{"id":30467,"date":"2020-09-22T10:48:00","date_gmt":"2020-09-22T10:48:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?post_type=research-and-insight&#038;p=30467"},"modified":"2025-04-01T14:24:26","modified_gmt":"2025-04-01T14:24:26","slug":"el-arte-de-la-inteligencia-artificial-centrada-en-el-cliente","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/biblioteca-de-investigacion\/el-arte-de-la-inteligencia-artificial-centrada-en-el-cliente\/","title":{"rendered":"El arte de la inteligencia artificial centrada en el cliente"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/09\/Capgemini_Research_Raising-the-bar-on-AI-in-customer-experience.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Data and AI<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">El arte de la inteligencia artificial centrada en el cliente<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Subiendo el list\u00f3n de la IA en la experiencia del cliente<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2022\/12\/AI-in-CX_CRI-Report_16072020_V4-17.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Descargar el informe<\/span><span class=\"type\">5 MB  pdf<\/span><\/a><\/div><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2022\/12\/Final-Infographic-AI-in-CX-17.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Descargar el infograf\u00eda<\/span><span class=\"type\">183 KB  pdf<\/span><\/a><\/div><\/div><\/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\/?post_type=research-and-insight&amp;p=30467\" 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\/?post_type=research-and-insight&amp;p=30467&amp;text=El%20arte%20de%20la%20inteligencia%20artificial%20centrada%20en%20el%20cliente\" 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\/?post_type=research-and-insight&amp;p=30467&amp;text=El%20arte%20de%20la%20inteligencia%20artificial%20centrada%20en%20el%20cliente\" 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<p>Desde robots que entregan nuestros comestibles hasta la capacidad de tomar un autom\u00f3vil para una prueba de manejo virtual, la IA ofrece formas aparentemente innumerables e innovadoras de satisfacer el creciente deseo de evitar el contacto humano o con la pantalla t\u00e1ctil a ra\u00edz de la pandemia de COVID-19. No es de extra\u00f1ar entonces que m\u00e1s de tres cuartas partes de los clientes esperen aumentar el uso de interfaces sin contacto, como asistentes de voz y reconocimiento facial, y el 62% seguir\u00e1 haci\u00e9ndolo despu\u00e9s de la contingencia por COVID-19. Pero \u00bflas organizaciones est\u00e1n haciendo lo suficiente para mantener contentos a estos clientes?<\/p>\n\n\n\n<p>En el \u00faltimo informe del Instituto de Investigaci\u00f3n de Capgemini, \u201c<em>El arte de la inteligencia artificial centrada en el cliente<\/em>\u201d, encuestamos a m\u00e1s de 5,000 clientes en doce pa\u00edses y a m\u00e1s de 1,000 ejecutivos en ocho industrias principales para rastrear el progreso que las organizaciones han logrado con el cliente impulsado por IA. En nuestra investigaci\u00f3n encontramos que:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Para transformar el desempe\u00f1o de la satisfacci\u00f3n del cliente, las organizaciones deben ofrecer una experiencia de IA relevante, humanizada e impulsada por la intenci\u00f3n que deleite a los clientes m\u00e1s all\u00e1 de sus expectativas.<\/li>\n\n\n\n<li>Los casos de uso de IA \u201cconscientes del contexto\u201d, aquellos que los clientes encuentran m\u00e1s personalizados, empoderadores y sin esfuerzo, son m\u00e1s beneficiosos para los clientes.<\/li>\n\n\n\n<li>Para ofrecer un valor tangible a los clientes, los casos de uso deben seleccionarse y escalarse cuidadosamente.<\/li>\n\n\n\n<li>Ganar la confianza y la lealtad de los clientes requerir\u00e1 una base \u00e9tica s\u00f3lida, incluida la transparencia, la equidad y la privacidad de los datos.<\/li>\n\n\n\n<li>Cuando se trata de generar un impacto transformador en el compromiso, la lealtad y el valor a largo plazo del cliente, el futuro pertenece a los valientes y audaces.<\/li>\n<\/ul>\n\n\n\n<p>Suscr\u00edbase para recibir una copia anticipada de los nuevos informes del Instituto de Investigaci\u00f3n de Capgemini<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/ar-es\/insights\/instituto-de-investigacion-capgemini\/subscribe\/\">Suscribir<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":336,"featured_media":34293,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"f84b2342-b327-4387-86e5-912749522e0c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"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,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":67,"primary_term":"Data and AI","featured_focal_points":""},"tags":[],"research-and-insight-type":[230],"theme":[67],"brand":[],"service":[162],"industry":[],"partners":[],"content-group":[],"class_list":["post-30467","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-report","theme-data-and-ai","service-data-ai"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>El arte de la inteligencia artificial centrada en el cliente | Capgemini<\/title>\n<meta name=\"description\" content=\"Desde robots que entregan comestibles hasta la capacidad de tomar un autom\u00f3vil para una prueba de manejo virtual, la IA ofrece formas innumerables e innovadoras de satisfacer el creciente deseo de evitar el contacto humano. 75% de los clientes esperan aumentar el uso de interfaces sin contacto, como asistentes de voz y reconocimiento facial, y el 62% seguir\u00e1 haci\u00e9ndolo despu\u00e9s de la contingencia por COVID-19. 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