{"id":19892,"date":"2024-09-20T13:27:47","date_gmt":"2024-09-20T18:27:47","guid":{"rendered":"https:\/\/bolttech.io\/insights\/de-tao-ra-trai-nghiem-khach-hang-tuyet-voi-hay-them-dau-an-cua-con-nguoi\/"},"modified":"2024-09-20T13:27:52","modified_gmt":"2024-09-20T18:27:52","slug":"de-tao-ra-trai-nghiem-khach-hang-tuyet-voi-hay-them-dau-an-cua-con-nguoi","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/de-tao-ra-trai-nghiem-khach-hang-tuyet-voi-hay-them-dau-an-cua-con-nguoi\/","title":{"rendered":"\u0110\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi, h\u00e3y th\u00eam d\u1ea5u \u1ea5n c\u1ee7a con ng\u01b0\u1eddi"},"content":{"rendered":"\n

C\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 cho ph\u00e9p c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m m\u1edf r\u1ed9ng ph\u1ea1m vi ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng h\u01a1n bao gi\u1edd h\u1ebft.\nC\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m hi\u1ec7n c\u00f3 th\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m tr\u1ef1c tuy\u1ebfn ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, cung c\u1ea5p th\u00f4ng tin v\u00e0 thu th\u1eadp d\u1eef li\u1ec7u trong m\u00f4i tr\u01b0\u1eddng k\u1ef9 thu\u1eadt s\u1ed1. <\/p>\n\n

Tuy nhi\u00ean, c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 kh\u00f4ng th\u1ec3 l\u00e0m m\u1ecdi th\u1ee9.\nC\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m, \u0111\u1ea1i l\u00fd v\u00e0 kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 th\u1ec3 \u0111\u1ed1i ph\u00f3 v\u1edbi c\u00e1c t\u00ecnh hu\u1ed1ng c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c t\u00ednh ph\u00ed cao, t\u1eeb s\u1ef1 nh\u1ea7m l\u1eabn v\u1ec1 vi\u1ec7c mua ch\u00ednh s\u00e1ch n\u00e0o \u0111\u1ebfn \u0111au bu\u1ed3n khi \u0111\u1ebfn l\u00fac n\u1ed9p \u0111\u01a1n y\u00eau c\u1ea7u b\u1ed3i th\u01b0\u1eddng.\nC\u00f4ng ngh\u1ec7 c\u00f3 th\u1ec3 x\u1eed l\u00fd c\u00e1c chi ti\u1ebft k\u1ef9 thu\u1eadt c\u1ee7a nhi\u1ec1u t\u01b0\u01a1ng t\u00e1c nh\u01b0 v\u1eady, nh\u01b0ng n\u00f3 kh\u00f4ng th\u1ec3 gi\u1ea3i th\u00edch cho s\u1ef1 tinh t\u1ebf c\u1ee7a c\u1ea3m x\u00fac con ng\u01b0\u1eddi. <\/p>\n\n

\u0110\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u1ea3i c\u00e2n b\u1eb1ng hi\u1ec7u qu\u1ea3 k\u1ef9 thu\u1eadt s\u1ed1 v\u1edbi s\u1ef1 ch\u00e2n th\u00e0nh c\u1ee7a con ng\u01b0\u1eddi.<\/p>\n\n

T\u1ea1i sao ph\u1ea7n m\u1ec1m s\u1ebd kh\u00f4ng l\u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n<\/h2>\n\n

M\u1ed9t s\u1ef1 chuy\u1ec3n \u0111\u1ed5i h\u00e0ng lo\u1ea1t c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng sang mua s\u1eafm tr\u1ef1c tuy\u1ebfn \u0111\u00e3 \u0111\u01b0\u1ee3c ti\u1ebfn h\u00e0nh trong v\u00e0i n\u0103m.\nV\u00e0o th\u00e1ng 10 n\u0103m 2017, Christie Schneider<\/a> t\u1ea1i IBM d\u1ef1 \u0111o\u00e1n r\u1eb1ng v\u00e0o n\u0103m 2020, 85% t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c x\u1eed l\u00fd ch\u1ec9 b\u1eb1ng c\u00f4ng ngh\u1ec7, kh\u00f4ng c\u00f3 s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a con ng\u01b0\u1eddi. <\/p>\n\n

Ch\u00fang ta c\u00f3 th\u1ec3 ch\u01b0a \u0111\u1ea1t \u0111\u1ebfn ng\u01b0\u1ee1ng 85% \u0111\u00f3, nh\u01b0ng \u0111\u1ea1i d\u1ecbch g\u1ea7n \u0111\u00e2y \u0111\u00e3 \u0111\u1ea9y nhanh \u0111\u00e1ng k\u1ec3 qu\u00e1 tr\u00ecnh chuy\u1ec3n \u0111\u1ed5i sang k\u1ef9 thu\u1eadt s\u1ed1.\nM\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t c\u1ee7a nh\u00e0 cung c\u1ea5p ph\u1ea7n m\u1ec1m nh\u1eafn tin kh\u00e1ch h\u00e0ng Medallia Zingle<\/a> cho th\u1ea5y, tr\u01b0\u1edbc COVID-19, 78% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft h\u1ecd mua s\u1eafm v\u00e0 s\u1eed d\u1ee5ng c\u00e1c d\u1ecbch v\u1ee5 tr\u1ef1c ti\u1ebfp nh\u01b0 th\u1ea9m m\u1ef9 vi\u1ec7n v\u00e0 ph\u00f2ng t\u1eadp th\u1ec3 d\u1ee5c \u00edt nh\u1ea5t ba l\u1ea7n m\u1ed9t tu\u1ea7n.\nTuy nhi\u00ean, hi\u1ec7n ch\u1ec9 c\u00f3 34% ng\u01b0\u1eddi ti\u00eau d\u00f9ng n\u00f3i r\u1eb1ng h\u1ecd \u0111\u00e3 duy tr\u00ec nh\u1eefng th\u00f3i quen n\u00e0y. <\/p>\n\n

\u0110\u1ec3 thay th\u1ebf cho vi\u1ec7c mua s\u1eafm tr\u1ef1c ti\u1ebfp v\u00e0 thu th\u1eadp th\u00f4ng tin, nhi\u1ec1u ng\u01b0\u1eddi \u0111\u00e3 chuy\u1ec3n sang tr\u1ef1c tuy\u1ebfn.\nMua s\u1eafm t\u1ea1p h\u00f3a, ng\u00e2n h\u00e0ng v\u00e0 th\u1eadm ch\u00ed mua b\u1ea3o hi\u1ec3m hi\u1ec7n \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n trong m\u00f4i tr\u01b0\u1eddng k\u1ef9 thu\u1eadt s\u1ed1 v\u1edbi s\u1ed1 l\u01b0\u1ee3ng ch\u01b0a t\u1eebng c\u00f3. <\/p>\n\n

Tuy nhi\u00ean, mong mu\u1ed1n th\u1eadn tr\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng khi n\u00f3i \u0111\u1ebfn \u0111\u1ea1i d\u1ecbch kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 h\u1ecd t\u1ef1 \u0111\u1ed9ng tr\u1ea3i nghi\u1ec7m mua s\u1eafm b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1 l\u00e0 th\u1ecfa m\u00e3n.\nKhi c\u00f4ng ngh\u1ec7 kh\u00f4ng \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng c\u1ea9n th\u1eadn, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m b\u1ef1c b\u1ed9i. <\/p>\n\n

“S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 m\u00e0 kh\u00f4ng hi\u1ec3u \u00fd ngh\u0129a \u0111\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed5ng th\u1ec3 c\u00f3 th\u1ec3 c\u00f3 t\u00e1c \u0111\u1ed9ng b\u1ea5t l\u1ee3i (t\u1ee9c l\u00e0 th\u1ea5t v\u1ecdng ho\u1eb7c ho\u00e0i nghi) \u0111\u1ed1i v\u1edbi m\u1ed1i quan h\u1ec7 b\u1ea1n x\u00e2y d\u1ef1ng v\u1edbi c\u00e1c ch\u1ee7 h\u1ee3p \u0111\u1ed3ng”, Vivienne Zimmermann<\/a>, gi\u00e1m \u0111\u1ed1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1i ProSight Specialty Insurance vi\u1ebft.\nV\u00e0 v\u1edbi r\u1ea5t nhi\u1ec1u t\u00f9y ch\u1ecdn tr\u1ef1c tuy\u1ebfn \u0111\u1ec3 mua b\u1ea3o hi\u1ec3m c\u00f3 s\u1eb5n, nh\u1eefng kh\u00e1ch h\u00e0ng g\u1eb7p kh\u00f3 kh\u0103n v\u1edbi giao di\u1ec7n c\u1ee7a m\u1ed9t c\u00f4ng ty c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng th\u1eed m\u1ed9t c\u00f4ng ty b\u1ea3o hi\u1ec3m kh\u00e1c. <\/p>\n\n

M\u1ed9t nghi\u00ean c\u1ee9u cho th\u1ea5y 54% kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m s\u1ebd t\u00ecm ki\u1ebfm b\u00e1o gi\u00e1 b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn.\nTuy nhi\u00ean, khi n\u00f3i \u0111\u1ebfn vi\u1ec7c mua m\u1ed9t ch\u00ednh s\u00e1ch, h\u1ea7u h\u1ebft nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00f3 chuy\u1ec3n sang m\u1ed9t \u0111\u1ea1i l\u00fd h\u01a1n l\u00e0 m\u1ed9t \u1ee9ng d\u1ee5ng, Brent Kelly<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch t\u1ea1i Sitkins Group vi\u1ebft. <\/p>\n\n

“Trong khi m\u1ed9t c\u1ed7 m\u00e1y c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n m\u1ed9t nhi\u1ec7m v\u1ee5 nh\u1ea5t \u0111\u1ecbnh, th\u01b0\u1eddng hi\u1ec7u qu\u1ea3 h\u01a1n ch\u00fang ta c\u00f3 th\u1ec3, nh\u1eefng g\u00ec n\u00f3 thi\u1ebfu l\u00e0 t\u00ednh ngh\u1ec7 thu\u1eadt trong ho\u1ea1t \u0111\u1ed9ng, kh\u1ea3 n\u0103ng \u0111\u1ed9c \u0111\u00e1o c\u1ee7a con ng\u01b0\u1eddi \u0111\u1ec3 ph\u1ee5c v\u1ee5 nhu c\u1ea7u c\u1ee7a c\u00e1 nh\u00e2n”, Ron Miller<\/a>, ph\u00f3ng vi\u00ean doanh nghi\u1ec7p t\u1ea1i TechCrunch, vi\u1ebft.\n“Giao th\u1ee9c c\u00f3 th\u1ec3 g\u1ee3i \u00fd m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn, nh\u01b0ng m\u1ed9t ng\u01b0\u1eddi gi\u1ecfi trong c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd hi\u1ec3u khi n\u00e0o c\u1ea7n \u0111i\u1ec1u ch\u1ec9nh v\u00e0 s\u1ef1 tinh t\u1ebf \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u.” <\/p>\n\n

Ngay c\u1ea3 khi c\u00f4ng ngh\u1ec7 c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n m\u1ecdi ph\u1ea7n c\u1ee7a m\u1ed9t quy tr\u00ecnh, nh\u01b0 ti\u1ebfp nh\u1eadn kh\u00e1ch h\u00e0ng, n\u00f3 c\u00f3 th\u1ec3 kh\u00f4ng ph\u1ea3i l\u00e0 l\u1ef1a ch\u1ecdn t\u1ed1t nh\u1ea5t.\nV\u00ed d\u1ee5, m\u1ed9t chatbot AI c\u00f3 th\u1ec3 thu th\u1eadp t\u1ea5t c\u1ea3 d\u1eef li\u1ec7u ch\u00ednh v\u1ec1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb m\u1ed9t cu\u1ed9c ph\u1ecfng v\u1ea5n ti\u1ebfp nh\u1eadn.\nNh\u01b0ng chatbot c\u00f3 th\u1ec3 b\u1ecf l\u1ee1 m\u1ed9t s\u1ed1 s\u1eafc th\u00e1i c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c truy\u1ec1n \u0111\u1ea1t phi ng\u00f4n ng\u1eef, th\u00f4ng qua gi\u1ecdng n\u00f3i, n\u00e9t m\u1eb7t ho\u1eb7c t\u01b0 th\u1ebf, Jay Gates<\/a>, chuy\u00ean gia t\u01b0 v\u1ea5n t\u1ea1i Gallagher cho bi\u1ebft. <\/p>\n\n

“\u0110\u00f3 ch\u1ec9 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh l\u1ea1nh nh\u01b0 b\u0103ng. Kh\u00f4ng ai th\u00edch n\u00f3i chuy\u1ec7n v\u1edbi m\u00e1y t\u00ednh”, Gates n\u00f3i.<\/p>\n\n

C\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u00f3 th\u1ec3 l\u00e0m cho tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean l\u1ea1nh l\u00f9ng v\u00e0 phi c\u00e1 nh\u00e2n – ho\u1eb7c h\u1ecd c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng k\u1ebft n\u1ed1i m\u1ea1nh m\u1ebd h\u01a1n gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ee7a h\u1ecd.\nK\u1ebft qu\u1ea3 ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1ch c\u00e1c c\u00f4ng c\u1ee5 \u0111\u01b0\u1ee3c tri\u1ec3n khai. <\/p>\n\n

\"\"<\/figure>\n\n

T\u1ea1o k\u1ebft n\u1ed1i con ng\u01b0\u1eddi v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1<\/h2>\n\n

Kh\u00f4ng c\u00f3 s\u1ef1 quay l\u01b0ng l\u1ea1i t\u1eeb t\u01b0\u01a1ng lai k\u1ef9 thu\u1eadt s\u1ed1.\nTuy nhi\u00ean, trao to\u00e0n b\u1ed9 m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng cho c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u0169ng kh\u00f4ng ph\u1ea3i l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 nu\u00f4i d\u01b0\u1ee1ng c\u00e1c m\u1ed1i quan h\u1ec7 \u0111\u00f3.\nNgay c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c k\u1ef9 thu\u1eadt s\u1ed1 c\u0169ng c\u1ea7n s\u1ef1 ti\u1ebfp x\u00fac c\u1ee7a con ng\u01b0\u1eddi v\u00e0 c\u00e1c \u0111\u1ea1i l\u00fd b\u1ea3o hi\u1ec3m cung c\u1ea5p m\u1ed9t n\u01a1i tuy\u1ec7t v\u1eddi \u0111\u1ec3 b\u1eaft \u0111\u1ea7u. <\/p>\n\n

\u0110\u1ea1i l\u00fd b\u1ea3o hi\u1ec3m \u0111\u00f3ng m\u1ed9t vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 gi\u1eefa c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u00e0 kh\u00e1ch h\u00e0ng.\nChuy\u00ean m\u00f4n v\u00e0 kh\u1ea3 n\u0103ng giao ti\u1ebfp tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u1ed9t \u0111\u1ea1i l\u00fd khi\u1ebfn c\u00e1c \u0111\u1ea1i l\u00fd tr\u1edf n\u00ean l\u00fd t\u01b0\u1edfng \u0111\u1ec3 x\u1eed l\u00fd m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi b\u1ea3o hi\u1ec3m ph\u1ee9c t\u1ea1p, Virginia Hamill<\/a> t\u1ea1i Fit Small Business vi\u1ebft. <\/p>\n\n

“C\u00e1c t\u1ed5 ch\u1ee9c n\u00ean c\u1ed1 g\u1eafng h\u01b0\u1edbng t\u1edbi vi\u1ec7c \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh lai, n\u01a1i t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 c\u00e1c \u0111\u1ea1i l\u00fd l\u00e0m vi\u1ec7c song h\u00e0nh v\u1edbi nhau v\u00e0 m\u1ed7i ng\u01b0\u1eddi ph\u00e1t huy th\u1ebf m\u1ea1nh t\u01b0\u01a1ng \u0111\u1ed1i c\u1ee7a h\u1ecd \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng”, Fara Haron<\/a>, Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh B\u1eafc M\u1ef9, Ireland v\u00e0 \u0110\u00f4ng Nam \u00c1 v\u00e0 EVP c\u1ee7a kh\u00e1ch h\u00e0ng to\u00e0n c\u1ea7u t\u1ea1i Majorel cho bi\u1ebft.<\/p>\n\n

\u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau n\u00e0y, Haron khuy\u1ebfn ngh\u1ecb c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m t\u00edch h\u1ee3p chatbot h\u1ed7 tr\u1ee3 AI v\u00e0 c\u00e1c c\u00f4ng ngh\u1ec7 t\u01b0\u01a1ng t\u1ef1 \u0111\u1ec3 gi\u00fap kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi nhanh h\u01a1n.\nBot c\u00f3 th\u1ec3 t\u1ef1 tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n nh\u1ea5t v\u00e0 gi\u1edbi thi\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ebfn m\u1ed9t \u0111\u1ea1i l\u00fd khi truy v\u1ea5n c\u1ee7a h\u1ecd ph\u1ee9c t\u1ea1p h\u01a1n. <\/p>\n\n

T\u00edch h\u1ee3p tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 t\u01b0\u01a1ng t\u1ef1 v\u1edbi t\u01b0\u01a1ng t\u00e1c gi\u1eefa \u0111\u1ea1i l\u00fd v\u00e0 kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3m m\u1ed9t ngu\u1ed3n tr\u1ea7m tr\u1ecdng kh\u00e1c cho kh\u00e1ch h\u00e0ng: ch\u1edd \u0111\u1ee3i d\u1ecbch v\u1ee5.\nTrong m\u1ed9t cu\u1ed9c g\u1ecdi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u00e9o d\u00e0i s\u00e1u ph\u00fat, s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a con ng\u01b0\u1eddi ch\u1ec9 chi\u1ebfm kho\u1ea3ng 25% th\u1eddi gian; 75% c\u00f2n l\u1ea1i li\u00ean quan \u0111\u1ebfn vi\u1ec7c kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i trong khi c\u00e1c \u0111\u1ea1i l\u00fd d\u1ecbch v\u1ee5 tra c\u1ee9u th\u00f4ng tin, Schneider vi\u1ebft. <\/p>\n\n

C\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u00f3 th\u1ec3 gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i, cho ph\u00e9p c\u00e1c \u0111\u1ea1i l\u00fd h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 h\u01a1n v\u00e0 \u00edt th\u1eddi gian ch\u1edd \u0111\u1ee3i h\u01a1n.\nK\u1ebft qu\u1ea3 l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m h\u00e0i l\u00f2ng h\u01a1n cho kh\u00e1ch h\u00e0ng v\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m hi\u1ec7u qu\u1ea3 h\u01a1n cho c\u00e1c \u0111\u1ea1i l\u00fd. <\/p>\n\n

\u0110\u1ed1i x\u1eed v\u1edbi c\u00f4ng ngh\u1ec7 nh\u01b0 m\u1ed9t s\u1ef1 b\u1ed5 sung, thay v\u00ec thay th\u1ebf cho s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a con ng\u01b0\u1eddi v\u1edbi kh\u00e1ch h\u00e0ng, Heron khuy\u1ebfn ngh\u1ecb.\nS\u1ef1 tham gia c\u1ee7a con ng\u01b0\u1eddi trong vi\u1ec7c l\u1ef1a ch\u1ecdn d\u1eef li\u1ec7u \u0111\u00e0o t\u1ea1o cho c\u00e1c c\u00f4ng c\u1ee5 AI v\u00e0 gi\u00e1m s\u00e1t hi\u1ec7u qu\u1ea3 c\u00e1c c\u00f4ng c\u1ee5 \u0111\u00f3 l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c v\u1ec1 m\u1eb7t n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 cho ph\u00e9p nh\u00e2n vi\u00ean, \u0111\u1ea1i l\u00fd v\u00e0 nh\u00e0 m\u00f4i gi\u1edbi c\u1ee7a c\u00f4ng ty b\u1ea3o hi\u1ec3m con ng\u01b0\u1eddi l\u00e0m t\u1ed1t c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd. <\/p>\n\n

K\u1ebft h\u1ee3p nh\u1eefng l\u1ee3i \u00edch c\u1ee7a c\u00f4ng ngh\u1ec7 k\u1ef9 thu\u1eadt s\u1ed1 v\u1edbi chuy\u00ean m\u00f4n c\u1ee7a con ng\u01b0\u1eddi c\u1ee7a c\u00e1c \u0111\u1ea1i l\u00fd b\u1ea3o hi\u1ec3m cung c\u1ea5p m\u1ed9t k\u1ecbch b\u1ea3n t\u1ed1t nh\u1ea5t c\u1ee7a c\u1ea3 hai th\u1ebf gi\u1edbi cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n\n

“V\u00e0o cu\u1ed1i ng\u00e0y, n\u1ebfu y\u00eau c\u1ea7u ho\u1eb7c c\u00e2u h\u1ecfi c\u1ee7a b\u1ea1n \u0111\u01b0\u1ee3c x\u1eed l\u00fd theo s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a b\u1ea1n, li\u1ec7u n\u00f3 c\u00f3 quan tr\u1ecdng n\u1ebfu n\u00f3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi con ng\u01b0\u1eddi hay bot kh\u00f4ng? Tr\u00ean th\u1ef1c t\u1ebf, n\u1ebfu m\u1ed9t bot c\u00f3 th\u1ec3 ho\u00e0n th\u00e0nh c\u00f9ng m\u1ed9t c\u00f4ng vi\u1ec7c trong v\u00e0i gi\u00e2y, \u0111i\u1ec1u \u0111\u00f3 c\u00f3 l\u00e0m cho tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng t\u1ed1t h\u01a1n kh\u00f4ng?”, Michael Crowe<\/a>, ng\u01b0\u1eddi s\u00e1ng l\u1eadp v\u00e0 CEO t\u1ea1i Clearsurance h\u1ecfi.<\/p>\n\n

\"\"<\/figure>\n\n

X\u00e2y d\u1ef1ng m\u1ed9t t\u01b0\u01a1ng lai lai-k\u1ef9 thu\u1eadt s\u1ed1<\/h2>\n\n

C\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u00f3 th\u1ec3 s\u1eafp x\u1ebfp s\u1ef1 ki\u1ec7n, ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 ph\u00e1t hi\u1ec7n c\u00e1c m\u1eabu nhanh h\u01a1n con ng\u01b0\u1eddi.\nCh\u00fang c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c d\u1ef1a v\u00e0o cho m\u1ed9t s\u1ed1 nhi\u1ec7m v\u1ee5 l\u1eb7p \u0111i l\u1eb7p l\u1ea1i ho\u1eb7c n\u1eb7ng v\u1ec1 m\u1eabu, nh\u01b0 thu th\u1eadp th\u00f4ng tin li\u00ean h\u1ec7 c\u01a1 b\u1ea3n t\u1eeb kh\u00e1ch h\u00e0ng ho\u1eb7c tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p nh\u1ea5t v\u1ec1 ph\u1ea1m vi b\u1ea3o hi\u1ec3m.\nTuy nhi\u00ean, c\u00e1c h\u1ec7 th\u1ed1ng n\u00e0y \u0111\u00e3 \u0111\u1ea1t \u0111\u1ebfn gi\u1edbi h\u1ea1n c\u1ee7a ch\u00fang khi n\u00f3i \u0111\u1ebfn s\u1ef1 ph\u1ee9c t\u1ea1p v\u00e0 tinh t\u1ebf c\u1ee7a c\u1ea3m x\u00fac con ng\u01b0\u1eddi. <\/p>\n\n

“C\u00e1c h\u1ec7 th\u1ed1ng AI ng\u00e0y nay c\u00f3 m\u1ed9t l\u01b0\u1ee3ng l\u1edbn kh\u1ea3 n\u0103ng nh\u1eadn th\u1ee9c, nh\u01b0ng kh\u00f4ng c\u00f3 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac trong c\u00e1c c\u00f4ng ngh\u1ec7 n\u00e0y”, Gabi Zijderveld<\/a>, gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb t\u1ea1i Affectiva n\u00f3i.\nC\u00f4ng ngh\u1ec7 n\u00e0y c\u00f3 th\u1ec3 x\u1eed l\u00fd c\u00e1c s\u1ef1 ki\u1ec7n v\u00e0 s\u1ed1 li\u1ec7u, nh\u01b0ng n\u00f3 kh\u00f4ng th\u1ec3 gi\u1ea3i th\u00edch c\u00e1c y\u1ebfu t\u1ed1 c\u1ea3m x\u00fac – b\u1ea5t k\u1ec3 nh\u1eefng c\u1ea3m x\u00fac \u0111\u00f3 \u0111\u00e8 n\u1eb7ng l\u00ean kh\u00e1ch h\u00e0ng c\u1ee7a con ng\u01b0\u1eddi nh\u01b0 th\u1ebf n\u00e0o. <\/p>\n\n

C\u00e1c chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1 \/ con ng\u01b0\u1eddi t\u1ed1t nh\u1ea5t s\u1ebd t\u1eadp trung v\u00e0o hai \u0111i\u1ec3m, John Abraham<\/a>, t\u1ed5ng gi\u00e1m \u0111\u1ed1c c\u1ee7a Vi\u1ec7n Medallia vi\u1ebft.\nH\u1ecd s\u1ebd t\u00ecm c\u00e1ch l\u00e0m cho c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00f4ng ty c\u00e0ng d\u1ec5 d\u00e0ng c\u00e0ng t\u1ed1t.\nV\u00e0 khi kh\u00e1ch h\u00e0ng c\u1ea7n l\u1eddi khuy\u00ean ho\u1eb7c tr\u1ea3i nghi\u1ec7m c\u1ea3m x\u00fac cao, h\u1ecd s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn m\u1ed9t con ng\u01b0\u1eddi c\u00f3 kinh nghi\u1ec7m c\u00f3 th\u1ec3 gi\u00fap h\u1ecd. <\/p>\n\n

\u0110\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng b\u1ec1n ch\u1eb7t, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m kh\u00f4ng ch\u1ec9 ph\u1ea3i t\u00ednh \u0111\u1ebfn c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng.\nH\u1ecd c\u0169ng ph\u1ea3i tu\u00e2n theo nh\u1eefng k\u1ef3 v\u1ecdng \u0111\u01b0\u1ee3c t\u1ea1o ra khi nh\u1eefng c\u1ea3m x\u00fac \u0111\u00f3 t\u01b0\u01a1ng t\u00e1c v\u1edbi nh\u1eefng l\u1eddi h\u1ee9a c\u1ee7a c\u00f4ng ty b\u1ea3o hi\u1ec3m. <\/p>\n\n

“Th\u1eddi gian \u0111\u1ec3 qu\u1ea3ng b\u00e1 th\u00f4ng \u0111i\u1ec7p ‘quan t\u00e2m’ th\u00f4ng qua ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i v\u00e0 qu\u1ea3ng c\u00e1o \u0111\u00e3 qua. Ng\u01b0\u1eddi ti\u00eau d\u00f9ng kh\u00f4ng ng\u00e2y th\u01a1; B\u00e2y gi\u1edd h\u1ecd th\u1ea5y m\u00ecnh ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1c d\u1ecbch v\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 t\u1eeb xa \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c c\u00f4ng vi\u1ec7c cu\u1ed9c s\u1ed1ng h\u00e0ng ng\u00e0y c\u1ee7a h\u1ecd, h\u1ecd c\u1ea7n ph\u1ea3i t\u1ef1 tin r\u1eb1ng c\u00e1c t\u1ed5 ch\u1ee9c m\u00e0 h\u1ecd kinh doanh c\u00f3 th\u1ec3 d\u1ef1a v\u00e0o \u0111\u1ec3 th\u1ef1c hi\u1ec7n l\u1eddi h\u1ee9a, ” Martin Taylor<\/a>, ph\u00f3 Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh v\u00e0 CMO to\u00e0n c\u1ea7u t\u1ea1i Redwood Technologies Group vi\u1ebft.<\/p>\n\n

\u0110\u1ec3 kh\u1edfi \u0111\u1ed9ng qu\u00e1 tr\u00ecnh nh\u00e2n b\u1ea3n h\u00f3a c\u00e1c k\u1ebft n\u1ed1i k\u1ef9 thu\u1eadt s\u1ed1, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i t\u1eeb vi\u1ec7c c\u1eadp nh\u1eadt m\u00f4 h\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ecd.\nVi\u1ec7c t\u1eadp trung v\u00e0o t\u00ednh li\u00ean t\u1ee5c v\u00ec n\u00f3 li\u00ean quan \u0111\u1ebfn tr\u1ea1ng th\u00e1i b\u00ecnh th\u01b0\u1eddng m\u1edbi c\u1ee7a COVID-19 c\u00f3 th\u1ec3 gi\u00fap c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m x\u00e1c \u0111\u1ecbnh n\u01a1i c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 cung c\u1ea5p kh\u1ea3 n\u0103ng c\u00e1 nh\u00e2n h\u00f3a, \u0111\u1ed9 tin c\u1eady v\u00e0 t\u00ednh linh ho\u1ea1t m\u00e0 kh\u00e1ch h\u00e0ng mu\u1ed1n v\u00e0 n\u01a1i v\u1eabn c\u1ea7n s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a con ng\u01b0\u1eddi, Kyle McNabb<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch c\u1ea5p cao v\u1ec1 ti\u1ebfp th\u1ecb s\u1ea3n ph\u1ea9m t\u1ea1i ASG Technologies vi\u1ebft. <\/p>\n\n

C\u00f4ng ngh\u1ec7 cung c\u1ea5p m\u1ed9t s\u1ed1 c\u01a1 h\u1ed9i cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m v\u00e0 \u0111\u1ea1i l\u00fd \u0111\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.\nTuy nhi\u00ean, vi\u1ec7c y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng ch\u1ec9 giao d\u1ecbch v\u1edbi c\u00e1c \u1ee9ng d\u1ee5ng v\u00e0 bot c\u00f3 kh\u1ea3 n\u0103ng c\u1ea3n tr\u1edf thay v\u00ec gi\u00fap \u00edch cho m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng.\nThay v\u00e0o \u0111\u00f3, h\u00e3y k\u1ebft h\u1ee3p c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 v\u1edbi k\u1ebft n\u1ed1i c\u1ee7a con ng\u01b0\u1eddi \u0111\u1ec3 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nh\u1eefng g\u00ec t\u1ed1t nh\u1ea5t c\u1ee7a c\u1ea3 hai th\u1ebf gi\u1edbi. <\/p>\n\n

H\u00ecnh \u1ea3nh b\u1edfi: Suwat Supachavinswad\/\u00a9123RF.com, milkos\/\u00a9123RF.com, Sutthinon Sanyakup\/\u00a9123RF.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

C\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 cho ph\u00e9p c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m m\u1edf r\u1ed9ng ph\u1ea1m vi ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng h\u01a1n bao gi\u1edd h\u1ebft. C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m hi\u1ec7n c\u00f3 th\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m tr\u1ef1c tuy\u1ebfn ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, cung c\u1ea5p th\u00f4ng tin v\u00e0 thu th\u1eadp d\u1eef li\u1ec7u trong […]<\/p>\n","protected":false},"featured_media":0,"template":"","insight-category":[],"class_list":["post-19892","insight","type-insight","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight\/19892","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/types\/insight"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media?parent=19892"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight-category?post=19892"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}