{"id":232092,"date":"2024-08-01T13:45:30","date_gmt":"2024-08-01T11:45:30","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/smart-ivr-co-to-je-a-ako-vam-moze-pomoct\/"},"modified":"2024-08-13T11:20:16","modified_gmt":"2024-08-13T09:20:16","slug":"smart-ivr-co-to-je-a-ako-vam-moze-pomoct","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/smart-ivr-co-to-je-a-ako-vam-moze-pomoct\/","title":{"rendered":"Smart IVR: \u010do to je a ako v\u00e1m m\u00f4\u017ee pom\u00f4c\u0165"},"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\">Smart IVR: inteligentn\u00fd sp\u00f4sob zlep\u0161enia z\u00e1kazn\u00edckej podpory<\/h1>\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 has-white-color has-orange-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\" style=\"border-radius:3px\">KONTAKTUJTE PREDAJ<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/sk\/14-dnova-bezplatna-skusobna-verzia-cloudtalku\/\" style=\"border-radius:3px\">VYSK\u00da\u0160A\u0164 ZDARMA<\/a><\/div>\n<\/div>\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\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-1024x576.png\" alt=\"\" class=\"wp-image-209623\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/blog-illustration-3-1.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\">Telef\u00f3n zost\u00e1va kan\u00e1lom z\u00e1kazn\u00edckej podpory \u010d. 1. <a href=\"https:\/\/blog.hubspot.com\/service\/generational-preferences-for-service\" target=\"_blank\" rel=\"noopener\">Spolo\u010dnos\u0165 HubSpot<\/a> zistila, \u017ee ka\u017ed\u00e1 gener\u00e1cia okrem mileni\u00e1lov uprednost\u0148uje telefonick\u00fa podporu. Aj <a href=\"https:\/\/get.nice.com\/Digital-CX-Research-Report.html\" target=\"_blank\" rel=\"noopener\">36 %<\/a> z\u00e1kazn\u00edkov chce inteligentnej\u0161ie mo\u017enosti samoobsluhy.<\/p>\n\n\n\n<p>Inteligentn\u00e9 IVR s\u00fa syst\u00e9my interakt\u00edvnej hlasovej odozvy poh\u00e1\u0148an\u00e9 umelou inteligenciou, ktor\u00e9 v\u00e1m pom\u00f4\u017eu pon\u00faknu\u0165 presne tak\u00fd druh samoobsluhy, ak\u00fd z\u00e1kazn\u00edci chc\u00fa, prostredn\u00edctvom ich ob\u013e\u00faben\u00e9ho telef\u00f3nneho kan\u00e1la.  <\/p>\n\n\n\n<p>Pozrime sa na pr\u00edpady pou\u017eitia a v\u00fdhody inteligentn\u00fdch syst\u00e9mov IVR, aby sme zistili, ako v\u00e1m v tom pom\u00e1haj\u00fa.<\/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>Inteligentn\u00e9 IVR vyu\u017e\u00edva umel\u00fa inteligenciu, automatiz\u00e1ciu a integr\u00e1ciu s in\u00fdmi n\u00e1strojmi na inteligentn\u00e9 smerovanie hovorov a pomoc z\u00e1kazn\u00edkom pri rie\u0161en\u00ed jednoduch\u00fdch probl\u00e9mov.<\/li>\n\n\n\n<li>Inteligentn\u00e9 rie\u0161enie IVR mo\u017eno vyu\u017ei\u0165 na zlep\u0161enie smerovania hovorov, samoobsluhy, zberu sp\u00e4tnej v\u00e4zby od z\u00e1kazn\u00edkov a anal\u00fdzy \u00fadajov.<\/li>\n\n\n\n<li>Medzi hlavn\u00e9 v\u00fdhody inteligentn\u00e9ho IVR patria lep\u0161ie sk\u00fasenosti z\u00e1kazn\u00edkov, vy\u0161\u0161ia prev\u00e1dzkov\u00e1 efekt\u00edvnos\u0165, ni\u017e\u0161ie n\u00e1klady a lep\u0161ie optimalizovan\u00e9 pracovn\u00e9 postupy po\u010das \u0161pi\u010diek.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je inteligentn\u00e9 IVR?<\/h2>\n\n\n\n<p>Inteligentn\u00e9 <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/co-je-interaktivna-hlasova-odozva-ivrvyhody-a-nastavenie\/\">IVR<\/a> je modernizovan\u00e1 verzia tradi\u010dn\u00e9ho IVR.\nSt\u00e1le ide o automatizovan\u00fd telef\u00f3nny syst\u00e9m, ktor\u00fd komunikuje s volaj\u00facimi prostredn\u00edctvom vopred nahrat\u00e9ho menu.\nInteligentn\u00fd IVR je v\u0161ak podporovan\u00fd a vylep\u0161ovan\u00fd aj \u010fal\u0161\u00edmi modern\u00fdmi technol\u00f3giami.    <br\/>Inteligentn\u00e9 rie\u0161enie IVR je predov\u0161etk\u00fdm roz\u0161\u00edren\u00e9 o umel\u00fa inteligenciu, ktor\u00e1 prin\u00e1\u0161a cel\u00fd rad \u010fal\u0161\u00edch funkci\u00ed.\nNapr\u00edklad <a   href=\"\">konverza\u010dn\u00e1 AI<\/a> m\u00f4\u017ee analyzova\u0165 interakcie so z\u00e1kazn\u00edkmi, predpoveda\u0165 spr\u00e1vanie pou\u017e\u00edvate\u013eov a pom\u00f4c\u0165 podniku lep\u0161ie optimalizova\u0165 ponuky IVR. <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><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 class=\"has-white-color has-text-color\">Stiahnite si na\u0161u bezplatn\u00fa e-knihu o 5 najlep\u0161\u00edch rie\u0161eniach IVR, ktor\u00e9 treba otestova\u0165 v roku 2024.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"205\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best-205x300.png\" alt=\"\" class=\"wp-image-210315\" style=\"object-fit:cover\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best-205x300.png 205w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best-507x742.png 507w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best-292x428.png 292w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best-290x424.png 290w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best-77x113.png 77w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best-60x88.png 60w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Book5-Best.png 535w\" sizes=\"auto, (max-width: 205px) 100vw, 205px\" \/><\/figure><\/div>\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\/5-best-ivr-solutions\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:13px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Ako m\u00f4\u017eete pou\u017e\u00edva\u0165 inteligentn\u00e9 IVR vo va\u0161ej firme<\/h2>\n\n\n\n<p>Ako m\u00f4\u017eete najlep\u0161ie vyu\u017ei\u0165 inteligentn\u00e9 IVR?\nTu je nieko\u013eko hlavn\u00fdch obchodn\u00fdch pr\u00edpadov pou\u017eitia inteligentn\u00fdch syst\u00e9mov IVR: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Nastavenie inteligentn\u00e9ho a efekt\u00edvneho smerovania hovorov<\/h3>\n\n\n\n<p>V porovnan\u00ed s tradi\u010dn\u00fdm IVR m\u00f4\u017ee inteligentn\u00e9 IVR umo\u017eni\u0165 efekt\u00edvnej\u0161ie smerovanie hovorov pomocou \u00fadajov a anal\u00fdzy v re\u00e1lnom \u010dase na prij\u00edmanie inteligentnej\u0161\u00edch rozhodnut\u00ed o smerovan\u00ed.  <\/p>\n\n\n\n<p>Inteligentn\u00e9 IVR napr\u00edklad kvalifikuje z\u00e1mery pou\u017e\u00edvate\u013eov zhroma\u017e\u010fovan\u00edm a anal\u00fdzou \u00fadajov z prich\u00e1dzaj\u00facich hovorov.\nTieto \u00fadaje zah\u0155\u0148aj\u00fa d\u00f4vod volania, ako aj identifik\u00e1ciu volaj\u00faceho, geografick\u00fa polohu, predch\u00e1dzaj\u00face konverz\u00e1cie a \u010fal\u0161ie \u00fadaje.\nNa z\u00e1klade t\u00fdchto \u00fadajov bude IVR smerova\u0165 prich\u00e1dzaj\u00face hovory v s\u00falade s vopred definovan\u00fdmi pravidlami smerovania.    <\/p>\n\n\n\n<p>Pomocou slu\u017eby CloudTalk m\u00f4\u017eete napr\u00edklad pou\u017e\u00edva\u0165 IVR v spojen\u00ed so <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">smerovan\u00edm na z\u00e1klade volaj\u00faceho na<\/a> automatiz\u00e1ciu distrib\u00facie hovorov na z\u00e1klade inform\u00e1ci\u00ed CRM alebo helpdesku.\nM\u00f4\u017ee to by\u0165 \u010doko\u013evek od jazyka alebo geografickej polohy volaj\u00faceho a\u017e po d\u00f4vod jeho volania.<br\/>M\u00f4\u017eete tie\u017e pou\u017ei\u0165 <a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\">smerovanie na z\u00e1klade zru\u010dnost\u00ed<\/a>, ktor\u00e9 umo\u017e\u0148uje smerova\u0165 hovory na z\u00e1klade \u00farovne zru\u010dnost\u00ed a odbornosti agenta.\nT\u00fdm sa zabezpe\u010d\u00ed, \u017ee volaj\u00faci sa hne\u010f na prv\u00fdkr\u00e1t dostan\u00fa k najlep\u0161iemu agentovi, ktor\u00fd ich probl\u00e9my vyrie\u0161i.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Poskytovanie samoobslu\u017enej z\u00e1kazn\u00edckej podpory<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\">61 %<\/a> z\u00e1kazn\u00edkov uprednost\u0148uje samoobsluhu pri rie\u0161en\u00ed jednoduch\u00fdch probl\u00e9mov a IVR je jedn\u00fdm z najlep\u0161\u00edch n\u00e1strojov na t\u00fato pr\u00e1cu.\u00e4<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"502\" height=\"512\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/unnamed-1-2.png\" alt=\"\" class=\"wp-image-210342\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/unnamed-1-2.png 502w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/unnamed-1-2-294x300.png 294w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/unnamed-1-2-420x428.png 420w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/unnamed-1-2-416x424.png 416w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/unnamed-1-2-111x113.png 111w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/unnamed-1-2-86x88.png 86w\" sizes=\"auto, (max-width: 502px) 100vw, 502px\" \/><\/a><\/figure><\/div>\n\n\n<p>V\u010faka umelej inteligencii m\u00f4\u017ee IVR automatizova\u0165 \u00falohy, ktor\u00e9 si nevyhnutne nevy\u017eaduj\u00fa \u013eudsk\u00fd vstup, \u010d\u00edm sa uvo\u013enia telef\u00f3nne linky a ur\u00fdchli sa rie\u0161enie probl\u00e9mov.  <\/p>\n\n\n\n<p><strong>Inteligentn\u00e9 IVR by mohlo napr\u00edklad:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Kontrola zostatkov na \u00fa\u010dtoch z\u00e1kazn\u00edkov.<\/li>\n\n\n\n<li>Pom\u00f4\u017ete im zad\u00e1va\u0165 objedn\u00e1vky.<\/li>\n\n\n\n<li>Pl\u00e1novanie a ru\u0161enie sch\u00f4dzok.<\/li>\n\n\n\n<li>Odpovedajte na be\u017en\u00e9 ot\u00e1zky t\u00fdkaj\u00face sa produktov\/slu\u017eieb prostredn\u00edctvom vopred nahran\u00fdch spr\u00e1v.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Zis\u0165ovanie sp\u00e4tnej v\u00e4zby a vykon\u00e1vanie prieskumov<\/h3>\n\n\n\n<p>Ke\u010f sa pozrieme na bud\u00facnos\u0165 telefonovania na studeno v predaji, je zrejm\u00e9, \u017ee t\u00fato zaveden\u00fa techniku \u010dak\u00e1 sk\u00f4r transform\u00e1cia ako zastaranie.\nCold calling nie je len o telefonovan\u00ed, ale aj o nadv\u00e4zovan\u00ed kontaktov.\n\u00daspech z\u00e1vis\u00ed od vycibren\u00e9ho pochopenia potrieb z\u00e1kazn\u00edka, personalizovanej komunik\u00e1cie a strategickej vytrvalosti.  <\/p>\n\n\n\n<p>Syst\u00e9my IVR v\u00e1m tie\u017e m\u00f4\u017eu pom\u00f4c\u0165 automatizova\u0165 opakuj\u00faci sa proces zhroma\u017e\u010fovania sp\u00e4tnej v\u00e4zby od z\u00e1kazn\u00edkov a vykon\u00e1vania prieskumu trhu.\nVa\u0161i agenti tak bud\u00fa ma\u0165 viac \u010dasu na skuto\u010dn\u00e9 poskytovanie v\u00fdnimo\u010dn\u00fdch slu\u017eieb, za ktor\u00e9 s\u00fa hodnoten\u00ed. <\/p>\n\n\n\n<p>M\u00f4\u017eete napr\u00edklad navrhn\u00fa\u0165 s\u00e9riu <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/11-bezplatnych-prikladov-ivr-skriptov-copy-create-your-own\/\">skriptov IVR,<\/a> ktor\u00e9 sa z\u00e1kazn\u00edkov p\u00fdtaj\u00fa na z\u00e1kladn\u00e9 ot\u00e1zky t\u00fdkaj\u00face sa spokojnosti, ako napr\u00edklad &#8222;Ako by ste chceli ohodnoti\u0165 podporu, ktor\u00fa ste dostali?&#8220;.  <\/p>\n\n\n\n<p>Potom vyzvete volaj\u00faceho, aby ohodnotil va\u0161u podporu od 1 do 5 pomocou kl\u00e1vesnice.\nAlebo by ste sa mohli sp\u00fdta\u0165: &#8222;Boli ste spokojn\u00ed s podporou, ktor\u00fa ste dnes dostali?&#8220; a umo\u017eni\u0165 z\u00e1kazn\u00edkom odpoveda\u0165 odpove\u010fou \u00e1no\/nie. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zlep\u0161ite zber \u00fadajov a anal\u00fdzu<\/h3>\n\n\n\n<p>Syst\u00e9my IVR m\u00f4\u017eu zhroma\u017e\u010fova\u0165 \u00fadaje o z\u00e1kazn\u00edkoch, ktor\u00e9 sa po integr\u00e1cii so syst\u00e9mami CRM a n\u00e1strojmi na anal\u00fdzu \u00fadajov m\u00f4\u017eu pou\u017ei\u0165 na z\u00edskanie poznatkov a zlep\u0161enie.  <\/p>\n\n\n\n<p>Anal\u00fdza IVR v\u00e1m napr\u00edklad m\u00f4\u017ee poveda\u0165, ktor\u00e9 mo\u017enosti ponuky a cesty s\u00fa ob\u013e\u00faben\u00e9 a ktor\u00e9 s\u00fa m\u00e1lo vyu\u017e\u00edvan\u00e9.\nDok\u00e1\u017ee ur\u010di\u0165 va\u0161u mieru zvl\u00e1dnutia probl\u00e9mu ( ko\u013eko z\u00e1kazn\u00edkov \u00faspe\u0161ne vyrie\u0161i svoj probl\u00e9m \u00faplne v r\u00e1mci syst\u00e9mu IVR).\nA m\u00f4\u017ee pouk\u00e1za\u0165 na \u00fazke miesta v cest\u00e1ch IVR, ktor\u00e9 ved\u00fa z\u00e1kazn\u00edkov k tomu, \u017ee preru\u0161ia svoj hovor alebo ho eskaluj\u00fa na \u017eiv\u00e9ho agenta.    <\/p>\n\n\n\n<p>Tieto poznatky o spr\u00e1van\u00ed z\u00e1kazn\u00edkov v\u00e1m pom\u00f4\u017eu pos\u00fadi\u0165 efekt\u00edvnos\u0165 mo\u017enost\u00ed ponuky IVR a tokov hovorov.\nOkrem toho v\u00e1m tie\u017e umo\u017enia hlb\u0161ie pochopi\u0165 potreby a bolestiv\u00e9 miesta va\u0161ich z\u00e1kazn\u00edkov.\nTo v\u00e1m m\u00f4\u017ee pom\u00f4c\u0165 zlep\u0161i\u0165 v\u00fdkonnos\u0165 v\u00e1\u0161ho call centra, ponuku produktov a sk\u00fasenosti z\u00e1kazn\u00edkov.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">V\u00fdhody inteligentn\u00e9ho IVR<\/h2>\n\n\n\n<p>Teraz u\u017e viete, ako by ste mohli implementova\u0165 inteligentn\u00e9 IVR, prejdime k tomu, pre\u010do by ste to mohli chcie\u0165.\nNi\u017e\u0161ie uv\u00e1dzame hlavn\u00e9 v\u00fdhody inteligentn\u00fdch rie\u0161en\u00ed IVR: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zlep\u0161enie sk\u00fasenost\u00ed z\u00e1kazn\u00edkov<\/h3>\n\n\n\n<p>Pre <a href=\"https:\/\/blog.hubspot.com\/service\/annoyed-customer-data\" target=\"_blank\" rel=\"noopener\">57 %<\/a> z\u00e1kazn\u00edkov je dlh\u00fd \u010das \u010dakania najnepr\u00edjemnej\u0161ou s\u00fa\u010das\u0165ou slu\u017eieb z\u00e1kazn\u00edkom.\nZ\u00e1kazn\u00edci tie\u017e nezn\u00e1\u0161aj\u00fa, ke\u010f s\u00fa presmerovan\u00ed a musia sa viackr\u00e1t opakova\u0165. <\/p>\n\n\n\n<p>Dobre navrhnut\u00fd syst\u00e9m IVR znamen\u00e1, \u017ee volaj\u00faci sa m\u00f4\u017eu \u00faplne vyhn\u00fa\u0165 dlh\u00e9mu \u010dakaniu v\u010faka samoobslu\u017en\u00fdm mo\u017enostiam a vyrie\u0161i\u0165 probl\u00e9my pri prvom spojen\u00ed v\u010faka efekt\u00edvnemu smerovaniu hovorov.<br\/>Ak chcete vyu\u017ei\u0165 t\u00fato v\u00fdhodu, uistite sa, \u017ee v\u00e1\u0161 syst\u00e9m IVR je jednoduch\u00fd, logick\u00fd a pou\u017e\u00edvate\u013esky pr\u00edvetiv\u00fd.\nPou\u017eite <a   href=\"\">n\u00e1vrh\u00e1r toku hovorov<\/a> na vizualiz\u00e1ciu cesty prich\u00e1dzaj\u00faceho hovoru od konca do konca, odstr\u00e1\u0148te \u00fazke miesta a \u010do najviac zjednodu\u0161te cesty. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Lep\u0161ia podpora va\u0161ich agentov v ru\u0161n\u00fdch \u010dasoch<\/h3>\n\n\n\n<p>V \u010dase \u0161pi\u010dky m\u00f4\u017eu inteligentn\u00e9 IVR podpori\u0165 agentov v\u00e1\u0161ho call centra t\u00fdm, \u017ee prevezm\u00fa v\u00e4\u010d\u0161iu \u010das\u0165 z\u00e1\u0165a\u017ee.\nIVR dok\u00e1\u017eu vybavi\u0165 volaj\u00facich s nekomplikovan\u00fdmi potrebami bez toho, aby ich museli posiela\u0165 do fronty na rozhovor so \u017eiv\u00fdm agentom.   <\/p>\n\n\n\n<p>Fronty hovorov tak zostan\u00fa na prijate\u013enej \u00farovni.\nZnamen\u00e1 to, \u017ee z\u00e1kazn\u00edci so zlo\u017eit\u00fdmi probl\u00e9mami m\u00f4\u017eu v\u010das dosta\u0165 vysokokvalitn\u00fa podporu od \u017eiv\u00fdch agentov, a to aj po\u010das najru\u0161nej\u0161\u00edch obdob\u00ed. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zlep\u0161enie prev\u00e1dzkovej efekt\u00edvnosti a zn\u00ed\u017eenie n\u00e1kladov<\/h3>\n\n\n\n<p>Dobre optimalizovan\u00fd syst\u00e9m IVR m\u00f4\u017ee pom\u00f4c\u0165 zv\u00fd\u0161i\u0165 prev\u00e1dzkov\u00fa efekt\u00edvnos\u0165 v\u00e1\u0161ho call centra.\nNapr\u00edklad zefekt\u00edvnen\u00edm smerovania hovorov a poskytnut\u00edm niektor\u00fdch samoobslu\u017en\u00fdch mo\u017enost\u00ed v\u00e1m IVR m\u00f4\u017ee pom\u00f4c\u0165 zn\u00ed\u017ei\u0165 priemern\u00e9 trvanie hovorov a\u017e o 40 %.   <\/p>\n\n\n\n<p>A to nie je v\u0161etko.\nV\u010faka IVR, ktor\u00e9 rie\u0161i nudn\u00e9 \u00falohy, bud\u00fa va\u0161i agenti pravdepodobne viac motivovan\u00ed.\nT\u00fdm sa zv\u00fd\u0161i v\u00fdkonnos\u0165, spokojnos\u0165 a retencia agentov.\nV\u010faka n\u00edzkej miere fluktu\u00e1cie m\u00f4\u017eete u\u0161etri\u0165 peniaze za n\u00e1bor.   <\/p>\n\n\n\n<p>Samotn\u00e9 inteligentn\u00e9 syst\u00e9my IVR s\u00fa tie\u017e pomerne cenovo dostupn\u00e9.\nRie\u0161enia call centra s funkciou IVR sa zvy\u010dajne pohybuj\u00fa v rozmedz\u00ed od 16 USD za pou\u017e\u00edvate\u013ea\/mesiac do 150 USD za pou\u017e\u00edvate\u013ea\/mesiac.\nPozrite si tohto <a   href=\"\">sprievodcu cenami IVR<\/a>, v ktorom n\u00e1jdete podrobnej\u0161ie porovnanie n\u00e1kladov poskytovate\u013eov softv\u00e9ru IVR.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Nastavenie inteligentn\u00e9ho syst\u00e9mu IVR na zlep\u0161enie smerovania hovorov<\/h2>\n\n\n\n<p>Inteligentn\u00e9 syst\u00e9my IVR zabezpe\u010duj\u00fa, aby z\u00e1kazn\u00edci mohli r\u00fdchlo vyrie\u0161i\u0165 svoje probl\u00e9my, \u010di u\u017e prostredn\u00edctvom samoobsluhy alebo \u017eiv\u00e9ho agenta.\nV\u010faka dobre navrhnut\u00e9mu toku hovorov, jasn\u00fdm skriptom IVR a spr\u00e1vnym pravidl\u00e1m smerovania hovorov m\u00f4\u017eete optimalizova\u0165 svoje call centrum tak, aby fungovalo \u010do najlep\u0161ie. <\/p>\n\n\n\n<p>Kontaktujte n\u00e1s <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\">e\u0161te dnes<\/a> a dozviete sa viac o mo\u017enostiach IVR a smerovania hovorov spolo\u010dnosti CloudTalk.<\/p>\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 has-text-align-center ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky o inteligentnom 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-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e1 technol\u00f3gia sa skr\u00fdva za inteligentn\u00fdm IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Inteligentn\u00e9 IVR vyu\u017e\u00edva nieko\u013eko r\u00f4znych technol\u00f3gi\u00ed.<br \/>\nNapr\u00edklad technol\u00f3gie zalo\u017een\u00e9 na umelej inteligencii Natural Language Processing (NLP) a Natural Language Understanding (NLU), ktor\u00e9 umo\u017e\u0148uj\u00fa syst\u00e9mom porozumie\u0165 \u013eudskej re\u010di a reagova\u0165 na \u0148u.   <br \/><a href=\"https:\/\/staging.cloudtalk.io\/workflow-automation\/\" target=\"_blank\" rel=\"noopener\">Automatiz\u00e1cia pracovn\u00fdch postupov<\/a> je tie\u017e pr\u00edkladom technol\u00f3gie, ktor\u00e1 m\u00f4\u017ee zmeni\u0165 IVR na <em>inteligentn\u00e9 <\/em>IVR.<br \/>\nZah\u0155\u0148a automatiz\u00e1ciu manu\u00e1lnych procesov call centra, ako je prepisovanie hovorov alebo pl\u00e1novanie n\u00e1sledn\u00fdch \u010dinnost\u00ed.   <br \/>Na rozdiel od tradi\u010dn\u00fdch rie\u0161en\u00ed IVR sa inteligentn\u00e9 rie\u0161enia IVR bezprobl\u00e9movo prip\u00e1jaj\u00fa k va\u0161im d\u00f4le\u017eit\u00fdm obchodn\u00fdm n\u00e1strojom.  <br \/>Napr\u00edklad integr\u00e1cia CRM umo\u017e\u0148uje syst\u00e9mu IVR automaticky z\u00edskava\u0165 \u00fadaje o z\u00e1kazn\u00edkoch a oslovova\u0165 volaj\u00faceho pod\u013ea mena.<br \/>\nAlebo m\u00f4\u017eete vyu\u017ei\u0165 integr\u00e1ciu platobn\u00fdch br\u00e1n, aby ste z\u00e1kazn\u00edkom umo\u017enili uskuto\u010dni\u0165 platby cez telef\u00f3n bez toho, aby museli hovori\u0165 s \u013eudsk\u00fdm agentom. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u010co by ste mali poveda\u0165 v spr\u00e1vach a v\u00fdzvach IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>potreby z\u00e1kazn\u00edkov a jedine\u010dn\u00e9 obchodn\u00e9 nastavenie.<br \/>\nAby ste v\u0161ak mali predstavu o tom, \u010do by ste mali poveda\u0165, uv\u00e1dzame, ako by ste mohli nap\u00edsa\u0165 z\u00e1kladn\u00e9 spr\u00e1vy alebo v\u00fdzvy v hlavnej ponuke: <\/p>\n<p>&#8211; <strong>Priv\u00edtajte svojich z\u00e1kazn\u00edkov uv\u00edtacou spr\u00e1vou <\/strong>: &#8222;Dobr\u00fd de\u0148 a \u010fakujeme, \u017ee ste sa obr\u00e1tili na [company name]&#8220;.<\/p>\n<p>&#8211; <strong>Uve\u010fte, \u010di nahr\u00e1vate:<\/strong>&#8222;Tento telefonick\u00fd hovor m\u00f4\u017ee by\u0165 nahr\u00e1van\u00fd na \u00fa\u010dely \u0161kolenia a dodr\u017eiavania predpisov.&#8220;  <\/p>\n<p><strong>&#8211; Poskytnite z\u00e1kazn\u00edkom r\u00f4zne jasn\u00e9 a stru\u010dn\u00e9 mo\u017enosti a v\u00fdzvy:<\/strong> &#8222;Pre z\u00e1kazn\u00edcku podporu stla\u010dte 1, pre predaj stla\u010dte 2, pre s\u0165a\u017enosti stla\u010dte 3, pre rozhovor s recep\u010dn\u00fdm stla\u010dte 4.  <\/p>\n<p>&#8211; <strong>Vytvorenie \u010dakaj\u00facej spr\u00e1vy <\/strong>: &#8222;Je n\u00e1m \u013e\u00fato, ale v\u0161etci na\u0161i agenti s\u00fa moment\u00e1lne zanepr\u00e1zdnen\u00ed. Pros\u00edm, vy\u010dkajte a my v\u00e1\u0161 hovor \u010do najsk\u00f4r prijmeme. Pr\u00edpadne stla\u010dte 1 a zanechajte spr\u00e1vu&#8220;.<\/p>\n<p>&#8211; <strong>Na z\u00e1ver po\u017eiadajte o sp\u00e4tn\u00fa v\u00e4zbu <\/strong>: &#8222;Ak ste boli dnes so slu\u017ebou spokojn\u00ed, stla\u010dte 1. Ak nie, stla\u010dte 2.&#8220;<\/p>\n<p>Skripty IVR by mali by\u0165 \u010do najjednoduch\u0161ie a najstru\u010dnej\u0161ie.<br \/>\nPresk\u00famajte teda cesty volaj\u00facich a identifikujte cesty, ktor\u00e9 potrebuj\u00fa podporu IVR. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Existuje nie\u010do ako odch\u00e1dzaj\u00face IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u00c1no, <a href=\"https:\/\/staging.cloudtalk.io\/inbound-vs-outbound-ivr\/\" target=\"_blank\" rel=\"noopener\">odch\u00e1dzaj\u00face IVR<\/a> je rie\u0161enie, ktor\u00e9 akt\u00edvne kontaktuje z\u00e1kazn\u00edkov alebo potenci\u00e1lnych z\u00e1kazn\u00edkov a komunikuje s nimi prostredn\u00edctvom interakt\u00edvnych mo\u017enost\u00ed menu.  <\/p>\n<p>Funguje takmer rovnako ako prich\u00e1dzaj\u00face IVR.<br \/>\nHlavn\u00fd rozdiel spo\u010d\u00edva v tom, \u017ee z\u00e1kazn\u00edci s\u00fa kontaktovan\u00ed proakt\u00edvne prostredn\u00edctvom automatizovan\u00fdch syst\u00e9mov odch\u00e1dzaj\u00faceho hovoru, ako s\u00fa napr\u00edklad automatick\u00e9 \u010d\u00edseln\u00edky.<br \/>\nOdch\u00e1dzaj\u00face IVR sa zvy\u010dajne pou\u017e\u00edva na vykon\u00e1vanie prieskumov, \u017eiadanie sp\u00e4tnej v\u00e4zby, zasielanie pripomienok a hromadn\u00e9 oznamy.  <\/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","protected":false},"excerpt":{"rendered":"<p>Telef\u00f3n zost\u00e1va kan\u00e1lom z\u00e1kazn\u00edckej podpory \u010d. 1. Spolo\u010dnos\u0165 HubSpot zistila, \u017ee ka\u017ed\u00e1 gener\u00e1cia okrem mileni\u00e1lov uprednost\u0148uje telefonick\u00fa podporu. Aj 36&#8230;<\/p>\n","protected":false},"author":126,"featured_media":208802,"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-232092","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\/232092","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\/126"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=232092"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/232092\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/208802"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=232092"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=232092"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=232092"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}