{"id":567148,"date":"2026-08-21T04:03:48","date_gmt":"2026-08-21T04:03:48","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?post_type=research-and-insight&#038;p=567148"},"modified":"2026-08-21T04:05:09","modified_gmt":"2026-08-21T04:05:09","slug":"el-problema-no-es-la-ia-es-la-preparacion-operativa","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/el-problema-no-es-la-ia-es-la-preparacion-operativa\/","title":{"rendered":"El problema no es la IA. Es la preparaci\u00f3n operativa."},"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\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg\" 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\">Business operations<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">El problema no es la IA<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Es preparaci\u00f3n operativa.<\/h2><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\/07\/AI-Readiness-Whitepaper.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><span>Descargar PoV<\/span><span class=\"type\">1 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=1233465\" 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=1233465\" 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-la-mayoria-de-los-centros-de-contacto-estan-acelerando-las-inversiones-en-copilotos-herramientas-de-asistencia-al-agente-ia-generativa-flujos-de-trabajo-con-capacidad-de-actuacion-autonoma-agenticos-y-capacidades-de-resolucion-autonoma\" class=\"wp-block-heading\" style=\"font-size:30px\">La mayor\u00eda de los centros de contacto est\u00e1n acelerando las inversiones en copilotos, herramientas de asistencia al agente, IA generativa, flujos de trabajo con capacidad de actuaci\u00f3n aut\u00f3noma (ag\u00e9nticos) y capacidades de resoluci\u00f3n aut\u00f3noma.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-most-contact-centers-are-accelerating-investments-in-copilots-agent-assist-tools-generative-ai-agentic-workflows-and-autonomous-resolution-capabilities-yet-many-organizations-are-discovering-that-deploying-ai-alone-does-not-automatically-translate-into-business-value\">Sin embargo, muchas organizaciones est\u00e1n descubriendo que implementar IA por s\u00ed sola no se traduce autom\u00e1ticamente en valor empresarial.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Los programas no cumplen con las expectativas, aumentan las escalaciones y los clientes se enfrentan a los mismos problemas operativos, solo que m\u00e1s r\u00e1pido y a mayor escala.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El desaf\u00edo no es la tecnolog\u00eda en s\u00ed, sino la operativa que la sustenta.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nuestro enfoque sobre la preparaci\u00f3n operativa para la IA responde a los desaf\u00edos que impiden a las organizaciones aprovechar todo el valor de la IA, entre ellos:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Demanda derivada de fallos causada por problemas de clientes no resueltos<\/li>\n\n\n\n<li>V\u00edas de resoluci\u00f3n inconsistentes entre agentes, equipos y canales<\/li>\n\n\n\n<li>Responsabilidad y rendici\u00f3n de cuentas fragmentadas respecto a los resultados para el cliente<\/li>\n\n\n\n<li>Conocimiento t\u00e1cito (\u00abtribal\u00bb) que no puede ser aprovechado de manera fiable por la IA<\/li>\n\n\n\n<li>M\u00e9tricas de rendimiento que priorizan la velocidad y la desviaci\u00f3n de consultas sobre la resoluci\u00f3n efectiva<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">A medida que se acelera la adopci\u00f3n de la IA, las organizaciones deben ir m\u00e1s all\u00e1 de la preparaci\u00f3n tecnol\u00f3gica y centrarse en la certeza operativa. Sin una responsabilidad clara, flujos de trabajo regulados y una gesti\u00f3n adecuada del conocimiento, la IA corre el riesgo de aumentar la complejidad operativa en lugar de eliminarla.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nuestro marco de trabajo ayuda a las organizaciones a construir los cimientos necesarios para una adopci\u00f3n sostenible de la IA, permitiendo:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Implementaciones de IA que generan resultados empresariales medibles<\/li>\n\n\n\n<li>Mayor coherencia en la resoluci\u00f3n de las interacciones con los clientes<\/li>\n\n\n\n<li>Automatizaci\u00f3n fiable basada en flujos de trabajo y conocimientos bajo gobernanza<\/li>\n\n\n\n<li>Reducci\u00f3n de la demanda derivada de fallos y mejora de la experiencia del cliente<\/li>\n\n\n\n<li>Una hoja de ruta pr\u00e1ctica para escalar la IA de forma segura y eficaz.<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-call-to-action call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper no-description\"><div class=\"text-wrapper no-description\"><h3 class=\"title\" data-maxlength=\"144\">Lea m\u00e1s en nuestro punto de vista.<\/h3> <\/div><div class=\"button-wrapper no-description\"><a class=\"cta-btn action-valid\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-Readiness-Whitepaper.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" aria-label=\"Descarga el PoV sobre Lea m\u00e1s en nuestro punto de vista.\" title=\"abrir en una nueva ventana\" data-maxlength=\"24\" tabindex=\"0\"> Descarga el PoV <\/a><\/div><\/div><\/div><\/section>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Nuestro enfoque sobre la preparaci\u00f3n operativa para la IA responde a los desaf\u00edos que impiden a las organizaciones aprovechar todo el valor de la IA.<\/p>\n","protected":false},"author":499,"featured_media":567149,"template":"","meta":{"cg_dt_proposed_to":[25],"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":true,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"Business operations","featured_focal_points":""},"tags":[],"research-and-insight-type":[78],"theme":[310],"brand":[],"service":[155],"industry":[],"partners":[],"content-group":[],"class_list":["post-567148","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-business-operations","service-intelligent-business-operations"],"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>La IA Requiere Preparaci\u00f3n Operativa | Capgemini<\/title>\n<meta name=\"description\" content=\"Descubra por qu\u00e9 el \u00e9xito de la IA depende de la Preparaci\u00f3n Operativa y c\u00f3mo las organizaciones pueden escalarla con confianza.\" \/>\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\/mx-es\/insights\/biblioteca-de-investigacion\/el-problema-no-es-la-ia-es-la-preparacion-operativa\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El problema no es la IA. 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