{"id":386490,"date":"2020-01-21T05:45:26","date_gmt":"2020-01-21T13:45:26","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/casos-de-uso-de-servicos-traducoes-para-inteligencia-da-cisco-nos-centros-de-contatos-da-cisco\/"},"modified":"2020-01-21T05:45:26","modified_gmt":"2020-01-21T13:45:26","slug":"casos-de-uso-de-servicos-traducoes-para-inteligencia-da-cisco-nos-centros-de-contatos-da-cisco","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/casos-de-uso-de-servicos-traducoes-para-inteligencia-da-cisco-nos-centros-de-contatos-da-cisco\/","title":{"rendered":"Casos de uso de servi\u00e7os tradu\u00e7\u00f5es para intelig\u00eancia da Cisco nos ..."},"content":{"rendered":"


\n Servi\u00e7os de Intelig\u00eancia e Tradu\u00e7\u00e3o<\/span>
\n<\/strong><\/h2>\n

O mundo est\u00e1 se rente; com isso, com a empresa cada vez mais globaliza\u00e7\u00e3o, as barreiras existentes de idioma exigem novas solu\u00e7\u00f5es em mercados verticais, especialmente ao lidar com uma empresa para um cliente.<\/p>\n

A Europa, com seus 24 idiomas diferentes oficial, certamente representa alguns desafios extras para essas empresas que prestam servi\u00e7os em diferentes pa\u00edses, parte da Uni\u00e3o, e isso n\u00e3o \u00e9 nada considerando que h\u00e1 mais de 200 idiomas falados no continente.<\/p>\n

A barreira de idiomas \u00e9 sem d\u00favidas e, ao mesmo tempo, adicionar complexidade para os neg\u00f3cios internacionais, e isso \u00e9 especialmente verdadeiro quando achamos os Centros de Contatos e a experi\u00eancia de alta qualidade dos clientes que eles t\u00eam para oferecer servi\u00e7os de neg\u00f3cio a <\/strong> cliente. Enquanto estiver de neg\u00f3cios para empresa, h\u00e1 um idioma internacional, de fato, que \u00e9 o Ingl\u00eas. Se houver clientes envolvidos, isso n\u00e3o \u00e9 mais uma op\u00e7\u00e3o \u2014 as empresas ter\u00e3o que lidar com os v\u00e1rios idiomas falados dos pa\u00edses.<\/p>\n


\n Restringindo a diferen\u00e7a da central de chamada<\/span>
\n<\/strong><\/h2>\n

Com novas gera\u00e7\u00f5es de novos clientes falando seu idioma falado ao ligar para um centro de contatos, o problema da tradu\u00e7\u00e3o n\u00e3o desaparecer\u00e1 em breve. Esperamos at\u00e9 mesmo que o problema se torne mais dif\u00edcil devido \u00e0 crescente press\u00e3o das pessoas. Em 2017, 2,4 milh\u00f5es de pessoas entraram na UE de pa\u00edses n\u00e3o-UE e um total de 22,3 milh\u00f5es de pessoas (4,4 %) das 512,4 milh\u00f5es de pessoas que morando na UE em 1\u00ba de janeiro de 2018 foram n\u00e3o-membros da UE* Enquanto essas novas fotos n\u00e3o-EU aprender\u00e3o os idiomas locais, elas precisam acessar os servi\u00e7os, especialmente servi\u00e7os p\u00fablicos, e isso \u00e9 um grande <\/p>\n

desafio, em particular para as administra\u00e7\u00e3o p\u00fablicas. Na verdade, um Centro de contatos poderia arcar com esses desafios que empregam agentes de multilanguagem ou mais agentes. Ainda assim, \u00e9 bastante claro que essa \u00e9 uma solu\u00e7\u00e3o ideal e que os custos associados n\u00e3o s\u00e3o insignificantes.<\/p>\n

Al\u00e9m disso, n\u00e3o estamos falando em suportar dois ou tr\u00eas idiomas diferentes, mas um grande n\u00famero de idiomas; para descrever a complexidade desse modelo, considere os desafios que isso representa para um servi\u00e7o de centro de contatos europeu em termos de gerenciamento e <\/strong> otimiza\u00e7\u00f5es do <\/strong>WorkForce. Ao fornecer uma experi\u00eancia de cliente satisfeito, n\u00e3o \u00e9 mais uma quest\u00e3o apenas do n\u00famero de agentes que precisamos a cada hora do dia, da semana e da semana do m\u00eas, mas sim quantos idiomas diferentes eles podem falar \u2014 um autenticidade.<\/p>\n


\n \"Casos
\n<\/a><\/p>\n

\u00a0<\/p>\n


\n A crescente necessidade de agentes de multilanguage<\/strong>
\n<\/span><\/h2>\n

Tamb\u00e9m ocorre com freq\u00fc\u00eancia que os agentes de multilanguage sejam bons em falar dois ou tr\u00eas idiomas, mas n\u00e3o s\u00e3o necess\u00e1rios para escrever esses idiomas. Portanto, o desafio \u00e9 ainda maior para os Centros de Contatos Digitais<\/strong>.<\/p>\n

Recentes progressos na tecnologia de voz e na Compreens\u00e3o de Idioma Natural (NLU) t\u00eam o potencial de transformar os desafios de hoje <\/strong> em novas oportunidades. A Intelligence, integrada nos Centros de Contatos Cognitivos da Cisco, pode oferecer uma excelente solu\u00e7\u00e3o para problemas de neg\u00f3cios como aqueles<\/a> descritos acima. Por exemplo, um Centro de contatos cognitivos da Cisco digital poderia tirar proveito dos recursos do Google AI DialogFlow para fornecer um servi\u00e7o de assist\u00eancia de tradu\u00e7\u00e3o de bate-papo, literalmente capaz de remover a complexidade e os custos do idioma a partir da “equa\u00e7\u00e3o da otimiza\u00e7\u00e3o da for\u00e7a de trabalho do centro de <\/strong> <\/em>contatos”. Vamos ver como no seguinte exemplo de prova de<\/em> conceito:<\/p>\n

Assista ao v\u00eddeo:<\/strong><\/p>\n

https:\/\/youtu.be\/kSeaDUxIOSI Esta <\/p>\n

\u00e9 a arquitetura l\u00f3gica usada no v\u00eddeo.<\/p>\n


\n \"Casos
\n<\/a><\/p>\n

Outro caso de uso que podemos querer considerar como uma prova de conceito \u00e9 quando os centros de contato tradicionais de somente \u00e1udio est\u00e3o localizados em um pa\u00eds fora do pa\u00eds, onde o custo de m\u00e3o de obra \u00e9 <\/em> mais barato. Existem agentes capazes de falar o idioma necess\u00e1rio mesmo que n\u00e3o sejam capazes de falar a l\u00edngua. Por exemplo, esse \u00e9 o caso de centros de contatos de l\u00edngua francesa do norte-africana, centros de contatos italianos est europeus e muito mais.<\/p>\n

Em casos como esses, os Centros de Contatos Cognitivos da Cisco, desenvolvidos pelo Quick Intelligence, podem oferecer um Servi\u00e7o de Assist\u00eancia do Agente de Transcri\u00e7\u00e3o e Tradu\u00e7\u00e3o destinado a ajudar o agente a lidar com idiomas estrangeiros de maneira mais natural, mais r\u00e1pida e <\/a> <\/strong> <\/em> produtiva. Vamos ver como no seguinte exemplo de prova de conceito:<\/p>\n

Assista ao v\u00eddeo:<\/strong><\/p>\n

https:\/\/youtu.be\/lNKWEG5WSDM Esta <\/p>\n

\u00e9 a arquitetura l\u00f3gica usada no v\u00eddeo.<\/p>\n


\n \"
\n<\/a><\/p>\n

\u00a0<\/p>\n

\u00a0<\/p>\n

Transformando a experi\u00eancia do cliente com a IA do centro de contatos<\/h2>\n

A empresa do Contact Center est\u00e1 passando por uma s\u00e9rie de mudan\u00e7as significativas impulsionadas pela inova\u00e7\u00e3o de tecnologia, pelo aumento de redes sociais e pelos novos modelos de consumo que est\u00e3o sendo avaliado pela maioria das empresas.<\/p>\n

Do ponto de vista da tecnologia, h\u00e1 muito pouco d\u00favida de que o processo de Intelig\u00eancia de Call Center tradicional est\u00e1 transformando as centrais de atendimento tradicionais em Call Centers cognitivos. Esta chegada est\u00e1 transformando um custo de IT em uma ferramenta de estrat\u00e9gia de neg\u00f3cios para aumentar a Experi\u00eancia do Cliente, atingir n\u00edveis mais altos de atendimento ao cliente e qualidade, aumentar a produtividade dos agentes e at\u00e9 mesmo redu\u00e7\u00e3o da sua fun\u00e7\u00e3o tradicional para a nova: consultores e CONSULTORES de clientes.
\nA Cisco possui um portf\u00f3lio de solu\u00e7\u00f5es de centro de contatos h\u00edbridos, h\u00edbridos e na nuvem. Isso abrange a migra\u00e7\u00e3o passando para a Nuvem e a demanda por uma arquitetura vers\u00e1til, aberta e consistente em solu\u00e7\u00f5es locais, h\u00edbridas e em nuvem capazes de conceder uma transi\u00e7\u00e3o tranquila para a ampla base de clientes existentes e, ao mesmo tempo, permitir uma inova\u00e7\u00e3o consistente adicionando canais digitais e intelig\u00eancia inteligente.<\/p>\n

Entrar na minha sess\u00e3o no Cisco Live:\u00a0https:\/\/www.ciscolive.com\/emea\/learn\/sessions\/content-catalog.html?search=%20PSOCOL-1317#\/ <\/p>\n

#CLEUR<\/p><\/blockquote>\n


\n \"Conta
\n<\/a><\/p>\n

\u00a0<\/p>\n

\n

Saiba mais<\/strong> v\u00eddeo no YouTube: Cisco Intelligence nos centros de contatos: V\u00eddeo de assist\u00eancia para tradu\u00e7\u00e3o<\/a> do bate-papo no SalesConnect: Cisco Intelligence nos centros de contatos: V\u00eddeo de assist\u00eancia para tradu\u00e7\u00e3o<\/a> de bate-papo no YouTube: Tradu\u00e7\u00e3o de transcri\u00e7\u00e3o de voz dos centros de contatos<\/a> cognitivos Blogs Cisco: Cisco Intelligence nos centros de contatos: IVR de<\/a> conversa\u00e7\u00e3o *Fonte<\/p>\n","protected":false},"excerpt":{"rendered":"

A IA est\u00e1 transformando centros de chamada tradicionais em centros de chamada cognitivas transformando os desafios de multilanguagem de hoje e tornando a tradu\u00e7\u00e3o entre idiomas um importante m\u00e9todo. <\/p>\n","protected":false},"author":5447,"featured_media":386491,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[7998,6226,4739],"class_list":["post-386490","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-colaboracao","category-experiencia-do-cliente","tag-call-center-management-pt-br","tag-central-de-atendimento-como-um-servico","tag-inteligencia-artificial"],"acf":[],"yoast_head":"\nCasos de uso de servi\u00e7os tradu\u00e7\u00f5es para intelig\u00eancia da Cisco nos centros de contatos da Cisco | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-translational-services-use-cases-in-cisco-contact-centers\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Casos de uso de servi\u00e7os tradu\u00e7\u00f5es para intelig\u00eancia da Cisco nos centros de contatos da Cisco | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"A IA est\u00e1 transformando centros de chamada tradicionais em centros de chamada cognitivas transformando os desafios de multilanguagem de hoje e tornando a tradu\u00e7\u00e3o entre idiomas um importante m\u00e9todo.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-translational-services-use-cases-in-cisco-contact-centers\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" 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