{"id":566892,"date":"2025-03-13T09:34:37","date_gmt":"2025-03-13T08:34:37","guid":{"rendered":"https:\/\/www.capgemini.com\/es-es\/?post_type=research-and-insight&#038;p=566892"},"modified":"2025-04-14T11:22:36","modified_gmt":"2025-04-14T09:22:36","slug":"customer-service-transformation","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/es-es\/investigacion\/biblioteca-de-investigacion\/customer-service-transformation\/","title":{"rendered":"Transformaci\u00f3n del servicio al 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\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Customer-service-transformation1-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\/03\/Customer-service-transformation1-web-banner.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\">Customer first<\/span><\/div><\/div><div class=\"brandInfo\"><div class=\"brandLogo\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\"\/><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Liberando el valor del servicio al cliente<\/h1><\/div><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\/wp-content\/uploads\/2025\/03\/CRI_Customer-Service-Transformation_Infographic_V04.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Descarga la infograf\u00eda<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/13th-March-Customer-service-transformation-CRI_V5.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Descarga el informe<\/span><span class=\"type\">9 MB  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\/?post_type=research-and-insight&amp;p=1019733\" 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=1019733\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-el-impacto-transformador-de-la-ia-generativa-y-la-ia-agentica\">El impacto transformador de la IA Generativa y la IA ag\u00e9ntica <\/h3>\n\n\n\n<p>Nunca se insistir\u00e1 lo suficiente en la importancia del servicio de atenci\u00f3n al cliente. Es una de las capacidades m\u00e1s poderosas de que disponen las organizaciones para ayudarles a impulsar las compras, fomentar la fidelidad y moldear la percepci\u00f3n de la marca conectando directamente con el sentimiento del cliente. Su \u00e9xito se mide en parte por el grado en que satisface las expectativas de los consumidores, y esas expectativas est\u00e1n cambiando. \u00bfC\u00f3mo pueden las organizaciones satisfacer mejor las necesidades de los clientes, potenciando al mismo tiempo a los agentes de atenci\u00f3n al cliente insatisfechos y aportando beneficios a los resultados?<\/p>\n\n\n\n<p><em><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Final-Web-Version-Report-Customer-Service-Transformation.pdf\">Liberando el valor del servicio al cliente<\/a><\/em>, un nuevo informe del <a href=\"https:\/\/www.capgemini.com\/es-es\/investigacion\/instituto-investigacion\/\">Instituto de Investigaci\u00f3n de Capgemini<\/a>, proporciona a las empresas una hoja de ruta para transformar el servicio al cliente adoptando las potentes capacidades de la IA generativa y ag\u00e9ntica. El informe ofrece informaci\u00f3n sobre las tendencias actuales y futuras del servicio de atenci\u00f3n al cliente, basada en los resultados de una encuesta global  intersectorial realizada a unos 9.500 consumidores y 500 agentes y supervisores, as\u00ed como a 1.000 ejecutivos.<span style=\"font-size: 1rem; letter-spacing: 0.4px;\"><\/span><\/p>\n\n\n\n<p><a href=\"https:\/\/www.capgemini.com\/es-es\/investigacion\/biblioteca-de-investigacion\/customer-service-transformation\/\">Descarga el informe<\/a> para conocer las cuestiones y oportunidades clave que pueden impulsar la transformaci\u00f3n del servicio al cliente, entre ellas:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Llevar el servicio al cliente de ser una funci\u00f3n de apoyo a un motor de valor estrat\u00e9gico: dado que el 65% de los directivos afirman que sus organizaciones se enfrentan a una baja eficiencia operativa en la funci\u00f3n de atenci\u00f3n al cliente, y s\u00f3lo el 16% de los agentes entrevistados declaran estar satisfechos en general con sus funciones, existe una clara necesidad de transformar la funci\u00f3n de atenci\u00f3n al cliente y reconocer su papel estrat\u00e9gico a la hora de impulsar la percepci\u00f3n de la marca, la fidelidad, la retenci\u00f3n y los ingresos.<\/li>\n\n\n\n<li>La Gen AI y la IA ag\u00e9ntica cambian las reglas del juego de la transformaci\u00f3n: el 70% de los agentes de atenci\u00f3n al cliente informan de una reducci\u00f3n de la carga de trabajo general mediante el uso de la tecnolog\u00eda, mientras que el 24% de las organizaciones declaran una reducci\u00f3n de los costes operativos, y el 31% informan de tiempos de respuesta m\u00e1s r\u00e1pidos. Se espera que estos beneficios aumenten a medida que las empresas reconozcan la creciente importancia estrat\u00e9gica del servicio al cliente y el papel que la Gen AI y la agentic AI pueden desempe\u00f1ar en la mejora de la satisfacci\u00f3n del cliente, la experiencia del agente y la eficiencia operativa.<\/li>\n<\/ul>\n\n\n\n<p>A medida que la Gen AI avanza con los copilotos a los agentes razonadores de IA, esta abre grandes oportunidades para mejorar el servicio al cliente, gestionando de forma aut\u00f3noma las tareas m\u00e1s rutinarias y permitiendo a los agentes humanos pasar de funciones de apoyo a puestos especializados centrados en mejorar las experiencias de los clientes. Sin embargo, es importante se\u00f1alar que no se trata de una mera revoluci\u00f3n tecnol\u00f3gica, sino de un cambio organizativo que exige un redise\u00f1o completo del servicio al cliente desde la base.<\/p>\n\n\n\n<p>Para obtener m\u00e1s informaci\u00f3n sobre las tendencias actuales y futuras del servicio de atenci\u00f3n al cliente, incluida la evoluci\u00f3n de las expectativas de los clientes, y el papel de la IA para liberar el potencial comercial del servicio de atenci\u00f3n al cliente, <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Final-Web-Version-Report-Customer-Service-Transformation.pdf\">descarga el informe<\/a>.<a id=\"_msocom_1\"><\/a><\/p>\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\">Casos de \u00e9xito<\/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, 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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><div class=\"slider-nav-wrapper largeDevice\"><div 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1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/01\/DotCom_Banner_1440-x-900.jpg.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\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/01\/DotCom_Banner_1440-x-900.jpg.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\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/01\/DotCom_Banner_1440-x-900.jpg.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\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2025\/01\/DotCom_Banner_1440-x-900.jpg.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\/01\/DotCom_Banner_1440-x-900.jpg.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                     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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\/customer-experience-in-automotive-2024\/\">\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 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