{"id":25561,"date":"2020-12-02T05:00:25","date_gmt":"2020-12-02T04:00:25","guid":{"rendered":"https:\/\/www.mzone.cz\/?p=25561"},"modified":"2020-11-05T15:47:02","modified_gmt":"2020-11-05T14:47:02","slug":"umela-inteligence-vite-s-kym-si-pisete-na-e-shopech","status":"publish","type":"post","link":"https:\/\/www.mzone.cz\/en\/umela-inteligence-vite-s-kym-si-pisete-na-e-shopech\/","title":{"rendered":"V\u00edte, s k\u00fdm si p\u00ed\u0161ete? Na e-shopech st\u00e1le \u010dast\u011bji komunikuje um\u011bl\u00e1 inteligence"},"content":{"rendered":"

Leto\u0161n\u00ed pandemie koronaviru ovlivnila a urychlila zm\u011bny v mnoha sf\u00e9r\u00e1ch. Jednou z nich je i n\u00e1kupn\u00ed chov\u00e1n\u00ed, kde neb\u00fdval\u00fd z\u00e1jem zaznamenali p\u0159edev\u0161\u00edm majitel\u00e9 e-shop\u016f. S rostouc\u00edmi prodeji ov\u0161em v\u00fdrazn\u011b vzrostla tak\u00e9 m\u00edra interakce z\u00e1kazn\u00edk\u016f s prodejci. Aby ji internetov\u00e9 obchody dok\u00e1zaly zvl\u00e1dat, st\u00e1le v\u00edce jich vyu\u017e\u00edv\u00e1 programy s um\u011blou inteligenc\u00ed \u2013 chatboty nebo voiceboty.<\/strong><\/p>
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Z\u00e1jem o online nakupov\u00e1n\u00ed prod\u011blal letos na ja\u0159e velk\u00fd boom. A aktu\u00e1ln\u00ed situace v kombinaci s v\u00e1no\u010dn\u00edmi n\u00e1kupy jasn\u011b signalizuje, \u017ee tento trend bude nad\u00e1le posilovat. S v\u011bt\u0161\u00edmi prodeji jde ruku v ruce pot\u0159eba kupuj\u00edc\u00edch po kvalitn\u00edm a pokud mo\u017eno nep\u0159etr\u017eit\u00e9m z\u00e1kaznick\u00e9m servisu.<\/p>\n\n\n\n

Majitel\u00e9 internetov\u00fdch prodejen se shoduj\u00ed, \u017ee n\u00e1roky z\u00e1kazn\u00edk\u016f na tyto slu\u017eby jsou st\u00e1le vy\u0161\u0161\u00ed.<\/p><\/blockquote>\n\n\n\n

Prost\u0159ednictv\u00edm z\u00e1kaznick\u00fdch linek a dal\u0161\u00edch komunika\u010dn\u00edch kan\u00e1l\u016f \u0159e\u0161\u00ed nejen dotazy k objedn\u00e1vk\u00e1m a p\u0159\u00edpadn\u00e9 reklamace, ale vyu\u017e\u00edvaj\u00ed je i k dal\u0161\u00edm \u00fakon\u016fm, jako je nap\u0159\u00edklad vyhled\u00e1v\u00e1n\u00ed konkr\u00e9tn\u00edch produkt\u016f nam\u00edsto klasick\u00e9ho vyhled\u00e1va\u010de.<\/p>
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\"E-shop<\/figure>
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\u201eZm\u011bny v chov\u00e1n\u00ed z\u00e1kazn\u00edk\u016f lze pozorovat jak u e-shop\u016f, tak nap\u0159\u00edklad u dov\u00e1\u017ekov\u00fdch slu\u017eeb nebo u telefonn\u00edch oper\u00e1tor\u016f,\u201c potvrzuje Petr Studni\u010dka, \u0159editel nejv\u011bt\u0161\u00edho \u010desk\u00e9ho provozovatele call center Conectart, kde maj\u00ed na starosti z\u00e1kaznick\u00e9 linky velk\u00fdch klient\u016f jako Rohlik.cz<\/a>, MND<\/a> \u010di Vodafone<\/a>.<\/p>
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Zv\u00fd\u0161enou pot\u0159ebu po kvalitn\u00edm a dostupn\u00e9m z\u00e1kaznick\u00e9m servisu \u0159e\u0161\u00ed st\u00e1le v\u00edce firem pomoc\u00ed n\u00e1stroj\u016f, jako jsou chatbot, mailbot \u010di voicebot. Tyto automatizovan\u00e9 platformy pro komunikaci se z\u00e1kazn\u00edky, kter\u00e9 jsou dostupn\u00e9 ji\u017e n\u011bkolik let a doposud byly vn\u00edm\u00e1ny pouze jako jak\u00e9si \u201enice to have\u201c, se st\u00e1vaj\u00ed pro mnoh\u00e9 absolutn\u00ed nezbytnost\u00ed.<\/p>
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\u201ePokud se z\u00e1jemce o produkt do internetov\u00e9ho obchodu nedovol\u00e1 nebo na jeho emaily nikdo ihned nereaguje, p\u0159ich\u00e1z\u00ed firma zbyte\u010dn\u011b o z\u00e1kazn\u00edky. Automatizovan\u00e9 platformy dovedou tento servis pokr\u00fdt v re\u017eimu 24\/7, nav\u00edc odbydou i tzv. \u0161pinavou pr\u00e1ci \u2013 nep\u0159\u00edjemn\u00e9 dotazy \u010di trolling,\u201c \u0159\u00edk\u00e1 Richard Baar, CEO spole\u010dnosti Daktela. Ta firm\u00e1m nab\u00edz\u00ed multikan\u00e1lov\u00fd n\u00e1stroj na zjednodu\u0161en\u00ed a zefektivn\u011bn\u00ed komunikace se z\u00e1kazn\u00edky, jeho\u017e sou\u010d\u00e1st\u00ed jsou i zmi\u0148ovan\u00ed chatboti.<\/p>
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Kl\u00ed\u010dem je spr\u00e1vn\u011b nastaven\u00fd algoritmus<\/h2>\n\n\n\n

A co v\u0161echno takov\u00fd chatbot v\u016fbec dok\u00e1\u017ee? V r\u00e1mci z\u00e1kaznick\u00e9 podpory e-shop\u016f je vyu\u017e\u00edv\u00e1n p\u0159edev\u0161\u00edm na nej\u010dast\u011bj\u0161\u00ed dotazy, jako je doba dod\u00e1n\u00ed, stav objedn\u00e1vek a plateb \u010di dostupnost zbo\u017e\u00ed. Pokud chatbot nezn\u00e1 odpov\u011b\u010f nebo je p\u0159ehlcen vstupn\u00edmi parametry, m\u016f\u017ee t\u00e1zaj\u00edc\u00edho po\u017e\u00e1dat o zjednodu\u0161en\u00ed dotazu, p\u0159\u00edpadn\u011b jej rovnou p\u0159esm\u011bruje na \u017eiv\u00e9ho oper\u00e1tora. V\u00fdznamn\u011b se tak sni\u017euje po\u010det konverzac\u00ed, jim\u017e by se musel v\u011bnovat \u010dlov\u011bk v call centru. A\u010dkoliv se jedn\u00e1 o\u00a0program, kter\u00fd vyu\u017e\u00edv\u00e1 um\u011blou inteligenci, jeho \u201echytrost\u201c se odv\u00edj\u00ed p\u0159edev\u0161\u00edm od inteligence jeho tv\u016frc\u016f a nastaven\u00ed algoritm\u016f.<\/p>\n\n\n\n

\u201e\u010c\u00edm l\u00e9pe je algoritmus nastaven, t\u00edm chatbot konverzuje p\u0159irozen\u011bji a funguje samostatn\u011bji. Pro jeho vytvo\u0159en\u00ed je pot\u0159eba velk\u00e9 mno\u017estv\u00ed text\u016f \u2013 chatbota tak\u0159\u00edkaj\u00edc mus\u00edte nau\u010dit mluvit, co\u017e m\u016f\u017ee trvat i n\u011bkolik t\u00fddn\u016f. To ov\u0161em z\u00e1rove\u0148 nab\u00edz\u00ed mo\u017enost nau\u010dit jej pou\u017e\u00edvat v\u00e1\u0161 korpor\u00e1tn\u00ed jazyk a jazyk va\u0161ich z\u00e1kazn\u00edk\u016f,\u201c vysv\u011btluje Lubo\u0161 Urban\u010dok, Business Development Manager spole\u010dnosti Artin, je\u017e se specializuje na vytv\u00e1\u0159en\u00ed chatbot\u016f pro \u010desk\u00e9 a slovensk\u00e9 firmy.<\/p><\/blockquote>\n\n\n\n

Na podobn\u00e9m principu funguje tak\u00e9 voicebot, \u010dili hlasov\u011b ovl\u00e1dan\u00fd syst\u00e9m. Ten nap\u0159\u00edklad dok\u00e1\u017ee z\u00e1kazn\u00edka automaticky p\u0159esm\u011brovat na oper\u00e1tora i bez zdlouhav\u00e9ho vy\u0165uk\u00e1v\u00e1n\u00ed \u010d\u00edslic p\u0159es klasick\u00fd hlasov\u00fd rozcestn\u00edk. \u201eZ\u00e1kazn\u00edk zavol\u00e1 a v \u00favodu \u0159ekne, pro\u010d vol\u00e1. Syst\u00e9m jeho hlasov\u00e9 sd\u011blen\u00ed zanalyzuje a ihned volaj\u00edc\u00edho p\u0159epoj\u00ed. T\u00edm se pr\u016fm\u011brn\u00e1 doba odbaven\u00ed zkr\u00e1t\u00ed z 2 minut na pouh\u00fdch 30 vte\u0159in,\u201c vysv\u011btluje Petr Studni\u010dka, jeho\u017e call centrum tento syst\u00e9m u n\u011bkter\u00fdch klient\u016f vyu\u017e\u00edv\u00e1. Voicebot tak nejenom \u0161et\u0159\u00ed \u010das netrp\u011bliv\u00e9ho z\u00e1kazn\u00edka, ale odbour\u00e1v\u00e1 i probl\u00e9my s blokov\u00e1n\u00edm linek.<\/p>
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\"Um\u011bl\u00e1<\/figure>
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P\u0159ehled o v\u0161ech interakc\u00edch<\/h2>\n\n\n\n

Dal\u0161\u00edm praktick\u00fdm n\u00e1strojem, jen\u017e zrychluje a zefektiv\u0148uje komunikaci, je sd\u00edlen\u00ed informac\u00ed o ve\u0161ker\u00e9 interakci se z\u00e1kazn\u00edkem nap\u0159\u00ed\u010d v\u0161emi procesy. \u201eV\u0161echny hovory, e-maily, SMS, chaty atd. jsou p\u0159ehledn\u011b evidov\u00e1ny v jednom webov\u00e9m rozhran\u00ed a automaticky p\u00e1rov\u00e1ny ke konkr\u00e9tn\u00edm z\u00e1kazn\u00edk\u016fm. Je pak dob\u0159e vid\u011bt, v jak\u00e9 f\u00e1zi zpracov\u00e1n\u00ed se nach\u00e1z\u00ed ten kter\u00fd po\u017eadavek, proto\u017ee se p\u0159ehledn\u011b zobrazuje cel\u00e1 historie nap\u0159\u00ed\u010d v\u0161emi formami komunikace s klientem,\u201c \u0159\u00edk\u00e1 Richard Baar z Daktely. Tento chytr\u00fd syst\u00e9m si nav\u00edc m\u016f\u017ee dovolit opravdu jak\u00e1koliv firma. I ta, co m\u00e1 pouze jednoho oper\u00e1tora, nebo t\u0159eba podnikaj\u00edc\u00ed dvojice, kter\u00e1 mezi sebou pot\u0159ebuje sd\u00edlet informace a m\u00edt ve\u0161kerou komunikaci se z\u00e1kazn\u00edky pod kontrolu. <\/p>\n\n\n\n

Pokud tedy jak\u00fdkoliv internetov\u00fd obchod, a\u0165 u\u017e se jedn\u00e1 o prodejce zahradn\u00edch pot\u0159eb nebo dov\u00e1\u017eku j\u00eddla, dynamicky roste, d\u0159\u00edve nebo pozd\u011bji se dostane do f\u00e1ze, kdy je v z\u00e1jmu zachov\u00e1n\u00ed kvalitn\u00ed p\u00e9\u010de o z\u00e1kazn\u00edky nutn\u00e9 nasadit n\u011bjakou formu automatizovan\u00e9 komunika\u010dn\u00ed platformy.<\/p><\/blockquote>\n\n\n\n

Lze tak u\u0161et\u0159it a\u017e polovinu lidsk\u00e9 pr\u00e1ce, co\u017e slibuje nejenom rychlou n\u00e1vratnost investice, ale do budoucna tak\u00e9 v\u00fdznamn\u00e9 \u0161et\u0159en\u00ed n\u00e1klad\u016f. A ani pro men\u0161\u00ed e-shopy tyto chytr\u00e9 syst\u00e9my nep\u0159edstavuj\u00ed finan\u010dn\u011b n\u00e1kladn\u00e9 \u0159e\u0161en\u00ed. Syst\u00e9my, kter\u00e9 nab\u00edz\u00ed \u010desk\u00e1 firma Daktela, jsou nav\u00edc modul\u00e1rn\u00ed, tak\u017ee je lze p\u0159ipravit p\u0159esn\u011b na m\u00edru konkr\u00e9tn\u00edmu internetov\u00e9mu obchodu, p\u0159\u00edpadn\u011b je pak d\u00e1le roz\u0161i\u0159ovat v z\u00e1vislosti na r\u016fstu objemu.<\/p>
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\"\"<\/a><\/figure>
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Roboti i virtu\u00e1ln\u00ed proch\u00e1zky aneb um\u011bl\u00e1 inteligence v na\u0161ich \u017eivotech<\/a><\/h4>
\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"

Leto\u0161n\u00ed pandemie koronaviru ovlivnila a urychlila zm\u011bny v mnoha sf\u00e9r\u00e1ch. Jednou z nich je i n\u00e1kupn\u00ed chov\u00e1n\u00ed, kde neb\u00fdval\u00fd z\u00e1jem zaznamenali p\u0159edev\u0161\u00edm majitel\u00e9 e-shop\u016f. S rostouc\u00edmi prodeji ov\u0161em v\u00fdrazn\u011b vzrostla tak\u00e9 m\u00edra interakce z\u00e1kazn\u00edk\u016f s prodejci. Aby ji internetov\u00e9 obchody dok\u00e1zaly zvl\u00e1dat, st\u00e1le v\u00edce jich vyu\u017e\u00edv\u00e1 programy s um\u011blou inteligenc\u00ed \u2013 chatboty nebo voiceboty. Z\u00e1jem […]<\/p>\n","protected":false},"author":4,"featured_media":25578,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"kk_blocks_editor_width":"","_kiokenblocks_attr":"","_kiokenblocks_dimensions":"","footnotes":""},"categories":[25,65,64],"tags":[4335,4336,2167,744,4337,642,806,805,1101,490,434,19,148,1290,4334],"class_list":["post-25561","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-style","category-technika","category-trendy","tag-chatbot","tag-e-shop","tag-e-shopy","tag-internet","tag-internetovy-obchod","tag-komunikace","tag-nakupovani","tag-nakupy","tag-robot","tag-style","tag-technika","tag-technologie","tag-trendy","tag-umela-inteligence","tag-voicebot"],"yoast_head":"\nV\u00edte, s k\u00fdm si p\u00ed\u0161ete? Na e-shopech st\u00e1le \u010dast\u011bji komunikuje um\u011bl\u00e1 inteligence - Mzone<\/title>\n<meta name=\"description\" content=\"Leto\u0161n\u00ed pandemie koronaviru ovlivnila a urychlila zm\u011bny v mnoha sf\u00e9r\u00e1ch. Jednou z nich je i n\u00e1kupn\u00ed chov\u00e1n\u00ed, kde neb\u00fdval\u00fd z\u00e1jem zaznamenali p\u0159edev\u0161\u00edm majitel\u00e9 e-shop\u016f. S rostouc\u00edmi prodeji ov\u0161em v\u00fdrazn\u011b vzrostla tak\u00e9 m\u00edra interakce z\u00e1kazn\u00edk\u016f s prodejci.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mzone.cz\/en\/umela-inteligence-vite-s-kym-si-pisete-na-e-shopech\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"V\u00edte, s k\u00fdm si p\u00ed\u0161ete? 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