{"id":3069,"date":"2024-09-10T16:52:01","date_gmt":"2024-09-10T20:52:01","guid":{"rendered":"https:\/\/conectara.ventures\/?p=3069"},"modified":"2024-09-10T16:59:25","modified_gmt":"2024-09-10T20:59:25","slug":"ai-driven-contact-center-optimization-a-success-story","status":"publish","type":"post","link":"https:\/\/conectara.ventures\/es\/ai-driven-contact-center-optimization-a-success-story\/","title":{"rendered":"Optimizaci\u00f3n de Centros de Contacto Impulsada por IA: Una Historia de \u00c9xito"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">El centro de contacto de Servicios de Idiomas Universales conecta a int\u00e9rpretes profesionales de idiomas con pacientes y proveedores de servicios de salud.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">El desaf\u00edo consist\u00eda en desarrollar un sistema complejo de enrutamiento de agentes que emparejara a los int\u00e9rpretes con los usuarios bas\u00e1ndose en el idioma, habilidades y requisitos culturales en cuesti\u00f3n de segundos, al mismo tiempo que gestionaba la comunicaci\u00f3n entrante y saliente.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">El sistema tambi\u00e9n requer\u00eda una interfaz amigable para el usuario, adaptada a diversos roles, permitiendo a los administradores monitorear m\u00e9tricas de rendimiento como la latencia, claridad de voz\/video y precisi\u00f3n de la traducci\u00f3n.<\/span><\/p>\n<p><b>C\u00f3mo Ayudamos:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Aprovechando la inteligencia artificial y el aprendizaje autom\u00e1tico, nuestro equipo construy\u00f3 una plataforma inteligente y escalable que redujo la necesidad de personal excesivo mientras maximizaba la eficiencia operativa. Nuestra soluci\u00f3n ofreci\u00f3:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Enrutamiento de Agentes Potenciado por IA:<\/b><span style=\"font-weight: 400;\"> Emparejamiento de traductores optimizado basado en el idioma y factores culturales, asegurando la mejor coincidencia para cada sesi\u00f3n.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Gesti\u00f3n de Colas Optimizada:<\/b><span style=\"font-weight: 400;\"> Manejo eficiente de llamadas entrantes y salientes, minimizando los tiempos de espera.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Soporte Multi-Tenant:<\/b><span style=\"font-weight: 400;\"> Un sistema flexible que se adaptaba a m\u00faltiples roles, incluyendo pacientes, proveedores y administradores.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Tableros y M\u00e9tricas Personalizadas:<\/b><span style=\"font-weight: 400;\"> Tableros espec\u00edficos para usuarios que ofrecen informaci\u00f3n sobre la duraci\u00f3n de las llamadas, la calidad de la traducci\u00f3n y el rendimiento del sistema.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Infraestructura Robusta:<\/b><span style=\"font-weight: 400;\"> Telefon\u00eda integrada, modelado de bases de datos, integraciones de API y procesos de CI\/CD, garantizando la fiabilidad.<\/span><\/li>\n<\/ul>\n<p><b>Caracter\u00edsticas Clave:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enrutamiento basado en idiomas para m\u00e1s de 200 idiomas<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cuestionarios y formularios en el chat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00e9tricas en tiempo real sobre la claridad de las llamadas, la precisi\u00f3n de la traducci\u00f3n y el uso<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conferencias de video\/audio de baja latencia para hasta 8 participantes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Aplicaci\u00f3n complementaria m\u00f3vil para f\u00e1cil acceso<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Servicios de Idiomas Universales optimiz\u00f3 exitosamente su centro de contacto, requiriendo menos agentes mientras manten\u00eda altos est\u00e1ndares de servicio.<\/span><\/p>\n<p><strong><a href=\"https:\/\/conectara.ventures\/es\/contact-us\/\" target=\"_blank\" rel=\"noopener\">\u00a1Programe una conversaci\u00f3n con nosotros para ver c\u00f3mo este equipo puede mejorar el \u00e9xito de sus clientes!<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>The Universal Language Services contact center connects professional language interpreters with patients and healthcare providers.\u00a0 The challenge was to develop a complex agent routing system that would pair interpreters with users based on language, skills, and cultural requirements in a matter of seconds, while at the same time handling both inbound and outbound communication.\u00a0 The&#8230;<\/p>","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - 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