00e3o e est\u00edmulos<\/b><span style=\"font-weight: 400;\"> antes que o cliente entre em contato;<\/span><\/h5>\n<h5 style=\"text-align: justify;\"><b>C) Capacita\u00e7\u00e3o <\/b><b><i>omnichannel<\/i><\/b> <span style=\"font-weight: 400;\">com autoatendimento para jornadas de servi\u00e7o;<\/span><\/h5>\n<h5 style=\"text-align: justify;\"><b>D) IA conversacional <\/b><span style=\"font-weight: 400;\">em cada ponto de entrada;<\/span><\/h5>\n<h5 style=\"text-align: justify;\"><b>E) Prepara\u00e7\u00e3o da linha de frente <\/b><span style=\"font-weight: 400;\">com treinamento para agentes apoiados por um reposit\u00f3rio de conhecimento e IA;<\/span><\/h5>\n<h5 style=\"text-align: justify;\"><b>F) Intera\u00e7\u00f5es altamente personalizadas e consultivas<\/b><span style=\"font-weight: 400;\"> impulsionam relacionamento e valor, com resolu\u00e7\u00e3o r\u00e1pida ou automatizada de problemas;<\/span><\/h5>\n<h5 style=\"text-align: justify;\"><b>G) Medi\u00e7\u00e3o de desempenho<\/b><span style=\"font-weight: 400;\"> por meio de um centro de controle que acompanha a precis\u00e3o e a efici\u00eancia das resolu\u00e7\u00f5es.<\/span><\/h5>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\"><br \/>\nEle real\u00e7a tamb\u00e9m que 75% dos clientes utilizam m\u00faltiplos canais para se comunicar (e aqui, verificamos a import\u00e2ncia de ser <\/span><a href=\"https:\/\/printwayy.com\/blog\/seja-omnichannel-integre-os-canais-de-comunicacao-e-atenda-mais-pessoas\/\" target=\"_blank\" rel=\"noopener\"><b>omnichannel<\/b><\/a><span style=\"font-weight: 400;\">), indo muito al\u00e9m do uso de apenas chatbots.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Outro ponto comentado por eles \u00e9 o fator humano no servi\u00e7o amparado por IA:<\/span><\/p>\n<blockquote>\n<h4 style=\"text-align: justify;\"><i><span style=\"font-weight: 400;\">\u201cUm modelo de atendimento ao cliente apoiado por IA reinventado, portanto, abrange todos os pontos de contato \u2014 n\u00e3o apenas canais de auto atendimento digital, mas tamb\u00e9m op\u00e7\u00f5es com atendentes em ag\u00eancias ou em plataformas de m\u00eddia social, onde a IA pode auxiliar os colaboradores em tempo real a fornecer resultados de alta qualidade. Mesmo antes de os clientes entrarem em contato, um sistema apoiado por IA pode antecipar suas prov\u00e1veis \u200b\u200bnecessidades e gerar prompts para o agente.\u201d<\/span><\/i><\/h4>\n<\/blockquote>\n<h2 style=\"text-align: center;\"><b>Ferramentas para apoiar seu atendimento<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">A IA pode estar presente no atendimento ao cliente de diversas maneiras. A utiliza\u00e7\u00e3o de <\/span><a href=\"https:\/\/printwayy.com\/blog\/a-era-dos-chatbots-os-robos-conversam-com-seus-clientes\/\" target=\"_blank\" rel=\"noopener\"><b>chatbots<\/b><\/a><span style=\"font-weight: 400;\">, uma das ferramentas mais comuns, \u00e9 capaz de oferecer respostas instant\u00e2neas e de maneira automatizada para perguntas que acontecem com frequ\u00eancia, e atuando 24 horas por dia.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">No artigo da McKinsey &amp; Company, h\u00e1 o exemplo onde o sistema tem o potencial de avisar que a fatura do cart\u00e3o de cr\u00e9dito do cliente est\u00e1 mais alta do que o normal, enquanto destaca os requisitos de limite m\u00ednimo e sugere op\u00e7\u00f5es de plano de pagamento a serem oferecidas.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">E, caso o cliente entre em contato, o atendente consegue n\u00e3o apenas responder a uma pergunta imediata, mas tamb\u00e9m oferecer suporte que aprofunde o relacionamento e potencialmente evite uma chamada extra mais tarde.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Nesse sentido, trazendo para o nosso contexto, podemos utilizar a <\/span><a href=\"https:\/\/printwayy.com\/blog\/reposicao-inteligente-de-suprimentos\/\" target=\"_blank\" rel=\"noopener\"><b>reposi\u00e7\u00e3o inteligente de suprimentos<\/b><\/a><span style=\"font-weight: 400;\">, realizada pelo Dragon. O monitoramento cont\u00ednuo permite que o outsourcing envie apenas a quantidade necess\u00e1ria de suprimentos para um determinado per\u00edodo, levando em considera\u00e7\u00e3o os dados de uso emitidos pelo cliente.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Al\u00e9m de cumprir a fun\u00e7\u00e3o de evitar o desperd\u00edcio de suprimentos, ela permite que o provedor conhe\u00e7a o perfil cada cliente, tendo uma informa\u00e7\u00e3o valiosa em m\u00e3os, e pode servir para sugerir a amplia\u00e7\u00e3o do parque locado, caso perceba que o volume de impress\u00e3o e uso de toner \u00e9 mais alto que o previsto.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Com o sistema, tamb\u00e9m \u00e9 poss\u00edvel que o provedor realize uma solu\u00e7\u00e3o proativa de problemas, j\u00e1 que h\u00e1 o monitoramento em tempo real das impressoras, dando a vantagem de identificar antes mesmo que ele acione o suporte.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Sugerimos outros conte\u00fados relacionados a atendimento ao cliente aqui no blog para voc\u00ea acessar, confira:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#x1f7e1; <\/span><a href=\"https:\/\/printwayy.com\/blog\/atendimento-ao-cliente-novos-insights-para-sua-operacao\/\" target=\"_blank\" rel=\"noopener\"><b>Atendimento ao cliente: novos insights para sua opera\u00e7\u00e3o<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">&#x1f535; <\/span><a href=\"https:\/\/printwayy.com\/blog\/suporte-de-ti-veja-as-diferencas-entre-help-desk-service-desk-e-field-service\/\" target=\"_blank\" rel=\"noopener\"><b>Suporte de TI: veja as diferen\u00e7as entre help desk, service desk e field service<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">&#x1f7e1; <\/span><a href=\"https:\/\/printwayy.com\/blog\/atendimento-rapido-e-a-importancia-de-um-chat-online\/\" target=\"_blank\" rel=\"noopener\"><b>Atendimento r\u00e1pido e a import\u00e2ncia de um chat online<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">&#x1f535; <\/span><a href=\"https:\/\/printwayy.com\/blog\/atendimento-ao-cliente-voce-esta-fazendo-do-jeito-certo\/\" target=\"_blank\" rel=\"noopener\"><b>Atendimento ao cliente: voc\u00ea est\u00e1 fazendo do jeito certo?<\/b><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"Solu\u00e7\u00f5es de IA no atendimento ao cliente surgiram para auxiliar as empresas, mas demandam cuidado quanto ao equil\u00edbrio em manter o toque humanizado.","protected":false},"author":11,"featured_media":8166,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","episode_type":"audio","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[315],"tags":[252,361,360],"series":[],"class_list":["post-8163","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-empreendedorismo-e-gestao","tag-atendimento-ao-cliente","tag-ia","tag-inteligencia-artificial"],"episode_featured_image":"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2024\/10\/ia-no-atendimento-outsourcing-2.png","episode_player_image":"https:\/\/printwayy.com\/blog\/wp-content\/uploads\/2024\/10\/ia-no-atendimento-outsourcing-2.png","download_link":"","player_link":"","audio_player":false,"episode_data":{"playerMode":"light","subscribeUrls":[],"rssFeedUrl":"https:\/\/printwayy.com\/blog\/feed\/podcast\/blog-da-printwayy","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"728iIB0voU\"><a href=\"https:\/\/printwayy.com\/blog\/ia-no-atendimento-percepcoes-e-ferramentas-para-o-seu-outsourcing\/\">IA no atendimento &#8211; percep\u00e7\u00f5es e ferramentas para o seu outsourcing de impress\u00e3o<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/printwayy.com\/blog\/ia-no-atendimento-percepcoes-e-ferramentas-para-o-seu-outsourcing\/embed\/#?secret=728iIB0voU\" width=\"500\" height=\"350\" title=\"&#8220;IA no atendimento &#8211; percep\u00e7\u00f5es e ferramentas para o seu outsourcing de impress\u00e3o&#8221; &#8212; Blog da PrintWayy\" data-secret=\"728iIB0voU\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! 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