{"id":4410,"date":"2025-05-06T09:30:00","date_gmt":"2025-05-06T07:30:00","guid":{"rendered":"https:\/\/www.nethexcare.ro\/?p=4410"},"modified":"2025-04-09T16:25:19","modified_gmt":"2025-04-09T14:25:19","slug":"customer-experience-intre-ai-si-atingerea-umana","status":"publish","type":"post","link":"https:\/\/www.nethexcare.ro\/ro\/customer-experience-intre-ai-si-atingerea-umana\/","title":{"rendered":"Customer Experience \u00eentre AI \u0219i atingerea uman\u0103"},"content":{"rendered":"\n

Tehnologie<\/span>, empatie <\/span>\u0219i<\/span> multicanalitate<\/span>. <\/span>Viziunea<\/span> Nethex <\/span>asupra<\/span> Customer Experience, <\/span>\u00een<\/span> interviul<\/span> cu Pierpaolo Benedetti, <\/span>Directorul<\/span> de <\/span>Opera\u021biuni<\/span> al Nethex.<\/span><\/span>\u00a0<\/span><\/h2><\/h2>\n\n

Pierpaolo Benedetti este Directorul de Opera\u021biuni al <\/span>Nethex Care<\/span><\/b>, divizia grupului Nethex dedicat\u0103 \u00een \u00eentregime <\/span>experien\u021bei clientului<\/span><\/b>. Ocup\u0103 acest rol de mai mul\u021bi ani, dup\u0103 un parcurs lung de dezvoltare \u00een cadrul companiei.<\/span>\u00a0<\/span> \n \n\u201eAm intrat \u00een Nethex \u00een 2010, chiar de la \u00eenceputul proiectului. \u00cen cadrul companiei am ocupat mai multe roluri, at\u00e2t opera\u021bionale c\u00e2t \u0219i manageriale, p\u00e2n\u0103 am ajuns s\u0103 conduc Opera\u021biunile. Activez \u00een domeniul customer care de peste dou\u0103zeci de ani \u0219i am avut ocazia s\u0103 traversez toate etapele evolutive, din punct de vedere organizatoric \u0219i tehnologic.\u201d<\/span>\u00a0<\/span><\/p>\n\n

Cum<\/span> a <\/span>evoluat<\/span>\u00a0 <\/span>conceptul<\/span> de <\/span>experien\u021b\u0103<\/span> a <\/span>clientului<\/span> \u00een<\/span> ultimii<\/span> ani?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u201e\u00cen ultimii ani, am asistat la apari\u021bia unor noi tehnologii prezentate ca fiind revolu\u021bionare. Cu toate acestea, un lucru a r\u0103mas constant: nevoia de empatie. Clien\u021bii nu caut\u0103 doar o solu\u021bie, ci vor s\u0103 fie \u00een\u021bele\u0219i. Rela\u021bia uman\u0103 r\u0103m\u00e2ne esen\u021bial\u0103 \u2013 este ceea ce face diferen\u021ba \u00een gestionarea experien\u021bei clientului.\u201d <\/p>\n\n

Care este strategia<\/span> adoptat\u0103<\/span> de Nethex Care <\/span>pentru<\/span> a <\/span>r\u0103spunde<\/span> acestor<\/span> noi <\/span>provoc\u0103ri<\/span>?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u201eNethex <\/span>a<\/span> ales<\/span> s\u0103<\/span> integreze<\/span> tehnologia<\/span> ca <\/span>instrument<\/span> de <\/span>facilitare<\/span>, nu ca <\/span>substitut<\/span>.<\/span> Inteligen\u021ba<\/span> artificial\u0103<\/span> pentru<\/span> noi este un amplificator: <\/span>ofer\u0103<\/span> operatorilor<\/span> sugestii<\/span> \u00een<\/span> timp<\/span> real <\/span>\u0219i<\/span> automatizeaz\u0103<\/span> cerin\u021bele<\/span> mai <\/span>simple<\/span>, <\/span>l\u0103s\u00e2nd<\/span> omului<\/span> gestionarea<\/span> cazurilor<\/span> mai <\/span>complexe<\/span>, <\/span>unde<\/span> empatia este de <\/span>ne\u00eenlocuit<\/span>.<\/span><\/span>\u00a0<\/span><\/p>\n\n

\u00cen<\/span> ce mod <\/span>tehnologia<\/span> \u00eembun\u0103t\u0103\u021be\u0219te<\/span> munca<\/span> operatorilor<\/span>?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

AI-<\/span>ul<\/span> nostru <\/span>sprijin\u0103<\/span> operatorii cu <\/span>instrumente<\/span> inteligente<\/span> care <\/span>\u00eei<\/span> ajut\u0103<\/span> s\u0103<\/span> se <\/span>concentreze<\/span> pe <\/span>rela\u021bie<\/span>, nu pe <\/span>c\u0103utarea<\/span> r\u0103spunsului<\/span>. <\/span>Acest<\/span> lucru<\/span> permite<\/span> cre\u0219terea<\/span> calit\u0103\u021bii<\/span> serviciului<\/span> \u0219i<\/span> promovarea<\/span> reskilling-ului<\/span>: operatorii se <\/span>ocup\u0103<\/span> din<\/span> ce <\/span>\u00een<\/span> ce mai <\/span>mult<\/span> de teme <\/span>complexe<\/span>, <\/span>l\u0103s\u00e2nd<\/span> ma\u0219inilor<\/span> sarcinile<\/span> mai <\/span>repetitive<\/span><\/span>\u00a0<\/span><\/p>\n\n

Care<\/span><\/span> sunt <\/span>sectoarele<\/span> care <\/span>beneficiaz\u0103<\/span> cel <\/span>mai<\/span> mult<\/span> de <\/span>aceast\u0103<\/span> abordare<\/span>?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u201eUn <\/span>exemplu<\/span> concret<\/span> este <\/span>sectorul<\/span> <\/span>pensiilor<\/span> private<\/span><\/span>,<\/span> unde<\/span> avem<\/span> o <\/span>experien\u021b\u0103<\/span> \u00eendelung<\/span>. <\/span>Am<\/span> dezvoltat<\/span> un chatbot <\/span>inteligent<\/span>, <\/span>conceput<\/span> pentru<\/span> a <\/span>r\u0103spunde<\/span> la <\/span>cele<\/span> mai <\/span>frecvente<\/span> \u00eentreb\u0103ri<\/span>, <\/span>f\u0103r\u0103<\/span> a <\/span>trata<\/span> date sensibile. <\/span>\u00cen<\/span> paralel<\/span>, <\/span>am<\/span> dotat<\/span> operatorii <\/span>no\u0219tri<\/span> cu <\/span>instrumente<\/span> avansate<\/span>, <\/span>permi\u021b\u00e2ndu<\/span>-le <\/span>s\u0103<\/span> se <\/span>concentreze<\/span> pe <\/span>solicit\u0103rile<\/span> de <\/span>nivel<\/span> doi<\/span>, mai delicate <\/span>\u0219i<\/span> mai <\/span>complexe<\/span>.\u201d<\/span><\/span>\u00a0<\/span><\/p>\n\n

Cum<\/span> a\u021bi<\/span> gestionat<\/span> instruirea<\/span> AI-<\/span>ului<\/span> \u00eentr<\/span>-un <\/span>sector<\/span> at\u00e2t<\/span> de<\/span> delicat<\/span>?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u201e<\/span>\u00cen<\/span> cazul<\/span> nostru<\/span>, am <\/span>construit<\/span> un <\/span><\/span>LLM (Large Language Model)<\/span><\/span> specific <\/span>pentru<\/span> sectorul<\/span> pensiilor<\/span>. <\/span><\/span>Partea<\/span> cea<\/span> mai<\/span> complex\u0103<\/span>\u00a0<\/span> nu a <\/span>fost<\/span> doar<\/span> s\u0103<\/span> \u00eenv\u0103\u021b\u0103m<\/span> AI-<\/span>ul<\/span> ce <\/span>s\u0103<\/span> spun\u0103<\/span>, ci mai <\/span>ales<\/span> ce <\/span><\/span>s\u0103<\/span> nu<\/span><\/span> spun\u0103<\/span>. <\/span>Am<\/span> lucrat<\/span> la <\/span>delimitarea<\/span> clar\u0103<\/span> a <\/span>r\u0103spunsurilor<\/span>, <\/span>rafin\u00e2nd<\/span> modelul<\/span> astfel<\/span> \u00eenc\u00e2t<\/span> s\u0103<\/span> evite<\/span> informa\u021biile<\/span> eronate<\/span> sau<\/span> \u00een\u0219el\u0103toare<\/span> \u2013 chiar <\/span>\u0219i<\/span> cu <\/span>riscul<\/span> de a nu <\/span>r\u0103spunde<\/span> deloc<\/span>.\u201d<\/span><\/span>\u00a0<\/span><\/p>\n\n

Cum<\/span> se <\/span>schimb\u0103<\/span> rolul<\/span> omului<\/span> \u00een<\/span> acest<\/span> nou<\/span> echilibru<\/span>?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u201e<\/span>Inteligen\u021ba<\/span> artificial\u0103<\/span> nu se <\/span>gestioneaz\u0103<\/span> de la sine<\/span>. <\/span>Sunt<\/span> necesare<\/span>\u00a0<\/span> persoane<\/span> calificate<\/span> care <\/span>s\u0103<\/span>-i <\/span>defineasc\u0103<\/span> limitele<\/span>, <\/span>care <\/span>s\u0103<\/span> \u0219tie<\/span> s\u0103<\/span> o <\/span>instruiasc\u0103<\/span>, <\/span>s\u0103<\/span> o <\/span>monitorizeze<\/span> \u0219i<\/span> s\u0103<\/span> o<\/span> corecteze<\/span>. <\/span>Adev\u0103rata<\/span> provocare nu este <\/span>automatizarea<\/span>, ci <\/span><\/span>guvernan\u021ba<\/span> AI-<\/span>ului<\/span><\/span>. <\/span>Iar<\/span> aici<\/span> investe\u0219te<\/span> Nethex: <\/span>\u00een<\/span> formarea<\/span> profesioni\u0219tilor<\/span> capabili<\/span> s\u0103<\/span> conduc\u0103<\/span> evolu\u021bia<\/span>, nu <\/span>doar<\/span> s\u0103<\/span> o <\/span>urmeze<\/span>.\u201d<\/span><\/span>\u00a0<\/span><\/p>\n\n

Pe <\/span>l\u00e2ng\u0103<\/span> tehnologie<\/span>, pe ce alte <\/span>aspecte<\/span> se <\/span>concentreaz\u0103<\/span> Nethex Care <\/span>pentru<\/span> a <\/span>\u00eembun\u0103t\u0103\u021bi<\/span> experien\u021ba<\/span> utilizatorului<\/span>?\u00a0<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u00a0<\/span>\u201e<\/span>Lucr\u0103m<\/span> intens<\/span> pe <\/span><\/span>multicanalitate<\/span> \u0219i<\/span> multilingvism<\/span><\/span>. <\/span>Compania<\/span> noastr\u0103<\/span> este <\/span>din<\/span> ce <\/span>\u00een<\/span> ce mai <\/span>conectat\u0103<\/span>, dar <\/span>\u0219i<\/span> mai <\/span>multicultural\u0103<\/span>. <\/span>Oferim<\/span> asisten\u021b\u0103<\/span> \u00een<\/span> italian\u0103<\/span>, <\/span>chinez\u0103<\/span>, <\/span>arab\u0103<\/span>, <\/span>rom\u00e2n\u0103<\/span> \u0219i<\/span> alte limbi, <\/span>pentru<\/span> a ne <\/span>asigura<\/span> c\u0103<\/span> \u0219i<\/span> cele<\/span> mai <\/span>complexe<\/span> solicit\u0103ri<\/span> sunt<\/span> \u00een\u021belese<\/span> \u0219i<\/span> gestionate<\/span> cu <\/span>precizie<\/span>.\u201d<\/span><\/span>\u00a0<\/span><\/p>\n\n

Ce <\/span>\u00eenseamn\u0103<\/span> pentru<\/span> Nethex <\/span>a <\/span>oferi<\/span> un <\/span>serviciu<\/span> cu <\/span>adev\u0103rat<\/span> multicanal<\/span>?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u201e<\/span>\u00censeamn\u0103<\/span> s\u0103<\/span> garant\u0103m<\/span> <\/span>aceea\u0219i<\/span> calitate<\/span> a <\/span>serviciului<\/span><\/span> pe <\/span>toate<\/span> canalele<\/span>: <\/span>telefon<\/span>, chat, WhatsApp, e-mail, <\/span>re\u021bele<\/span> sociale. <\/span>Pentru<\/span> client nu mai <\/span>conteaz\u0103<\/span> cum<\/span> ne <\/span>contacteaz\u0103<\/span>. La <\/span>fel<\/span> \u0219i<\/span> pentru<\/span> operatorii <\/span>no\u0219tri<\/span>, care <\/span>sunt<\/span> instrui\u021bi<\/span> s\u0103<\/span> r\u0103spund\u0103<\/span> eficient<\/span>, <\/span>indiferent<\/span> de canal. <\/span>Acesta<\/span> este <\/span>unul<\/span> dintre<\/span> punctele<\/span> forte <\/span>ale<\/span> Nethex Care.\u201d<\/span><\/span>\u00a0<\/span><\/p>\n\n

Cum<\/span> vedeti<\/span> viitorul<\/span> experien\u021bei<\/span> clientului<\/span>?<\/span><\/span>\u00a0<\/span><\/h3><\/h3>\n\n

\u201eCred c\u0103 viitorul const\u0103 \u00eentr-o <\/span>fuziune echilibrat\u0103<\/span><\/b> \u00eentre tehnologie \u0219i umanitate. AI-ul ne ajut\u0103 s\u0103 fim mai rapizi, dar doar omul poate recunoa\u0219te nevoile profunde ale oamenilor. Obiectivul nostru este clar: s\u0103 construim o experien\u021b\u0103 a clientului din ce \u00een ce mai personalizat\u0103, accesibil\u0103 \u0219i uman\u0103 \u2013 chiar \u0219i \u00eentr-o lume din ce \u00een ce mai digital\u0103.\u201d<\/span>\u00a0<\/span> \n \n\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Tehnologie, empatie \u0219i multicanalitate. Viziunea Nethex asupra Customer Experience, \u00een interviul cu Pierpaolo Benedetti, Directorul de Opera\u021biuni al Nethex.\u00a0 Pierpaolo Benedetti este Directorul de Opera\u021biuni al Nethex Care, divizia grupului Nethex dedicat\u0103 \u00een \u00eentregime experien\u021bei clientului. Ocup\u0103 acest rol de mai mul\u021bi ani, dup\u0103 un parcurs lung de dezvoltare \u00een cadrul companiei.\u00a0 \u201eAm intrat […]<\/p>\n","protected":false},"author":4,"featured_media":4407,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[24],"tags":[],"class_list":["post-4410","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-stiri"],"yoast_head":"\nCustomer Experience \u00eentre AI \u0219i atingerea uman\u0103<\/title>\n<meta name=\"description\" content=\"Tehnologie, empatie \u0219i multicanalitate. 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