{"id":553415,"date":"2026-08-06T05:34:13","date_gmt":"2026-08-06T05:34:13","guid":{"rendered":"https:\/\/www.capgemini.com\/co-es\/?post_type=research-and-insight&#038;p=553415"},"modified":"2026-08-06T05:34:33","modified_gmt":"2026-08-06T05:34:33","slug":"desatar-nuevas-olas-de-valor-mediante-un-servicio-al-cliente-impulsado-por-ia","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/desatar-nuevas-olas-de-valor-mediante-un-servicio-al-cliente-impulsado-por-ia\/","title":{"rendered":"Desatar nuevas olas de valor mediante un servicio al cliente impulsado por IA"},"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\/12\/AI-driven-customer-service-hero-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:45% 68%\" 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\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Desatar nuevas olas de valor mediante un servicio al cliente impulsado por IA<\/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\/2026\/01\/Unleashing-New-Waves-of-Value_Final-Report-POV.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><span>Descarga PoV<\/span><span class=\"type\">12 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=\"grid-container\"><div class=\"col-12 col-md-2\"><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=1182144\" 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-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1182144\" 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><div class=\"article-text article-quote-text\">\n<h2 id=\"h-transformar-el-servicio-al-cliente-con-ia-de-agentes\" class=\"wp-block-heading\">Transformar el servicio al cliente con IA de agentes<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Los clientes y empleados de hoy esperan m\u00e1s. Buscan experiencias fluidas, personalizadas y eficientes en todos los canales. Los centros de contacto tradicionales se enfrentan a sistemas fragmentados, una innovaci\u00f3n lenta y una alta rotaci\u00f3n de agentes. \u00bfEl resultado? Oportunidades perdidas, costes crecientes y un deterioro de la confianza.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Descubra c\u00f3mo Capgemini y Salesforce est\u00e1n redefiniendo el servicio al cliente para la empresa impulsada por agentes (<em>agentic enterprise<\/em>). Este documento explora la transici\u00f3n de los centros de llamadas tradicionales a los Centros de Interacci\u00f3n con el Cliente basados \u200b\u200ben IA, donde servicios proactivos, inteligentes y de aprendizaje continuo fortalecen las relaciones con los clientes y aceleran el crecimiento empresarial. Descubra c\u00f3mo la IA basada en agentes no es solo una mejora tecnol\u00f3gica, sino una transformaci\u00f3n estrat\u00e9gica que sincroniza a las personas, las plataformas y la estrategia a lo largo de todo el ciclo de vida del cliente.<\/p>\n\n\n\n<h4 id=\"h-aspectos-destacados\" class=\"wp-block-heading\">Aspectos destacados<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Los agentes humanos y de IA colaboran para ofrecer experiencias de cliente predictivas, personalizadas y fiables.<\/li>\n\n\n\n<li>La unificaci\u00f3n de datos y la informaci\u00f3n en tiempo real superan las barreras de los sistemas heredados, facilitando una interacci\u00f3n fluida con el cliente.<\/li>\n\n\n\n<li>Las soluciones de IA escalables generan resultados significativos, como una reducci\u00f3n de m\u00e1s del 60 % en el volumen de casos y aumentos de productividad de entre el 30 % y el 50 %.<\/li>\n\n\n\n<li>Los modelos y aceleradores de IA espec\u00edficos para cada sector impulsan una transformaci\u00f3n r\u00e1pida y conforme a la normativa en diversas industrias.<\/li>\n\n\n\n<li>El cambio sostenible se fundamenta en una gobernanza de la IA fiable, que equilibra la automatizaci\u00f3n con la empat\u00eda humana.<a href=\"https:\/\/capgemininar-my.sharepoint.com\/personal\/rachel_fabro_capgemini_com\/Documents\/Microsoft%20Copilot%20Chat%20Files\/DRAFT%20AI%20CEC%20paper%20landing%20page.docx\"><\/a><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u00bfEst\u00e1 listo para aprovechar al m\u00e1ximo el valor de un servicio de atenci\u00f3n al cliente impulsado por IA?<\/strong> Descargue el informe completo y descubra c\u00f3mo Capgemini y Salesforce pueden ayudarle a construir el centro de interacci\u00f3n con el cliente basado en IA del futuro.<\/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\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Unleashing-New-Waves-of-Value_Final-Report-POV.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Descargar ahora<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd layout-one-card-only \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">\u00daltimas 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-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>\n                    <\/div><\/div><\/section>\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Los clientes y empleados de hoy en d\u00eda esperan m\u00e1s. Buscan experiencias fluidas, personalizadas y eficientes en todos los canales. Los centros de contacto tradicionales se enfrentan a sistemas fragmentados, una innovaci\u00f3n lenta y una elevada rotaci\u00f3n de agentes. \u00bfEl resultado? Oportunidades perdidas, costes crecientes y una p\u00e9rdida de confianza.<\/p>\n","protected":false},"author":257,"featured_media":553416,"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":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":239,"primary_term":"Customer first","featured_focal_points":""},"tags":[],"research-and-insight-type":[230],"theme":[239],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-553415","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-report","theme-customer-first"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Desatar nuevas olas de valor mediante un servicio al cliente impulsado por IA - Capgemini Colombia<\/title>\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.capgemini.com\/co-es\/insights\/biblioteca-de-investigacion\/desatar-nuevas-olas-de-valor-mediante-un-servicio-al-cliente-impulsado-por-ia\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Desatar nuevas olas de valor mediante un servicio al cliente impulsado por IA\" \/>\n<meta property=\"og:description\" content=\"Los clientes y empleados de hoy en d\u00eda esperan m\u00e1s. 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Buscan experiencias fluidas, personalizadas y eficientes en todos los canales. Los centros de contacto tradicionales se enfrentan a sistemas fragmentados, una innovaci\u00f3n lenta y una elevada rotaci\u00f3n de agentes. \u00bfEl resultado? 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