{"id":544257,"date":"2025-10-24T04:41:47","date_gmt":"2025-10-24T04:41:47","guid":{"rendered":"https:\/\/www.capgemini.com\/co-es\/?post_type=research-and-insight&#038;p=544257"},"modified":"2025-10-24T04:42:16","modified_gmt":"2025-10-24T04:42:16","slug":"podria-la-ia-facilitar-un-excelente-servicio-al-cliente-en-el-sector-publico","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/podria-la-ia-facilitar-un-excelente-servicio-al-cliente-en-el-sector-publico\/","title":{"rendered":"\u00bfPodr\u00eda la IA facilitar un excelente servicio al cliente en el sector p\u00fablico?"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 72%\" 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\">Gen AI<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">\u00bfPodr\u00eda la IA facilitar un excelente servicio al cliente en el sector p\u00fablico?<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Could-AI-unlock-great-customer-service-in-the-public-sector.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Descarga nuestro PoV<\/span><span class=\"type\">6 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group 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\/?post_type=research-and-insight&amp;p=1153776\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1153776\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><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-la-experiencia-del-cliente-del-sector-publico-esta-lista-para-la-transformacion\">La experiencia del cliente del sector p\u00fablico est\u00e1 lista para la transformaci\u00f3n<\/h3>\n\n\n\n<p>Satisfacer las necesidades de los ciudadanos de forma eficiente, eficaz y emp\u00e1tica mediante un servicio integrado y personalizado: as\u00ed es como la IA podr\u00eda realmente implementarse en el sector p\u00fablico. Sin embargo, un <a href=\"\/co-es\/insights\/biblioteca-de-investigacion\/transformacion-del-servicio-al-cliente\/\">estudio del Instituto de Investigaci\u00f3n Capgemini<\/a> revela que solo el 25 % de los ciudadanos est\u00e1 satisfecho o muy satisfecho con el servicio que recibe de las agencias gubernamentales.<\/p>\n\n\n\n<p>Nuestro nuevo punto de vista explora la importancia de un servicio al cliente de alta calidad en el sector y los desaf\u00edos que dificulta su prestaci\u00f3n. Describe el potencial que ofrecen las herramientas y los agentes de IA para mejorar dicho servicio. Adem\u00e1s, establece cuatro pasos que los l\u00edderes gubernamentales en TI o prestaci\u00f3n operativa pueden dar para empezar a obtener esos beneficios, una vez que cuenten con las bases adecuadas.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>&#8220;<strong>El 72% de los encuestados en los servicios p\u00fablicos citan las crecientes expectativas de los clientes como un problema cr\u00edtico que enfrentan sus funciones de servicio al cliente.<\/strong>&#8220;<a id=\"_msocom_1\"><\/a><\/p>\n<cite>Liberar el valor del servicio al cliente, Capgemini Research Institute, marzo de 2025<\/cite><\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-donde-se-encuentran-ahora-las-organizaciones-del-sector-publico\">D\u00f3nde se encuentran ahora las organizaciones del sector p\u00fablico<\/h4>\n\n\n\n<p>Quiz\u00e1s sorprendentemente, nuestra encuesta muestra que m\u00e1s organizaciones p\u00fablicas est\u00e1n explorando, implementando o ya han integrado la IA Gen en sus operaciones de atenci\u00f3n al cliente que el promedio intersectorial (91% frente al 86%). Y m\u00e1s l\u00edderes del sector p\u00fablico afirman que ya est\u00e1n viendo beneficios, como la reducci\u00f3n de costos operativos y la reducci\u00f3n del tiempo de gesti\u00f3n de incidencias.<\/p>\n\n\n\n<p>Pero debido a problemas que incluyen sistemas fragmentados, estructuras aisladas y una falta de las bases tecnol\u00f3gicas necesarias, la satisfacci\u00f3n tanto de los ciudadanos como de los empleados de atenci\u00f3n al cliente sigue siendo baja.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>&#8220;<strong>En el Reino Unido, algunas personas con una discapacidad o afecci\u00f3n a largo plazo deben interactuar con 40 servicios en nueve organizaciones.<\/strong>&#8220;<\/p>\n<cite>An\u00e1lisis del estado del gobierno digital, GOV.UK 2025<\/cite><\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-los-fundamentos-del-servicio-al-cliente-basado-en-ia\">Los fundamentos del servicio al cliente basado en IA<\/h4>\n\n\n\n<p>Las herramientas y los agentes de IA de Gen AI no son una varita m\u00e1gica que los gobiernos puedan usar para obtener autom\u00e1ticamente excelentes resultados. Para ser eficaces, necesitan complementar sus capacidades \u00fanicas con otros factores clave para un servicio al cliente eficaz:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Una infraestructura de TI moderna, integrada y escalable.<\/li>\n\n\n\n<li>Datos de alta calidad, con definiciones est\u00e1ndar y gobernanza para el intercambio de datos.<\/li>\n\n\n\n<li>Sistemas CRM unificados que proporcionan a los empleados de IA y atenci\u00f3n al cliente una visi\u00f3n completa de la persona a la que atienden.<\/li>\n\n\n\n<li>Marcos y procesos para mantener la privacidad, seguridad y cumplimiento normativo de los datos de los ciudadanos en todos los canales de servicio.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-que-tener-en-cuenta-si-estas-pensando-en-adoptar-ia-en-la-atencion-al-cliente\">Qu\u00e9 tener en cuenta si est\u00e1s pensando en adoptar IA en la atenci\u00f3n al cliente<\/h4>\n\n\n\n<p>Nuestro punto de vista reconoce que brindar un servicio personalizado y sin interrupciones tambi\u00e9n implicar\u00e1 cambiar a las personas, los procesos y la mentalidad. Desde la identificaci\u00f3n de oportunidades hasta la mejora de la accesibilidad, las medidas que sugerimos ayudar\u00e1n a los gobiernos a empezar a generar nuevo valor en la atenci\u00f3n al cliente con IA.<\/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 is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Could-AI-unlock-great-customer-service-in-the-public-sector.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Descargar el punto de vista<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Investigaci\u00f3n y perspectivas<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/transformacion-del-servicio-al-cliente\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/transformacion-del-servicio-al-cliente\/\" aria-label=\"Transformaci\u00f3n del servicio al cliente\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">Transformaci\u00f3n del servicio al cliente<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><div class=\"layout-two-card cards-reversed\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/servicios-al-ciudadano-para-toda-la-vida\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2024\/07\/Citizen-services-PoV.jpg\" alt=\"Citizen services\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-md-6 col-lg-4 flex-sm-order-reverse\">\n                            <a href=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/dominio-de-los-datos-en-el-gobierno\/\" aria-label=\"Fundamentos de datos para el gobierno\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">Fundamentos de datos para el gobierno<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/servicios-al-ciudadano-para-toda-la-vida\/\" aria-label=\"Servicios al ciudadano para toda la vida\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Point of view<\/div>\n                                <h3 class=\"card-title\">Servicios al ciudadano para toda la vida<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><\/div>\n                    <\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/agentes-de-ia\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/uploads\/sites\/25\/2025\/07\/CRI-AI-agents_web-banner.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/agentes-de-ia\/\" aria-label=\"Agentes de IA\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Capgemini Research Institute<\/div>\n                                <h3 class=\"card-title\">Agentes de IA<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/co-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/piensa-en-grande-empieza-en-pequena\/\" aria-label=\"Piensa en grande, empieza en peque\u00f1a\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Point of view<\/div>\n                                <h3 class=\"card-title\">Piensa en grande, empieza en peque\u00f1a<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <\/div>\n                    <\/div><\/div><\/section>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Nuestro nuevo punto de vista explora por qu\u00e9 es importante un servicio al cliente de alta calidad en el sector y qu\u00e9 es lo que dificulta su prestaci\u00f3n.<\/p>\n","protected":false},"author":33,"featured_media":544258,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"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":549,"primary_term":"Gen AI","featured_focal_points":"{\"x\":0.48,\"y\":0.23}"},"tags":[],"research-and-insight-type":[78],"theme":[549],"brand":[],"service":[],"industry":[121],"partners":[],"content-group":[],"class_list":["post-544257","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-gen-ai","industry-public-sector"],"yoast_head":"<!-- This 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