{"id":231864,"date":"2024-07-31T13:01:04","date_gmt":"2024-07-31T11:01:04","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/konverzacne-ivr-co-to-je-ako-sa-lisi-od-inych-ivr\/"},"modified":"2024-08-12T12:30:14","modified_gmt":"2024-08-12T10:30:14","slug":"konverzacne-ivr-co-to-je-ako-sa-lisi-od-inych-ivr","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/konverzacne-ivr-co-to-je-ako-sa-lisi-od-inych-ivr\/","title":{"rendered":"Konverza\u010dn\u00e9 IVR: \u010do to je + ako sa l\u00ed\u0161i od in\u00fdch IVR"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-black-color has-text-color\">Konverza\u010dn\u00e9 IVR: \u010do to je a ako sa l\u00ed\u0161i od tradi\u010dn\u00e9ho IVR<\/h1>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1.png\" alt=\"\" class=\"wp-image-202604\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1-88x50.png 88w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">Spolo\u010dnos\u0165 Salesforce ned\u00e1vno zistila, \u017ee <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/State-of-the-Connected-Customer.pdf\" target=\"_blank\" rel=\"noopener\">53 %<\/a> z\u00e1kazn\u00edkov ver\u00ed, \u017ee generat\u00edvna umel\u00e1 inteligencia pom\u00e1ha spolo\u010dnostiam lep\u0161ie ich obsl\u00fa\u017ei\u0165.\nJedn\u00fdm zo sp\u00f4sobov, ako to m\u00f4\u017ee dosiahnu\u0165, je konverza\u010dn\u00e9 IVR. <\/p>\n\n\n\n<p>Pravdepodobne ste u\u017e niekedy telefonovali a komunikovali s ponukou IVR stl\u00e1\u010dan\u00edm tla\u010didiel alebo zad\u00e1van\u00edm kr\u00e1tkych hovoren\u00fdch pokynov.\nMo\u017eno ste sa v\u0161ak e\u0161te nestretli s konverza\u010dn\u00fdm IVR, teda n\u00e1strojom, s ktor\u00fdm m\u00f4\u017eete prirodzene hovori\u0165. <\/p>\n\n\n\n<p>Ako to funguje?\n\u010c\u00edtajte \u010falej a dozviete sa to. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 poznatky:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pri tradi\u010dnom IVR sa pou\u017e\u00edvatelia pohybuj\u00fa po v\u00fdzvach a ponuk\u00e1ch, aby z\u00edskali inform\u00e1cie alebo sa spojili s agentom, ktor\u00fd im m\u00f4\u017ee pom\u00f4c\u0165.  <\/li>\n\n\n\n<li>Niektor\u00e9 syst\u00e9my vyu\u017e\u00edvaj\u00fa technol\u00f3giu DTMF (Dual-Tone Multi-Frequency), pri ktorej pou\u017e\u00edvatelia stl\u00e1\u010daj\u00fa tla\u010didl\u00e1 na v\u00fdber mo\u017enost\u00ed, zatia\u013e \u010do in\u00e9 syst\u00e9my IVR vyu\u017e\u00edvaj\u00fa umel\u00fa inteligenciu na rozpozn\u00e1vanie re\u010di.<\/li>\n\n\n\n<li>Pri efekt\u00edvnom nastaven\u00ed a prisp\u00f4soben\u00ed samoobslu\u017en\u00fdch slu\u017eieb IVR m\u00f4\u017ee by\u0165 vyrie\u0161enie prv\u00e9ho hovoru a\u017e <a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/ivr-dilemma\" target=\"_blank\" rel=\"noopener\">74 %<\/a>.<\/li>\n\n\n\n<li>Konverza\u010dn\u00e9 IVR vyu\u017e\u00edva technol\u00f3giu umelej inteligencie (najm\u00e4 spracovanie prirodzen\u00e9ho jazyka) na interpret\u00e1ciu v\u00fdrokov volaj\u00faceho a generovanie odpoved\u00ed podobn\u00fdch \u013eudsk\u00fdm.  <\/li>\n\n\n\n<li>Tradi\u010dn\u00e9 IVR a konverza\u010dn\u00e9 IVR maj\u00fa svoje v\u00fdhody a nev\u00fdhody a mnoh\u00e9 podniky nevy\u017eaduj\u00fa tak\u00fa \u00farove\u0148 zlo\u017eitosti syst\u00e9mu IVR, ak\u00fa predstavuje konverza\u010dn\u00e9 IVR.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je konverza\u010dn\u00e9 IVR?<\/h2>\n\n\n\n<p>Konverza\u010dn\u00e9 <a href=\"https:\/\/test-staging.cloudtalk.io\/interactive-voice-response-ivr\/\">IVR<\/a> je typ interakt\u00edvneho syst\u00e9mu hlasovej odozvy.\nVyu\u017e\u00edva spracovanie prirodzen\u00e9ho jazyka (NLP) a technol\u00f3giu rozpozn\u00e1vania re\u010di na interakciu s volaj\u00facimi podobn\u00fa \u013eudskej.   <\/p>\n\n\n\n<p>Konverz\u00e1cia so Siri alebo Alexou je be\u017en\u00fdm &#8211; aj ke\u010f zjednodu\u0161en\u00fdm &#8211; pr\u00edkladom rovnak\u00e9ho typu interakcie, ak\u00fa m\u00f4\u017eete ma\u0165 s konverza\u010dn\u00fdm softv\u00e9rom IVR.\nCie\u013eom je pom\u00f4c\u0165 pou\u017e\u00edvate\u013eom dospie\u0165 k rie\u0161eniu alebo ich spoji\u0165 s niek\u00fdm, kto dok\u00e1\u017ee n\u00e1js\u0165 rie\u0161enie. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ako funguje konverza\u010dn\u00e9 IVR?<\/h2>\n\n\n\n<p>Technol\u00f3gia poh\u00e1\u0148aj\u00faca konverza\u010dn\u00e9 IVR je zlo\u017eit\u00e1.\nZ\u00e1kladn\u00fd priebeh konverz\u00e1cie sa v\u0161ak del\u00ed na p\u00e4\u0165 krokov: <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"594\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-1024x594.png\" alt=\"\" class=\"wp-image-207641\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-1024x594.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-300x174.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-768x446.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-1536x891.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-2048x1188.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-1862x1080.png 1862w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-1279x742.png 1279w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-738x428.png 738w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-424x246.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-195x113.png 195w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Conversational-AI-components-1-88x51.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Zdroj: https:\/\/getvoip.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Vstupy volaj\u00faceho <\/strong>&#8211; NLP identifikuje jazyk pou\u017e\u00edvate\u013ea a preklad\u00e1 z\u00e1kladn\u00fd v\u00fdznam v\u00fdpovede z\u00e1kazn\u00edka.  <\/li>\n\n\n\n<li><strong>Anal\u00fdza z\u00e1meru pou\u017e\u00edvate\u013ea <\/strong>&#8211; porozumenie prirodzen\u00e9mu jazyku (Natural Language Understanding &#8211; NLU) zis\u0165uje skuto\u010dn\u00fd v\u00fdznam v\u00fdroku.\nZoh\u013ead\u0148uje nielen to, \u010do z\u00e1kazn\u00edk hovor\u00ed, ale aj to <em>, ako <\/em>to hovor\u00ed. <\/li>\n\n\n\n<li><strong>Riadenie reakci\u00ed <\/strong>&#8211; \u00fadaje z NLP a NLU vstupuj\u00fa do komponentu generovania prirodzen\u00e9ho jazyka (NLG).\nNLG je technol\u00f3gia, ktor\u00e1 generuje odpove\u010f pomocou po\u010dute\u013enej re\u010di podobnej \u013eudskej.\nVypo\u010d\u00edtan\u00e1 odpove\u010f v pr\u00edpade potreby zoh\u013ead\u0148uje osobn\u00e9 \u00fadaje alebo hist\u00f3riu predch\u00e1dzaj\u00facich hovorov.  <\/li>\n\n\n\n<li><strong>Humaniz\u00e1cia interakcie <\/strong>&#8211; V\u0161etky tri komponenty AI pri konverz\u00e1cii spolupracuj\u00fa a vytv\u00e1raj\u00fa reakcie podobn\u00e9 \u013eudsk\u00fdm.<\/li>\n\n\n\n<li><strong>U\u010denie a posil\u0148ovanie <\/strong>&#8211; odpove\u010f \u010fal\u0161ieho volaj\u00faceho prech\u00e1dza rovnak\u00fdm procesom.\nUmel\u00e1 inteligencia analyzuje jazyk a v\u00fdznam.\nTeraz zis\u0165uje \u00faspechy alebo ne\u00faspechy predch\u00e1dzaj\u00facej interakcie a &#8222;u\u010d\u00ed sa&#8220; pre bud\u00face rozhovory.  <\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Ak\u00fd je rozdiel medzi tradi\u010dn\u00fdm a konverza\u010dn\u00fdm IVR?<\/h2>\n\n\n\n<p>Tradi\u010dn\u00e9 a konverza\u010dn\u00e9 IVR sa sna\u017eia dosiahnu\u0165 rovnak\u00e9 ciele.\nSp\u00f4sob, ak\u00fdm tieto ciele dosahuj\u00fa, sa l\u00ed\u0161i a v\u00fdsledky sa l\u00ed\u0161ia v z\u00e1vislosti od pr\u00edpadov pou\u017eitia. <\/p>\n\n\n\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Aspect\">\n<p class=\"has-text-align-left\"><strong><strong>Aspekt<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Traditional;IVR\">\n<div class=\"wp-block-group ct-table-header-group first-party-usage has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-left has-deep-blue-sky-color has-text-color has-link-color wp-elements-83c176d5880f9829d535990b56d6f48d\"><strong>Tradi\u010dn\u00e9 IVR<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group ct-table-header-group third-party-usage\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-left has-deep-blue-sky-color has-text-color has-link-color wp-elements-1c431fd23643fb0a40d5a9347a6c395b\"><strong><strong>Konverza\u010dn\u00e9 IVR<\/strong><\/strong><\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\"><strong>\u0160t\u00fdl interakcie<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">Ponuka riaden\u00e1, \u0161trukt\u00farovan\u00e1 s podponukami<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">Prirodzen\u00fd jazyk, interakcia podobn\u00e1 konverz\u00e1cii<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\"><strong>Sk\u00fasenosti pou\u017e\u00edvate\u013eov<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">Jednoduch\u00e9, zn\u00e1me, ale niekedy obmedzen\u00e9<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">Intuit\u00edvnej\u0161ie a p\u00fatavej\u0161ie<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Vstupn\u00e9 met\u00f3dy<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Optimalizuje spr\u00e1vu hovorov.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Optimalizuje z\u00e1kazn\u00edcku sk\u00fasenos\u0165.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Flexibilita<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Flexibilita s tokmi hovorov a podmenu<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Dok\u00e1\u017ee ignorova\u0165 ponuky, spracov\u00e1va\u0165 r\u00f4zne po\u017eiadavky a vies\u0165 dial\u00f3g<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Rozpozn\u00e1vanie re\u010di IVR<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Z\u00e1kladn\u00e9 hlasov\u00e9 rozpozn\u00e1vanie pr\u00edkazov IVR, napr\u00edklad &#8222;\u00e1no&#8220; alebo &#8222;faktur\u00e1cia&#8220;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>IVR v prirodzenom jazyku, ktor\u00fd umo\u017e\u0148uje porozumie\u0165 celej vete<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Generovanie odpoved\u00ed<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Vopred nahrat\u00e9 v\u00fdzvy a pevn\u00e9 odpovede<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Dynamick\u00e9 reakcie prisp\u00f4soben\u00e9 vstupom pou\u017e\u00edvate\u013ea<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Hodiny podpory<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Samoobsluha 24\/7<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Samoobsluha 24\/7 s interakciami podobn\u00fdmi \u013eudsk\u00fdm<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Zlo\u017eitos\u0165 t\u00e9my<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Rie\u0161i probl\u00e9my na n\u00edzkej a\u017e strednej \u00farovni v z\u00e1vislosti od n\u00e1vrhu toku hovorov<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Dobre vy\u0161kolen\u00e1 umel\u00e1 inteligencia zvl\u00e1dne jednoduch\u00e9 aj zlo\u017eitej\u0161ie hovory so z\u00e1kazn\u00edkmi<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>\u00darove\u0148 automatiz\u00e1cie<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Niektor\u00e9 n\u00e1stroje vy\u017eaduj\u00fa zlo\u017eit\u00e9 programovanie, in\u00e9 pou\u017e\u00edvaj\u00fa vizu\u00e1lne toky volan\u00ed na automatiz\u00e1ciu bez k\u00f3du<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Automatiz\u00e1cia bez k\u00f3du<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Personaliz\u00e1cia<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Mo\u017enosti personaliz\u00e1cie s integr\u00e1ciou CRM, ktor\u00e1 si pam\u00e4t\u00e1 \u00fadaje o volaj\u00facom<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Dok\u00e1\u017ee personalizova\u0165 interakcie na z\u00e1klade \u00fadajov pou\u017e\u00edvate\u013ea<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\"><strong>Spokojnos\u0165 z\u00e1kazn\u00edkov<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">Zn\u00ed\u017eenie \u010dasu \u010dakania na hovor v\u010faka <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">smerovaniu na z\u00e1klade volaj\u00faceho<\/a>, pri optimaliz\u00e1cii sa zlep\u0161uje CSAT<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">Zv\u00fd\u0161enie spokojnosti z\u00e1kazn\u00edkov v\u010faka interakcii podobnej interakcii s \u013eu\u010fmi<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Pr\u00edklad interakcie so z\u00e1kazn\u00edkom: Konverza\u010dn\u00e9 vs. tradi\u010dn\u00e9 IVR<\/h2>\n\n\n\n<p>Konverza\u010dn\u00e9 aj tradi\u010dn\u00e9 IVR zhroma\u017e\u010fuj\u00fa inform\u00e1cie o z\u00e1kazn\u00edkovi a h\u013eadaj\u00fa rie\u0161enie.\nKa\u017ed\u00fd z nich pon\u00faka in\u00fa z\u00e1kazn\u00edcku sk\u00fasenos\u0165.   <\/p>\n\n\n\n<p>Pozrime sa na pr\u00edklad, ktor\u00fd ilustruje, ako jednotliv\u00e9 typy IVR sprac\u00favaj\u00fa dotaz:<\/p>\n\n\n\n<p>Z\u00e1kazn\u00edk sa r\u00e1no zobud\u00ed pred skor\u00fdm odletom.\nRozhodne sa vyto\u010di\u0165 \u010d\u00edslo leteckej spolo\u010dnosti, aby si pred odletom overil stav svojho letu. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Tradi\u010dn\u00e9 IVR<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>IVR<\/strong>: \u010eakujeme, \u017ee ste zavolali na\u0161ej leteckej spolo\u010dnosti.\nStla\u010dte pros\u00edm 1 pre rezerv\u00e1ciu leteniek, 2 pre kontrolu stavu v\u00e1\u0161ho letu&#8230; <\/li>\n\n\n\n<li><strong>Z\u00e1kazn\u00edk<\/strong>: (Stla\u010d\u00ed pr\u00edslu\u0161n\u00e9 tla\u010didlo &#8222;skontrolova\u0165 stav v\u00e1\u0161ho letu&#8220;)<\/li>\n\n\n\n<li><strong>IVR<\/strong>: &#8222;Uve\u010fte alebo zadajte \u010d\u00edslo letu, za ktor\u00fdm nasleduje znak libry.\nPotom zadajte de\u0148 odletu a mesiac odletu.&#8220; <\/li>\n\n\n\n<li><strong>Z\u00e1kazn\u00edk<\/strong>: &#8222;Let AB1234&#8220;.\n(Stla\u010d\u00ed znak libry.) &#8222;6. marca&#8220; <\/li>\n\n\n\n<li><strong>IVR<\/strong>: &#8222;Odlet letu AB1234 zo 6. marca je napl\u00e1novan\u00fd na 1230.&#8220;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Konverza\u010dn\u00e9 IVR<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>IVR<\/strong>: &#8222;Dobr\u00fd de\u0148, \u010fakujeme, \u017ee ste zavolali na\u0161ej leteckej spolo\u010dnosti. Ako v\u00e1m m\u00f4\u017eem dnes pom\u00f4c\u0165?&#8220;<\/li>\n\n\n\n<li><strong>Z\u00e1kazn\u00edk<\/strong>: &#8222;M\u00f4\u017eete mi pom\u00f4c\u0165 zisti\u0165 stav m\u00f4jho letu?&#8220;<\/li>\n\n\n\n<li><strong>IVR<\/strong>: &#8222;Samozrejme, m\u00f4\u017eem v\u00e1m s t\u00fdm pom\u00f4c\u0165. M\u00f4\u017eete mi poskytn\u00fa\u0165 \u010d\u00edslo v\u00e1\u0161ho letu a d\u00e1tum odletu?&#8220;<\/li>\n\n\n\n<li><strong>Z\u00e1kazn\u00edk<\/strong>: &#8222;Odlieta dnes, 6. marca.&#8220;<\/li>\n\n\n\n<li><strong>IVR<\/strong>: &#8222;\u010eakujem. V\u00e1\u0161 let AB1234 odlieta dnes, 6. marca, a jeho odlet je napl\u00e1novan\u00fd na 12:30.&#8220;<\/li>\n<\/ul>\n\n\n\n<p>V ka\u017edej interakcii sa z\u00e1kazn\u00edkovi podarilo z\u00edska\u0165 odpove\u010f na svoju ot\u00e1zku bez pomoci agenta.\nKtor\u00fd z nich je pre v\u00e1s najlep\u0161\u00ed, z\u00e1vis\u00ed od kombin\u00e1cie <a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\">cien IVR<\/a> a va\u0161ich individu\u00e1lnych obchodn\u00fdch potrieb. <\/p>\n\n\n\n<p>Pri tradi\u010dnom IVR musel volaj\u00faci pred odpove\u010fou \u010daka\u0165 na zoznam mo\u017enost\u00ed menu.\nKonverza\u010dn\u00e9 IVR a umel\u00e1 inteligencia umo\u017enili pou\u017e\u00edvate\u013eom za\u010da\u0165 h\u013eada\u0165 rie\u0161enie o nie\u010do r\u00fdchlej\u0161ie. <\/p>\n\n\n\n<p>Z\u00e1kazn\u00edk bol schopn\u00fd hovori\u0165 v oboch interakci\u00e1ch, av\u0161ak pri konverza\u010dnom IVR mohol hovori\u0165 v pln\u00fdch vet\u00e1ch.\nInak boli interakcie ve\u013emi podobn\u00e9 a rovnako uspokojiv\u00e9. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">V\u00fdhody a nev\u00fdhody konverza\u010dn\u00e9ho IVR<\/h2>\n\n\n\n<p>Konverza\u010dn\u00e9 IVR z\u00e1vis\u00ed od umelej inteligencie a strojov\u00e9ho u\u010denia pri poskytovan\u00ed slu\u017eieb z\u00e1kazn\u00edkom.\nHoci je t\u00e1to technol\u00f3gia v\u00fdkonn\u00e1 a robustn\u00e1, prin\u00e1\u0161a so sebou aj v\u00fdzvy. <\/p>\n\n\n\n<p>Pri v\u00fdbere rie\u0161enia IVR pre va\u0161u firmu mus\u00edte zv\u00e1\u017ei\u0165 <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/customer-service-automation-in-2022-the-ultimate-guide\/\">v\u00fdhody a nev\u00fdhody automatiz\u00e1cie slu\u017eieb z\u00e1kazn\u00edkom<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">V\u00fdhody konverza\u010dn\u00e9ho IVR<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Automatizujte viac interakci\u00ed so z\u00e1kazn\u00edkmi &#8211; <\/strong>pri konverz\u00e1cii<strong> <\/strong>Spolupr\u00e1ca AI a IVR umo\u017e\u0148uje rie\u0161i\u0165 \u0161ir\u0161\u00ed okruh probl\u00e9mov volaj\u00facich bez vstupu agenta ako tradi\u010dn\u00e9 IVR alebo telefonick\u00e1 podpora bez IVR.\nBudete lep\u0161ie vybaven\u00ed na uspokojenie<a href=\"https:\/\/go.emplifi.io\/rs\/284-ENW-442\/images\/Emplifi_Report_Consumer_Expectations_US_UK_EN.pdf\" target=\"_blank\" rel=\"noopener\"> 35 %<\/a> z\u00e1kazn\u00edkov, ktor\u00ed pri rie\u0161en\u00ed probl\u00e9mov uprednost\u0148uj\u00fa samoobsluhu. <\/li>\n\n\n\n<li><strong>Vybavenie v\u00e4\u010d\u0161ieho po\u010dtu hovorov naraz &#8211; <\/strong>je logick\u00e9, \u017ee menej pon\u00fak na prech\u00e1dzanie znamen\u00e1 krat\u0161\u00ed priemern\u00fd \u010das vybavenia.\nVolaj\u00faci si r\u00fdchlej\u0161ie vypo\u010duje jednu spr\u00e1vu a potom vysvetl\u00ed svoj probl\u00e9m, ako by mal \u010daka\u0165 v jednom (alebo viacer\u00fdch) pln\u00fdch menu s mo\u017enos\u0165ami.\nZnamen\u00e1 to tie\u017e men\u0161iu pravdepodobnos\u0165, \u017ee volaj\u00faci stla\u010dia tla\u010didlo nula a bud\u00fa sa do\u017eadova\u0165 rozhovoru so \u017eiv\u00fdm agentom.\nKonverza\u010dn\u00e9 IVR presmeruje jednoduch\u0161ie hovory, \u010do znamen\u00e1, \u017ee va\u0161i agenti maj\u00fa v\u00e4\u010d\u0161iu dostupnos\u0165 pre zlo\u017eitej\u0161ie hovory alebo pre t\u00fdch volaj\u00facich, ktor\u00ed uprednost\u0148uj\u00fa \u013eudsk\u00fa interakciu.   <\/li>\n\n\n\n<li><strong>Skr\u00e1tenie \u010dasu \u010dakania volaj\u00facich &#8211; <\/strong>volaj\u00faci m\u00f4\u017eu hovori\u0165 priamo s IVR, ktor\u00e9 ich nasmeruje na spr\u00e1vne miesto.\nVa\u0161i z\u00e1kazn\u00edci u\u0161etria \u010das po\u010d\u00favan\u00edm v\u00fdziev a navig\u00e1ciou v zd\u013ahav\u00fdch ponuk\u00e1ch IVR.\nUdr\u017eiavanie priemern\u00e9ho \u010dasu vybavovania m\u00f4\u017ee by\u0165 bojom o \u00fabytok &#8211; ka\u017ed\u00e1 mali\u010dkos\u0165 pom\u00e1ha.  <\/li>\n\n\n\n<li><strong>\u00daspora n\u00e1kladov <\/strong>&#8211; konverza\u010dn\u00e9 IVR si vy\u017eaduje po\u010diato\u010dn\u00fa invest\u00edciu.\nM\u00f4\u017ee sa v\u0161ak oplati\u0165.\nViac mo\u017enost\u00ed samoobsluhy, krat\u0161ie \u010dakacie doby a r\u00fdchlej\u0161ie rie\u0161enie hovorov znamenaj\u00fa, \u017ee va\u0161i agenti zvl\u00e1dnu viac za krat\u0161\u00ed \u010das.\nM\u00f4\u017eete optimalizova\u0165 rozvrh agentov pod\u013ea dopytu a zn\u00ed\u017ei\u0165 n\u00e1klady na pracovn\u00fa silu.   <\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Nev\u00fdhody konverza\u010dn\u00e9ho IVR<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Probl\u00e9my so z\u00e1kladnou umelou inteligenciou &#8211; <\/strong>Ani najlep\u0161ie konverza\u010dn\u00e9 IVR nie je stopercentne d\u00f4veryhodn\u00e9.<strong> <\/strong>R\u00fdchla interakcia s generat\u00edvnymi n\u00e1strojmi umelej inteligencie poukazuje na rizik\u00e1 spojen\u00e9 so spoliehan\u00edm sa na umel\u00fa inteligenciu.\nUmel\u00e1 inteligencia nie je neomyln\u00e1, st\u00e1le rob\u00ed chyby.\nV ned\u00e1vnej spr\u00e1ve sa napr\u00edklad zistilo, \u017ee ChatGPT triedil \u017eivotopisy s<a href=\"https:\/\/www.bloomberg.com\/graphics\/2024-openai-gpt-hiring-racial-discrimination\/?embedded-checkout=true\" target=\"_blank\" rel=\"noopener\"> rasovou zaujatos\u0165ou<\/a>.\nKa\u017ed\u00fd n\u00e1stroj AI si st\u00e1le vy\u017eaduje doh\u013ead \u010dloveka, aby ste zaka\u017ed\u00fdm zabezpe\u010dili pozit\u00edvnu z\u00e1kazn\u00edcku sk\u00fasenos\u0165.   <strong> <\/strong><\/li>\n\n\n\n<li><strong>Probl\u00e9my, ke\u010f umel\u00e1 inteligencia nerozpozn\u00e1 re\u010d volaj\u00facich <\/strong>&#8211; NLP je v porovnan\u00ed s t\u00fdm, odkia\u013e poch\u00e1dza, ve\u013emi vyvinut\u00e1.\nKa\u017ed\u00fdm d\u0148om sa zlep\u0161uje, ale \u010do volaj\u00faci s jedine\u010dn\u00fdmi re\u010dov\u00fdmi vzormi alebo poruchami?\nAk\u00e1ko\u013evek neschopnos\u0165 porozumie\u0165 volaj\u00facemu zni\u017euje va\u0161u inkluz\u00edvnos\u0165 a pr\u00edstupnos\u0165 pre z\u00e1kazn\u00edkov.\nTak\u00e9to pr\u00edpady sa m\u00f4\u017eu sta\u0165 aj no\u010dnou morou PR.   <\/li>\n\n\n\n<li><strong>Ch\u00fdba \u013eudsk\u00fd pr\u00edstup &#8211; <\/strong>Konverza\u010dn\u00e9 IVR s\u00edce m\u00f4\u017eu p\u00f4sobi\u0165 \u013eudsky, ale nie je to to ist\u00e9, ako ke\u010f si s niek\u00fdm pohovor\u00edte o probl\u00e9me.\nMnoh\u00ed z\u00e1kazn\u00edci s\u00fa lep\u0161ie obozn\u00e1men\u00ed s tradi\u010dn\u00fdmi slu\u017ebami IVR, ktor\u00e9 sa naj\u010dastej\u0161ie kon\u010dia presmerovan\u00edm na skuto\u010dn\u00e9ho \u010dloveka.\nJedna \u0161t\u00fadia tie\u017e zistila, \u017ee<a href=\"https:\/\/ujet.cx\/resources\/reports\/critical-state-of-automation-customer-experience-2022-report-lp\" target=\"_blank\" rel=\"noopener\"> 78 %<\/a> z\u00e1kazn\u00edkov, ktor\u00ed pou\u017eili automatizovan\u00e9 kan\u00e1ly slu\u017eieb, sa nakoniec aj tak muselo spoji\u0165 s \u010dlovekom.    <\/li>\n\n\n\n<li><strong>Niektor\u00ed volaj\u00faci nemusia d\u00f4verova\u0165 odpovediam umelej inteligencie &#8211; <\/strong>Aj ke\u010f umel\u00e1 inteligencia pre\u0161la dlh\u00fa cestu, st\u00e1le m\u00e1 pred sebou dlh\u00fa cestu, k\u00fdm si z\u00edska \u00fapln\u00fa d\u00f4veru spotrebite\u013eov.\nForbes uv\u00e1dza, \u017ee <a href=\"https:\/\/www.forbes.com\/advisor\/business\/artificial-intelligence-consumer-sentiment\/\" target=\"_blank\" rel=\"noopener\">76 %<\/a> z\u00e1kazn\u00edkov sa ob\u00e1va, \u017ee im umel\u00e1 inteligencia poskytne nespr\u00e1vne inform\u00e1cie.\nE\u0161te znepokojuj\u00facej\u0161ie je, \u017ee spolo\u010dnos\u0165 Statista uviedla, \u017ee iba <a href=\"https:\/\/www.statista.com\/chart\/29602\/trust-in-ai-systems-around-the-world\/\" target=\"_blank\" rel=\"noopener\">40 %<\/a> Ameri\u010danov je ochotn\u00fdch d\u00f4verova\u0165 syst\u00e9mom AI.    <\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-1024x1024.jpeg\" alt=\"\" class=\"wp-image-207694\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-1024x1024.jpeg 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-300x300.jpeg 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-150x150.jpeg 150w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-768x768.jpeg 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-1080x1080.jpeg 1080w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-742x742.jpeg 742w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-428x428.jpeg 428w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-424x424.jpeg 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-113x113.jpeg 113w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust-88x88.jpeg 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/In-AI-We-Trust.jpeg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Zdroj: https:\/\/www.statista.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Konverza\u010dn\u00e9 IVR je len jednou z mo\u017enost\u00ed, ako zv\u00fd\u0161i\u0165 CX<\/h2>\n\n\n\n<p>Implement\u00e1cia konverza\u010dn\u00e9ho IVR s NLP a strojov\u00fdm u\u010den\u00edm umo\u017e\u0148uje volaj\u00facim z\u00fa\u010dastni\u0165 sa interakcie podobnej \u013eudskej, ktor\u00e1 ich sn\u00e1\u010f dovedie k rie\u0161eniu.  <\/p>\n\n\n\n<p><strong>Mnoh\u00e9 podniky<\/strong> v\u0161ak <strong>nepotrebuj\u00fa tak\u00fa \u00farove\u0148 zlo\u017eitosti syst\u00e9mu IVR<\/strong>.\nChc\u00fa nie\u010do zn\u00e1me s mo\u017enos\u0165ami a flexibilitou, \u010do im pom\u00f4\u017ee zlep\u0161i\u0165 sk\u00fasenosti z\u00e1kazn\u00edkov.   <\/p>\n\n\n\n<p>Rie\u0161enie CloudTalk pre podnikov\u00e9 hovory s umelou inteligenciou obsahuje funkcie IVR, ktor\u00e9 tomu zodpovedaj\u00fa.\nVyu\u017e\u00edva umel\u00fa inteligenciu a automatiz\u00e1ciu na zv\u00fd\u0161enie \u00farovne z\u00e1kazn\u00edckej sk\u00fasenosti bez toho, aby sa spoliehala na zatia\u013e nie stopercentne d\u00f4veryhodn\u00fa konverza\u010dn\u00fa a generat\u00edvnu umel\u00fa inteligenciu.   <\/p>\n\n\n\n<p>N\u00e1\u0161 vizu\u00e1lny <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/navrhar-toku-hovorov-vytvarajte-a-automatizujte-toky-hovorov\/\">n\u00e1vrh\u00e1r toku hovorov<\/a> v\u00e1m umo\u017en\u00ed vytv\u00e1ra\u0165 vynikaj\u00face z\u00e1kazn\u00edcke cesty.\nNa spr\u00e1vu a zmenu interakci\u00ed IVR nie je potrebn\u00e9 \u017eiadne k\u00f3dovanie a vlastn\u00e9 n\u00e1stroje na smerovanie hovorov a automatiz\u00e1ciu pracovn\u00fdch postupov v\u00e1m u\u0161etria a\u017e tri min\u00faty na jeden hovor. <\/p>\n\n\n\n<p>M\u00f4\u017eete vyu\u017ei\u0165 silu umelej inteligencie pomocou automatick\u00fdch prepisov hovorov a s\u00fahrnov hovorov.\nVstavan\u00e1 analytika zase v\u00e1\u0161mu t\u00edmu umo\u017en\u00ed pr\u00edstup ku kvalite hovorov a ukazovate\u013eom v\u00fdkonnosti agentov v re\u00e1lnom \u010dase. <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#DFF0F6\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Napl\u00e1nujte si hovor s na\u0161\u00edm t\u00edmom a zistite, \u010do m\u00f4\u017ee CloudTalk urobi\u0165 pre va\u0161u firmu.<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration1.svg\" alt=\"\" class=\"wp-image-201186\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\">Kontaktujte sales<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky t\u00fdkaj\u00face sa konverza\u010dn\u00e9ho IVR<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1722423728084\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e9 s\u00fa r\u00f4zne typy IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Existuje nieko\u013eko typov syst\u00e9mov IVR.<br \/>\nMnoh\u00e9 rie\u0161enia patria do viacer\u00fdch kateg\u00f3ri\u00ed.<br \/>\nTu s\u00fa niektor\u00e9 be\u017en\u00e9 typy IVR:  <\/p>\n<p><strong>Dotykov\u00e9 IVR <\/strong>&#8211; tradi\u010dn\u00fd syst\u00e9m &#8222;stla\u010dte X&#8220;.<br \/>\nTieto syst\u00e9my pou\u017e\u00edvaj\u00fa na smerovanie hovorov vopred nahrat\u00e9 spr\u00e1vy a zlo\u017eit\u00e9 ponuky. <br \/><strong>Rozpozn\u00e1vanie re\u010di IVR <\/strong>&#8211; dok\u00e1\u017ee porozumie\u0165 nieko\u013ek\u00fdm slov\u00e1m alebo kr\u00e1tkym fr\u00e1zam.<br \/>\nFunguj\u00fa podobne ako dotykov\u00e9 syst\u00e9my, ale umo\u017e\u0148uj\u00fa ur\u010dit\u00e9 zefekt\u00edvnenie. <br \/><strong>Konverza\u010dn\u00e9 IVR <\/strong>&#8211; vyu\u017e\u00edva NLP na vyvolanie, pochopenie a vytvorenie odpoved\u00ed podobn\u00fdch \u013eudsk\u00fdm.<br \/><strong>IVR s umelou inteligenciou <\/strong>&#8211; predstavuje flexibiln\u00e9 toky hovorov pre ponuky IVR a vyu\u017e\u00edva umel\u00fa inteligenciu na rozpozn\u00e1vanie re\u010di a zefekt\u00edvnenie pracovn\u00fdch postupov.<br \/><strong>Inteligentn\u00e9 IVR <\/strong>&#8211; modern\u00e9 IVR, ktor\u00e9 sa integruje s \u010fal\u0161\u00edmi obchodn\u00fdmi n\u00e1strojmi, ako je CRM, pre centralizovan\u00e9 \u00fadaje a anal\u00fdzy.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1722423773314\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Je konverza\u010dn\u00e9 IVR to ist\u00e9 ako IVA?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Ke\u010f ide o <a href=\"https:\/\/staging.cloudtalk.io\/sk\/iva-vs-ivr-aky-je-rozdiel-a-co-je-pre-vas-najlepsie\/\" target=\"_blank\" rel=\"noopener\">IVR a IVA<\/a>, je \u013eahk\u00e9 sa pom\u00fdli\u0165.<br \/>\nIVA je inteligentn\u00fd virtu\u00e1lny asistent.<br \/>\nV prostred\u00ed kontaktn\u00e9ho centra funguje ako inteligentn\u00fd chatbot.<br \/>\nIVA vyu\u017e\u00edvaj\u00fa NLP na zhroma\u017e\u010fovanie kontextu a generovanie dynamick\u00fdch odpoved\u00ed podobn\u00fdch \u013eudsk\u00fdm odpovediam na ot\u00e1zky z\u00e1kazn\u00edkov.   <\/p>\n<p>Konverza\u010dn\u00e9 IVR vyu\u017e\u00edva podobn\u00e9 technol\u00f3gie vr\u00e1tane NLP, aby volaj\u00facim poskytlo interakciu podobn\u00fa interakcii s \u013eu\u010fmi.<br \/>\nKonverz\u00e1ciu IVR m\u00f4\u017eete pou\u017ei\u0165 na smerovanie hovorov alebo ako samoobslu\u017en\u00fa mo\u017enos\u0165 pre prich\u00e1dzaj\u00face kontaktn\u00e9 centr\u00e1. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1722423828596\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00fd je rozdiel medzi konverza\u010dn\u00fdm IVR a chatbotom?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Medzi konverza\u010dn\u00fdm IVR a chatbotom je nieko\u013eko rozdielov.<br \/>\nPo prv\u00e9, konverza\u010dn\u00e9 IVR vyu\u017e\u00edva komponenty umelej inteligencie, ako s\u00fa NLU a NLP.<br \/>\nZatia\u013e \u010do existuj\u00fa chatboty poh\u00e1\u0148an\u00e9 umelou inteligenciou, z\u00e1kladn\u00e9 roboty funguj\u00fa na z\u00e1klade pevn\u00fdch skriptov a \u0161abl\u00f3n.    <\/p>\n<p>Po druh\u00e9, konverza\u010dn\u00e1 umel\u00e1 inteligencia rozpozn\u00e1va re\u010d a generuje hovoren\u00e9 odpovede.<br \/>\nChatbot pracuje v textov\u00fdch kan\u00e1loch, ako je napr\u00edklad \u017eiv\u00fd chat alebo SMS spr\u00e1vy. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1722423847706\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Vyu\u017e\u00edva tradi\u010dn\u00e9 IVR umel\u00fa inteligenciu?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Star\u0161ie IVR s\u00fa lok\u00e1lne syst\u00e9my, ktor\u00e9 nepou\u017e\u00edvaj\u00fa AI.<br \/>\nMno\u017estvo modern\u00fdch rie\u0161en\u00ed podnikov\u00fdch telef\u00f3nov v\u0161ak pon\u00faka funkcie AI s tradi\u010dn\u00fdmi ponukami IVR.<br \/>\nCloudTalk IVR, vizu\u00e1lne toky hovorov a rozpozn\u00e1vanie re\u010di zjednodu\u0161uj\u00fa vybavovanie prich\u00e1dzaj\u00facich hovorov.  <\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Spolo\u010dnos\u0165 Salesforce ned\u00e1vno zistila, \u017ee 53 % z\u00e1kazn\u00edkov ver\u00ed, \u017ee generat\u00edvna umel\u00e1 inteligencia pom\u00e1ha spolo\u010dnostiam lep\u0161ie ich obsl\u00fa\u017ei\u0165. Jedn\u00fdm zo&#8230;<\/p>\n","protected":false},"author":131,"featured_media":241090,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-231864","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231864","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/users\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=231864"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231864\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/241090"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=231864"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=231864"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=231864"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}