{"id":31779,"date":"2021-10-08T14:46:00","date_gmt":"2021-10-08T14:46:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?p=31779"},"modified":"2025-03-28T08:47:40","modified_gmt":"2025-03-28T08:47:40","slug":"el-potencial-de-la-ia-para-mejorar-la-experiencia-del-cliente","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/expert-perspectives\/el-potencial-de-la-ia-para-mejorar-la-experiencia-del-cliente\/","title":{"rendered":"El potencial de la IA para mejorar la experiencia del cliente"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>El potencial de la IA para mejorar la experiencia del cliente<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/9\/2021\/08\/cg-logo-3.png?w=330?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Capgemini<\/h5><h5 class=\"blog-date\">2021-10-08<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ar-es\/?p=31779\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/ar-es\/?p=31779&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ar-es\/?p=31779&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-con-el-auge-de-la-inteligencia-artificial-ia-la-interaccion-entre-personas-esta-disminuyendo-cada-vez-mas\">Con el auge de la Inteligencia Artificial (IA), la interacci\u00f3n entre personas est\u00e1 disminuyendo cada vez m\u00e1s.<\/h3>\n\n\n\n<p>Esto no significa que los clientes ya no reciban atenci\u00f3n; al contrario, los beneficios de hacerlo a trav\u00e9s de mecanismos digitales permiten a las empresas llevar un mejor registro, recolectar la data y as\u00ed conocer mejor las preferencias de sus consumidores para poder brindarles una buena atenci\u00f3n, humanizando la interacci\u00f3n en la medida de lo posible, para as\u00ed generar mayor confianza.<\/p>\n\n\n\n<p>De hecho, de acuerdo con el estudio del Instituto de Investigaci\u00f3n de Capgemini \u201c<a href=\"\/ar-es\/insights\/biblioteca-de-investigacion\/el-arte-de-la-inteligencia-artificial-centrada-en-el-cliente\/\">El arte de la Inteligencia Artificial centrada en el cliente<\/a>\u201d, 77% de las empresas tienen como objetivo aumentar el uso de interfaces sin relaci\u00f3n f\u00edsica debido a la crisis sanitaria por COVID-19, para as\u00ed satisfacer el creciente deseo de sus clientes de evitar el contacto.<\/p>\n\n\n\n<p>Cada vez son m\u00e1s las personas que de manera diaria tienen interacciones habilitadas por la IA con las compa\u00f1\u00edas (54%). Por ello, es importante que las organizaciones se planteen las siguientes preguntas: \u00bfC\u00f3mo podemos utilizar el m\u00e1ximo potencial de la IA para mejorar la experiencia del usuario? \u00bfEstamos haciendo lo suficiente para mantener la felicidad y satisfacci\u00f3n de nuestros clientes?<\/p>\n\n\n\n<p>Para obtener las respuestas a esas preguntas, es necesario que las empresas se acerquen a un proveedor de servicios de IA para conocer la tecnolog\u00eda y la manera como pueden aprovechar el poder de esta herramienta, transformando as\u00ed su negocio al lanzar nuevos productos y servicios, crear nuevas oportunidades de ingresos, aumentar la eficiencia y optimizar los costos. Los mejores aliados para ello son organizaciones l\u00edderes, como Capgemini, que fue reconocida en este 2021 como L\u00edder en IDC MarketScape: Evaluaci\u00f3n mundial de proveedores de servicios de Inteligencia Artificial.<\/p>\n\n\n\n<p>Para poder liberar todo el potencial de los casos de uso de IA para mejorar la experiencia del cliente, las organizaciones deben considerar cuatro pasos clave:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Superar las expectativas del cliente.<\/strong> Para ello, es necesario comprender mejor el contexto de los clientes al anticipar sus intenciones antes de que las expresen o sean registradas en el sistema de IA.<\/li>\n\n\n\n<li><strong>Impulsar experiencias positivas de IA con \u00e9tica.<\/strong> Al implementar de manera r\u00e1pida la IA, algunas empresas han dejado de lado la \u00e9tica generando en los clientes experiencias previas negativas.<\/li>\n\n\n\n<li><strong>Definir claramente el rol de los empleados.<\/strong> Es importante recordar que los clientes a\u00fan prefieren la interacci\u00f3n con otra persona en ciertas \u00e1reas, por ello es relevante definir qu\u00e9 tareas ser\u00e1n realizadas por los trabajadores y qu\u00e9 otras por la IA, para as\u00ed brindar una experiencia colaborativa.<\/li>\n\n\n\n<li><strong>Configurar previamente los requisitos de la IA para la experiencia del cliente<\/strong>.<\/li>\n<\/ol>\n\n\n\n<p>Actualmente, las compa\u00f1\u00edas est\u00e1n intensificando las implementaciones de IA para transformar la experiencia del cliente, debido a que se considera la \u00fanica forma en la que se pueden escalar las experiencias y los diagn\u00f3sticos que ayudan a los consumidores. Sin embargo, solo el 10% de las organizaciones tienen aproximadamente la mitad de sus interacciones habilitadas por la IA con sus clientes y se espera que dentro de tres a\u00f1os sea el 80% de las empresas las que mantengan este contacto de manera inteligente a trav\u00e9s de esta tecnolog\u00eda.<\/p>\n\n\n\n<p>La satisfacci\u00f3n del cliente se puede lograr a trav\u00e9s de una experiencia de Inteligencia Artificial relevante, humanizada e impulsada por rebasar las expectativas de los clientes. Ganarse la confianza y lealtad de los consumidores a trav\u00e9s de la \u00e9tica que incluye transparencia, equidad y privacidad de los datos es tambi\u00e9n parte fundamental de una transici\u00f3n a una implementaci\u00f3n correcta de la misma.<\/p>\n\n\n\n<figure class=\"wp-block-image alignleft\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/24\/2021\/06\/Fausto-2.jpg?w=510\" alt=\"\" class=\"wp-image-91624\"\/><\/figure>\n\n\n\n<p><strong><em>Fausto Velasco es l\u00edder de la pr\u00e1ctica Intelligent Process Automation (IPA) en Capgemini M\u00e9xico.<\/em><\/strong><\/p>\n\n\n\n<p><strong><em>Con una s\u00f3lida herencia de 50 a\u00f1os y profunda experiencia en la industria, Capgemini cuenta con la confianza de sus clientes para abordar toda la gama de sus necesidades empresariales, desde la estrategia y el dise\u00f1o hasta las operaciones, impulsada por la r\u00e1pida evoluci\u00f3n y el innovador mundo de la nube, los datos, inteligencia artificial, conectividad, software, ingenier\u00eda digital y plataformas<\/em><\/strong><strong><em>.<\/em><\/strong><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":336,"featured_media":31780,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"8e6bae0c-6ea5-4b52-b59d-471558b28872\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[162],"industry":[112],"partners":[],"blog-topic":[49],"content-group":[],"class_list":["post-31779","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-data-ai","industry-consumer-products","blog-topic-data-and-ai"],"yoast_head":"<!-- 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