{"id":582466,"date":"2026-07-07T14:05:26","date_gmt":"2026-07-07T12:05:26","guid":{"rendered":"https:\/\/www.capgemini.com\/es-es\/?page_id=582466&#038;preview_id=582466"},"modified":"2026-07-07T14:05:44","modified_gmt":"2026-07-07T12:05:44","slug":"augmented-service","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/es-es\/servicios\/customer-first\/customer-experience\/augmented-service\/","title":{"rendered":"Augmented service"},"content":{"rendered":"\n<div class=\"wp-block-cg-blocks-hero-picture-card undefined  heroPictureCard\"><div class=\"heroPictureCardBgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg\" class=\"desktopImage\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg\" class=\"mobileImage\" 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-8 col-lg-6\"><div class=\"heroPictureCardBox\"><div class=\"heroPictureCardBoxTitle\"><h1 data-maxlength=\"144\">Augmented service<\/h1><\/div><\/div><\/div><\/div><\/div><div class=\"small-device\"><div class=\"brandLogoWrapper\"> <\/div><\/div><\/div>\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\/services\/customer-first\/customer-experience\/augmented-service\/\" 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\/services\/customer-first\/customer-experience\/augmented-service\/\" 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 class=\"wp-block-heading\" id=\"h-la-resolucion-de-problemas-en-el-primer-contacto-y-el-tiempo-de-respuesta-solian-ser-los-parametros-que-establecian-el-estandar-de-servicio-ahora-son-el-punto-de-partida-para-una-mayor-implicacion-del-cliente\">La resoluci\u00f3n de problemas en el primer contacto y el tiempo de respuesta sol\u00edan ser los par\u00e1metros que establec\u00edan el est\u00e1ndar de servicio. Ahora son el punto de partida para una mayor implicaci\u00f3n del cliente.<\/h2>\n\n\n\n<p>Con la ayuda del an\u00e1lisis, la mejora y la automatizaci\u00f3n impulsados \u200b\u200bpor la IA, las organizaciones de servicios pueden ir m\u00e1s all\u00e1 de la gesti\u00f3n b\u00e1sica de llamadas y habilitar experiencias integrales y omnicanal que resulten intuitivas, receptivas y emocionalmente conectadas.<\/p>\n\n\n\n<p>Con Augmented service, las organizaciones pueden integrar agentes de IA y capacidades digitales avanzadas en todos los canales, formando equipos h\u00edbridos de humanos e IA que elevan el servicio de una funci\u00f3n de soporte a un motor de valor estrat\u00e9gico, generando lealtad y satisfacci\u00f3n con cada interacci\u00f3n, al tiempo que descubren informaci\u00f3n valiosa que fortalece el negocio en general.<\/p>\n\n\n\n<p>Descubre c\u00f3mo el Servicio Aumentado puede ayudar a su organizaci\u00f3n a integrar la IA generativa, la IA basada en agentes y la IA tradicional para garantizar la disponibilidad las 24 horas del d\u00eda, los 7 d\u00edas de la semana, proporcionar a los agentes humanos informaci\u00f3n en tiempo real, anticipar las necesidades de los clientes y habilitar una asistencia proactiva que mejore la percepci\u00f3n de la marca, profundice la lealtad y cree valor a largo plazo.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>&#8220;Con la ayuda de la IA, las organizaciones tienen la oportunidad de ofrecer un nivel de excelencia en el servicio totalmente nuevo mediante un soporte inteligente y proactivo. Con el Servicio Aumentado, las organizaciones pueden crear centros de interacci\u00f3n impulsados \u200b\u200bpor IA que resuelven problemas y, a la vez, fortalecen la relaci\u00f3n con el cliente a trav\u00e9s de interacciones personalizadas, soporte proactivo y experiencias fluidas&#8221;.<\/em><\/p>\n<cite>Arnaud Bouchard, EVP, Global Customer Experience Offer Leader and Head of Strategic Deals &amp; Business Development<\/cite><\/blockquote>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-client-stories section-client-stories\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"clientblock-title\">Client stories<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"slider-nav-wrapper smallDevice\"><div class=\"slider-nav\"><button class=\"slider-prev  inactive\" aria-label=\"Slider previous\" tabindex=\"-1\"><\/button><button class=\"slider-next \" aria-label=\"Slider next\"><\/button><\/div><\/div><div class=\"slider-list\"><div class=\"slide active\">\n\t\t\t<div class=\"slide-bg-wrapper\">\n\t\t\t\t<picture><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=2880&amp;quality=70 2x\"\n\t\t\t\tmedia=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=2880&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=2048&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=480&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg?w=960&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 0)\"\/><img decoding=\"async\" loading=\"lazy\" class=\"slide-bg\" src=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/06\/Eneco-eMobility-client-story-web-page-banner.jpg\" alt=\"\"\n\t\t\tstyle=\"object-position: 50% 50%; object-fit: cover;\"\n\t\t\/><\/picture><div class=\"slide-reveal\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class=\"slide-info-wrapper\">\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"col-12 col-lg-6\">\n\t\t\t\t\t\t\t<div class=\"slide-info\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Eneco eMobility recarga su atenci\u00f3n al cliente con inteligencia artificial generativa\"\n\t\t\t\t\t\t\t\t   href=\"https:\/\/www.capgemini.com\/es-es\/noticias\/casos-de-exito\/eneco-emobility-recarga-atencion-cliente-inteligencia-artificial-generativa\/\">\n\t\t\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t\t\t<h3 class=\"client-subtitle\">Eneco eMobility recarga su atenci\u00f3n al cliente con inteligencia artificial generativa<\/h3>\n\t\t\t\t\t\t\t\t\t\t<p>Junto a Capgemini, Eneco eMobility, proveedor de servicios de carga el\u00e9ctrica, aument\u00f3 la productividad de los agentes y mejor\u00f3 la experiencia del servicio al cliente con una soluci\u00f3n impulsada por GenAI.<\/p>\n\t\t\t\t\t\t\t\t\t<\/div><!-- End of box-->\n\t\t\t\t\t\t\t\t<\/a><div class=\"slide-info-footer\">\n                                <div class=\"brand-logo-wrapper\"><\/div>\n\t\t\t<div class=\"content-more\">\n\t\t\t\t<a class=\"cta-button\" href=\"https:\/\/www.capgemini.com\/es-es\/noticias\/casos-de-exito\/eneco-emobility-recarga-atencion-cliente-inteligencia-artificial-generativa\/\" aria-label=\"Read more about Eneco eMobility recarga su atenci\u00f3n al cliente con inteligencia artificial generativa\"><span>Saber m\u00e1s<\/span><\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div><!-- End of slide info-->\n<\/div>\n<\/div>\n<\/div>\n<\/div><!-- End of container-->\n\n<\/div><!-- End of slide active -->\n<div class=\"slide active\">\n\t\t\t<div class=\"slide-bg-wrapper\">\n\t\t\t\t<picture><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=2880&amp;quality=70 2x\"\n\t\t\t\tmedia=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=2880&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=2048&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=480&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png?w=960&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 0)\"\/><img decoding=\"async\" loading=\"lazy\" class=\"slide-bg\" src=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Subway-client-story-web-banner.png\" alt=\"\"\n\t\t\tstyle=\"object-position: 50% 50%; object-fit: cover;\"\n\t\t\/><\/picture><div class=\"slide-reveal\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class=\"slide-info-wrapper\">\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"col-12 col-lg-6\">\n\t\t\t\t\t\t\t<div class=\"slide-info\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Subway impulsa la transformaci\u00f3n digital para ofrecer una mejor experiencia de marca\"\n\t\t\t\t\t\t\t\t   href=\"https:\/\/www.capgemini.com\/es-es\/noticias\/casos-de-exito\/subway-drives-digital-transformation-to-deliver-a-better-brand-experience\/\">\n\t\t\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t\t\t<h3 class=\"client-subtitle\">Subway impulsa la transformaci\u00f3n digital para ofrecer una mejor experiencia de marca<\/h3>\n\t\t\t\t\t\t\t\t\t\t<p>Una marca ic\u00f3nica mundial elige a Capgemini como socio estrat\u00e9gico de transformaci\u00f3n digital<\/p>\n\t\t\t\t\t\t\t\t\t<\/div><!-- End of box-->\n\t\t\t\t\t\t\t\t<\/a><div class=\"slide-info-footer\">\n                                <div class=\"brand-logo-wrapper\"><\/div>\n\t\t\t<div class=\"content-more\">\n\t\t\t\t<a class=\"cta-button\" href=\"https:\/\/www.capgemini.com\/es-es\/noticias\/casos-de-exito\/subway-drives-digital-transformation-to-deliver-a-better-brand-experience\/\" aria-label=\"Read more about Subway impulsa la transformaci\u00f3n digital para ofrecer una mejor experiencia de marca\"><span>Saber m\u00e1s<\/span><\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div><!-- End of slide info-->\n<\/div>\n<\/div>\n<\/div>\n<\/div><!-- End of container-->\n\n<\/div><!-- End of slide active -->\n<div class=\"slide active\">\n\t\t\t<div class=\"slide-bg-wrapper\">\n\t\t\t\t<picture><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 2x\"\n\t\t\t\tmedia=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=2880&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=2048&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=480&amp;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg?w=960&amp;quality=70 2x\"\n\t\t\tmedia=\"(min-width: 0)\"\/><img decoding=\"async\" loading=\"lazy\" class=\"slide-bg\" src=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/07\/Capgemini_Client-Stories_HEMA.jpg\" alt=\"HEMA creates exceptional simplicity for customer service\"\n\t\t\tstyle=\"object-position: 66% 27%; object-fit: cover;\"\n\t\t\/><\/picture><div class=\"slide-reveal\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class=\"slide-info-wrapper\">\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"col-12 col-lg-6\">\n\t\t\t\t\t\t\t<div class=\"slide-info\">\n\t\t\t\t\t\t\t\t<a aria-label=\"HEMA crea una simplicidad excepcional para el servicio al cliente\"\n\t\t\t\t\t\t\t\t   href=\"https:\/\/www.capgemini.com\/es-es\/noticias\/casos-de-exito\/hema-creates-exceptional-simplicity-for-customer-service\/\">\n\t\t\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t\t\t<h3 class=\"client-subtitle\">HEMA crea una simplicidad excepcional para el servicio al cliente<\/h3>\n\t\t\t\t\t\t\t\t\t\t<p>HEMA quer\u00eda ofrecer a sus clientes una experiencia \u00fanica centr\u00e1ndose m\u00e1s en ellos y en su fidelidad.<\/p>\n\t\t\t\t\t\t\t\t\t<\/div><!-- End of box-->\n\t\t\t\t\t\t\t\t<\/a><div class=\"slide-info-footer\">\n                                <div class=\"brand-logo-wrapper\"><\/div>\n\t\t\t<div class=\"content-more\">\n\t\t\t\t<a class=\"cta-button\" href=\"https:\/\/www.capgemini.com\/es-es\/noticias\/casos-de-exito\/hema-creates-exceptional-simplicity-for-customer-service\/\" aria-label=\"Read more about HEMA crea una simplicidad excepcional para el servicio al cliente\"><span>Saber m\u00e1s<\/span><\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div><!-- End of slide info-->\n<\/div>\n<\/div>\n<\/div>\n<\/div><!-- End of container-->\n\n<\/div><!-- End of slide active -->\n<\/div><div class=\"slider-nav-wrapper largeDevice\"><div class=\"slider-nav\"><button class=\"slider-prev  inactive\" aria-label=\"Slider previous\" tabindex=\"-1\"><\/button><button class=\"slider-next\" aria-label=\"Slider next\"><\/button><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit is-align-center\"><div class=\"container\"><div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"72\" class=\"expandable-heading-tag\">Qu\u00e9 hacemos<\/h2><\/div><\/div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"col-12 col-md-8\"><p><\/p><\/div><\/div><\/div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"col-12 col-md-8\"><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active opened\"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-expanded=\"true\"><h3 class=\"expander-heading-title\">Centro de Interacci\u00f3n con el Cliente impulsado por IA<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">Habilite el autoservicio para hasta el 60% de los casos con IA.<\/p><\/div><div class=\"expander-content\"><p><\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<p>La IA transforma la atenci\u00f3n al cliente al abordar los problemas m\u00e1s persistentes de los equipos de servicio: alto volumen de solicitudes, largas esperas, aumento de costes e interacciones impersonales.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Con el Centro de Interacci\u00f3n con el Cliente impulsado por IA, las organizaciones pueden utilizar tecnolog\u00edas de IA, RPA y la nube para ofrecer un servicio personalizado y proactivo, generando un impacto empresarial medible a trav\u00e9s de una mayor retenci\u00f3n, un mayor valor de vida del cliente y una mejor puntuaci\u00f3n NPS, al tiempo que optimizan los recursos y reducen los costes.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Con el Centro de Interacci\u00f3n con el Cliente impulsado por IA tu organizaci\u00f3n puede:<\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Habilita el autoservicio para el 20-60% de los casos con agentes virtuales conversacionales impulsados \u200b\u200bpor IA.<\/li>\n\n\n\n<li>Reduce el tiempo de respuesta de los agentes humanos entre un 20% y un 80% con asistentes de conocimiento basados \u200b\u200ben IA.<\/li>\n\n\n\n<li>Aumenta las oportunidades de venta adicional y cruzada entre un 5% y un 10% con la siguiente mejor oferta (NBO) y la siguiente mejor acci\u00f3n (NBA) impulsadas por IA.<\/li>\n\n\n\n<li>Reduce los costes operativos entre un 20% y un 40% mediante la automatizaci\u00f3n y el aumento de procesos impulsados \u200b\u200bpor IA.<\/li>\n\n\n\n<li>Mejora la personalizaci\u00f3n y optimice la experiencia del cliente mediante la creaci\u00f3n de perfiles de clientes en tiempo real y el an\u00e1lisis de sentimientos.<\/li>\n\n\n\n<li>Integra voz, chat, correo electr\u00f3nico, redes sociales, dispositivos m\u00f3viles y formularios de CRM en una plataforma unificada para ofrecer experiencias omnicanal fluidas.<\/li>\n<\/ul>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">Omnichannel Customer Interaction Operations<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">Consigue hasta un 20 % m\u00e1s de rapidez en la resoluci\u00f3n de incidencias de atenci\u00f3n al cliente gracias a la IA.<\/p><\/div><div class=\"expander-content\"><p><\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<p>Un gran servicio no consiste \u00fanicamente en conectar canales, sino en dirigir cada caso al recurso m\u00e1s adecuado.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Con Omnichannel Customer Interaction Operations, las organizaciones pueden integrar agentes humanos tradicionales, herramientas de IA y canales de autoservicio en voz, chat, correo electr\u00f3nico, redes sociales, m\u00f3vil y formularios CRM para ofrecer una experiencia fluida y optimizar la asignaci\u00f3n de recursos.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>A trav\u00e9s de nuestra propuesta <strong>Omnichannel Customer Interaction Operations<\/strong>, tu organizaci\u00f3n puede mejorar sus operaciones actuales o aprovechar nuestras capacidades de <strong>Contact Center as a Service (CCaaS)<\/strong> para incorporar funcionalidades de nueva generaci\u00f3n, como:<\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Enrutamiento de contactos basado en habilidades y sistemas IVR conversacionales<\/strong>, capaces de dirigir a los clientes hacia el agente o asistente de IA m\u00e1s cualificado para cada necesidad.<\/li>\n\n\n\n<li><strong>Paneles unificados y gesti\u00f3n centralizada de casos<\/strong>, que proporcionan visibilidad en tiempo real de los perfiles de cliente y de los flujos de trabajo.<\/li>\n\n\n\n<li><strong>Anal\u00edtica avanzada<\/strong> para monitorizar, medir y responder a indicadores como el sentimiento del cliente, los patrones de llamadas y los resultados de encuestas NPS, ayudando a las marcas a mejorar la previsi\u00f3n de la demanda y la asignaci\u00f3n de recursos en tiempo real.<\/li>\n\n\n\n<li><strong>Portales y chatbots impulsados por IA<\/strong>, que fomentan opciones de autoservicio capaces de aumentar las tasas de resoluci\u00f3n y, al mismo tiempo, reducir la carga de trabajo de los agentes.<\/li>\n\n\n\n<li><strong>Connected Customer Journey Platform (CCJP)<\/strong>, una plataforma dise\u00f1ada para orquestar experiencias fluidas y coherentes a lo largo de todos los puntos de contacto, aprovechando el potencial de los datos y la inteligencia artificial.<\/li>\n<\/ul>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/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\">Informes relacionados<\/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\/es-es\/investigacion\/biblioteca-de-investigacion\/customer-service-transformation\/\">\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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/02\/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\/es-es\/investigacion\/biblioteca-de-investigacion\/customer-service-transformation\/\" 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\/es-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\/es-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\/es-es\/investigacion\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/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\/es-es\/wp-content\/uploads\/sites\/16\/2025\/07\/CRI-AI-agents_web-banner.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/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\/es-es\/wp-content\/uploads\/sites\/16\/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-md-6 col-lg-4 flex-sm-order-reverse\">\n                            <a href=\"https:\/\/www.capgemini.com\/es-es\/investigacion\/biblioteca-de-investigacion\/envision-a-new-era-of-customer-service-with-generative-ai\/\" aria-label=\"Imagina una nueva era de atenci\u00f3n al cliente con IA generativa\" 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\">Imagina una nueva era de atenci\u00f3n al cliente con IA generativa<\/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-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/es-es\/investigacion\/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\/es-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\/es-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-lg-4 d-md-none d-lg-block\"><\/div><\/div>\n                    <\/div><\/div><\/section>\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Conoce a nuestros expertos<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/03\/lidia_herrero.jpeg\" alt=\"Lidia Herrero Coy\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/lidia-herrero-coy-64197232\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Lidia Herrero Coy<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Vice President, Head of Digital Customer Experience (DCX) Spain<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/lidia-herrero-coy-64197232\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2022\/11\/Javier-Bordetas-Sanchez-1.jpg\" alt=\"Javier Bordetas S\u00e1nchez\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Abrir en una nueva ventana\" href=\"http:\/\/www.linkedin.com\/in\/javierbordetas\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Javier Bordetas S\u00e1nchez<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Head of frog Spain at Capgemini Invent | Vice President<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Abrir en una nueva ventana\" href=\"http:\/\/www.linkedin.com\/in\/javierbordetas\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-partners undefined section section--partners-small\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"partner-heading\">Partners<\/h2><\/div><\/div><div class=\"row\">\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/es-es\/sobre-nosotros\/alianzas\/microsoft\/\" class=\"partner-box-title\" aria-label=\"Trabajamos para que nuestros clientes puedan llegar m\u00e1s lejos y m\u00e1s r\u00e1pido.\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/microsoft.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"\/es-es\/wp-json\/wp\/v2\/pages\/582466?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/es-es\/sobre-nosotros\/alianzas\/pega\/\" class=\"partner-box-title\" aria-label=\"La toma de decisiones inteligente para una experiencia de cliente comprometida\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/pega.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"\/es-es\/wp-json\/wp\/v2\/pages\/582466?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/es-es\/sobre-nosotros\/alianzas\/salesforce\/\" class=\"partner-box-title\" aria-label=\"Ayudamos a las marcas a ofrecer experiencias personalizadas, atractivas, relevantes y memorables.\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/06\/Salesforce_Logo_4C_8_13_14.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"\/es-es\/wp-json\/wp\/v2\/pages\/582466?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/es-es\/sobre-nosotros\/alianzas\/sap\/\" class=\"partner-box-title\" aria-label=\"Somos l\u00edderes mundiales en certificaciones SAP\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/sap.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"\/es-es\/wp-json\/wp\/v2\/pages\/582466?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n<\/div><\/div><\/section>\n\n\n\n<div data-open-first=\"true\" class=\"wp-block-cg-blocks-cg-blocks-faq-schema\"><section class=\"wp-block-cg-blocks-cg-blocks-faq-schema section section--faqs-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"content-title\"><h2>Preguntas frecuentes<\/h2><\/div><div class=\"filters filters--vertical\" data-max=\"100\"><div class=\"expanders filters-content\">\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfQu\u00e9 es Augmented Service?<\/h3><\/div><div class=\"expander-content\">\n<p>Augmented Service es un enfoque de atenci\u00f3n al cliente basado en IA de Capgemini que combina agentes humanos con IA generativa, automatizada y tradicional. Mediante la creaci\u00f3n de equipos h\u00edbridos de humanos e IA, las organizaciones pueden ofrecer un servicio m\u00e1s r\u00e1pido e intuitivo en todos los canales, transformando la funci\u00f3n de servicio en un motor de fidelizaci\u00f3n, satisfacci\u00f3n y valor a largo plazo para el cliente.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfC\u00f3mo mejora Augmented Service la atenci\u00f3n al cliente tradicional?<\/h3><\/div><div class=\"expander-content\">\n<p>Los modelos de servicio tradicionales son en gran medida reactivos y se centran en m\u00e9tricas b\u00e1sicas como la resoluci\u00f3n en la primera interacci\u00f3n y el tiempo de resoluci\u00f3n. El Servicio Aumentado de Capgemini eleva la atenci\u00f3n al cliente mediante la integraci\u00f3n de an\u00e1lisis basados \u200b\u200ben IA, automatizaci\u00f3n e informaci\u00f3n en tiempo real para permitir una interacci\u00f3n proactiva y personalizada en todos los canales. Gracias a este cambio, el servicio puede convertirse en un motor de valor estrat\u00e9gico, moldeando la percepci\u00f3n de la marca, fortaleciendo la lealtad y generando informaci\u00f3n valiosa para mejorar el negocio en general.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3><br>\u00bfQu\u00e9 impacto empresarial puede ofrecer Augmented Service?<\/h3><\/div><div class=\"expander-content\">\n<p>Las organizaciones que utilizan el servicio aumentado de Capgemini pueden esperar mejoras en la retenci\u00f3n de clientes, la fidelizaci\u00f3n, el valor de vida del cliente y el \u00edndice de recomendaci\u00f3n neta (NPS), al tiempo que optimizan los costes mediante la automatizaci\u00f3n y una asignaci\u00f3n de recursos m\u00e1s inteligente.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfC\u00f3mo funcionan los equipos h\u00edbridos formados por humanos e inteligencia artificial?<\/h3><\/div><div class=\"expander-content\">\n<p>Los equipos h\u00edbridos combinan las fortalezas de los agentes humanos (empat\u00eda, criterio y comprensi\u00f3n del contexto) con la velocidad, la escalabilidad y el procesamiento de datos de la IA. La IA proporciona soporte 24\/7, recuperaci\u00f3n instant\u00e1nea de informaci\u00f3n, an\u00e1lisis de sentimientos en tiempo real y sugerencias proactivas. Los agentes humanos intervienen en interacciones complejas, delicadas o que requieren una relaci\u00f3n personal, fomentando as\u00ed la conexi\u00f3n a gran escala.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfQu\u00e9 tecnolog\u00edas impulsan Augmented Service?<\/h3><\/div><div class=\"expander-content\">\n<p>El servicio de mejora continua de Capgemini se basa en:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Paneles de control unificados para el seguimiento integral de casos y recorridos del cliente.<\/li>\n\n\n\n<li>IA generativa para contenido, respuestas y personalizaci\u00f3n<\/li>\n\n\n\n<li>IA agente para la ejecuci\u00f3n aut\u00f3noma de tareas<\/li>\n\n\n\n<li>Automatizaci\u00f3n rob\u00f3tica de procesos (RPA) para flujos de trabajo automatizados<\/li>\n\n\n\n<li>Plataformas en la nube para escalabilidad y disponibilidad<\/li>\n\n\n\n<li>Anal\u00edtica avanzada para el an\u00e1lisis de sentimientos, la previsi\u00f3n y la obtenci\u00f3n de informaci\u00f3n estrat\u00e9gica para toda la empresa<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfC\u00f3mo facilita Augmented Service el autoservicio del cliente?<\/h3><\/div><div class=\"expander-content\">\n<p>Los agentes virtuales y chatbots con inteligencia artificial permiten a los clientes resolver problemas comunes al instante, con o sin la ayuda de un agente humano. Estas herramientas pueden gestionar consultas rutinarias, iniciar flujos de trabajo y derivar casos complejos, lo que se traduce en resoluciones m\u00e1s r\u00e1pidas y una menor carga de trabajo para los equipos de atenci\u00f3n al cliente.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfC\u00f3mo beneficia el Augmented Service a los agentes humanos?<\/h3><\/div><div class=\"expander-content\">\n<p>La IA proporciona a los agentes informaci\u00f3n en tiempo real, recomendaciones de acciones, an\u00e1lisis de sentimientos y contexto derivado de interacciones previas, lo que aumenta la productividad, la eficiencia y la precisi\u00f3n de los agentes humanos. Al mismo tiempo, los agentes de IA pueden ofrecer canales de autoservicio o automatizar la resoluci\u00f3n de casos rutinarios, liberando a los agentes humanos para que se centren en casos m\u00e1s complejos.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3><br>\u00bfC\u00f3mo cambia Augmented Service el papel de la funci\u00f3n de servicio?<\/h3><\/div><div class=\"expander-content\">\n<p>Augmented Service de Capgemini ayuda a las organizaciones a reinventar la atenci\u00f3n al cliente como un motor estrat\u00e9gico de crecimiento. Con la ayuda de la IA, cada interacci\u00f3n se convierte en una oportunidad para obtener informaci\u00f3n valiosa, fidelizar clientes y generar valor. Esto permite a las organizaciones fortalecer la percepci\u00f3n de su marca y diferenciarse a trav\u00e9s de la experiencia, al tiempo que generan informaci\u00f3n que impulsa la eficiencia y la innovaci\u00f3n en toda la empresa.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfC\u00f3mo permite el Augmented Service brindar soporte proactivo?<\/h3><\/div><div class=\"expander-content\">\n<p>Mediante el an\u00e1lisis de patrones, el sentimiento y los datos hist\u00f3ricos, la IA puede anticipar las necesidades de los clientes antes de que surjan. Esto permite una comunicaci\u00f3n proactiva, la resoluci\u00f3n temprana de problemas, recomendaciones oportunas y alertas \u00fatiles, transformando las interacciones de servicio en momentos que generan confianza y fidelidad a largo plazo.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfQu\u00e9 es el Centro de Interacci\u00f3n con el Cliente impulsado por IA?<\/h3><\/div><div class=\"expander-content\">\n<p>El Centro de Interacci\u00f3n con el Cliente impulsado por IA es una oferta de Capgemini que utiliza tecnolog\u00edas de IA, RPA y la nube para brindar un servicio personalizado y proactivo, generando un impacto comercial medible a trav\u00e9s de una mayor retenci\u00f3n, un mayor valor de vida del cliente y una mejor NPS, al tiempo que optimiza los recursos y reduce los costos.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>\u00bfQu\u00e9 es Omnichannel Customer Interaction Operations?<\/h3><\/div><div class=\"expander-content\">\n<p>Omnichannel Customer Interaction Operations es una soluci\u00f3n de Capgemini que reemplaza los sistemas de servicio fragmentados con un modelo coordinado que dirige cada consulta al recurso adecuado, ya sea humano o IA. Garantiza la coherencia en todos los canales y ayuda a las organizaciones a lograr tiempos de resoluci\u00f3n m\u00e1s r\u00e1pidos, un enrutamiento m\u00e1s preciso y una mayor productividad de los 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