{"id":227223,"date":"2020-02-03T08:25:54","date_gmt":"2020-02-03T16:25:54","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=227223"},"modified":"2020-07-15T15:11:02","modified_gmt":"2020-07-15T22:11:02","slug":"the-three-customer-service-megatrends-in-2020-fuse-ai-and-agents-to-drive-better-experiences","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/it-it\/resources\/the-three-customer-service-megatrends-in-2020-fuse-ai-and-agents-to-drive-better-experiences","title":{"rendered":"I Tre Megatrend del 2020 per il Customer Service: Unisci Intelligenza Artificiale (AI) e Agenti Per Dar Vita a Esperienze Migliori"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row&#8221; el_id=&#8221;resources-header&#8221; css=&#8221;.vc_custom_1557260620493{background-color: #4e5054 !important;}&#8221; el_class=&#8221;visible-overflow&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h3 class=\"pgtagline\">FORRESTER REPORT<\/h3>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1 class=\"p1\">I Tre Megatrend del 2020 per il Customer Service: Unisci AI e Agenti Per Dar Vita a Esperienze Migliori<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1560865125386{margin-bottom: 100px !important;}&#8221;][vc_column elemental_order=&#8221;order-2&#8243; width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}&#8221;][vc_column_text]Garantire che gli agenti abbiano a disposizione gli strumenti giusti \u00e8 determinante per portare il rapporto umano all\u2019interno del contact center e comprendere veramente i problemi incontrati dai clienti. Conoscendo i clienti e stabilendo una connessione diretta con loro potrai fidelizzarli e, nel contempo, risparmiare. In tale contesto, dotare gli agenti di strumenti che utilizzano l\u2019intelligenza artificiale (AI) si sta affermando come un\u2019ottima regola da adottare nella gestione dei contact center. Automatizzando le interazioni pi\u00f9 semplici e munendo i clienti degli strumenti digitali per risolvere da s\u00e9 i propri problemi, gli agenti possono dedicarsi alle richieste pi\u00f9 complesse. Trasformandosi in attori fondamentali per il tuo successo.<br \/>\nLeggi questo report di Forrester Research per scoprire:<\/p>\n<ul>\n<li>Tre megatrend del 2020 per i professionisti del customer service<\/li>\n<li>Come i cambiamenti nell\u2019AI e nei ruoli degli agenti influiscono sulla pianificazione e la cultura della forza lavoro<\/li>\n<li>Il ruolo dei desktop potenziati dalla AI e come questi guidano meglio gli agenti davanti alle esigenze del cliente<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;negative-form&#8221; css=&#8221;.vc_custom_1569438416105{margin-top: 100px !important;background-color: #f3f3f3 !important;}&#8221;][vc_column_text]<\/p>\n<h2 class=\"text-orange text-24\" style=\"text-align: center;\">Leggi il Forrester Report<\/h2>\n<p>[\/vc_column_text][vc_single_image image=&#8221;224115&#8243; alignment=&#8221;center&#8221; si_max_width=&#8221;70%&#8221;]<div class=\"eloq_form elq-container gmkto_form_type_hot 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Desidero ricevere aggiornamenti via e-mail o telefono su Genesys.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Desidero essere contattato\/a<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"I Tre Megatrend del 2020 per il Customer Service: Unisci Intelligenza Artificiale (AI) e Agenti Per Dar Vita a Esperienze Migliori\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/227223?thankyou=227223&page_type=resources&page_attr=Report\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Leggi subito\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Leggi subito\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Fornendo queste informazioni accetti la <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">nostra politica sulla privacy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row&#8221; el_id=&#8221;resources-header&#8221; css=&#8221;.vc_custom_1557260620493{background-color: #4e5054 !important;}&#8221; el_class=&#8221;visible-overflow&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text] FORRESTER REPORT [\/vc_column_text][vc_column_text] I Tre Megatrend del 2020 per il Customer Service: Unisci AI e Agenti Per Dar Vita a Esperienze Migliori [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1560865125386{margin-bottom: 100px !important;}&#8221;][vc_column elemental_order=&#8221;order-2&#8243; width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}&#8221;][vc_column_text]Garantire che gli agenti abbiano a disposizione gli strumenti giusti \u00e8 [&hellip;]<\/p>\n","protected":false},"author":678,"featured_media":235995,"template":"","tax_priority":[],"tax_contenttheme":[14947,14942,14944],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16213,16425],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-227223","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-grow-your-business-it-it","tax_contenttheme-improve-customer-experience-it-it","tax_contenttheme-level-up-your-technology-it-it","tax_capability_sitewide-ai-and-automation-it-it","tax_capability_sitewide-wem-it-it","tax_content_type-report-it-it"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/227223","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/227223\/revisions"}],"predecessor-version":[{"id":327342,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/227223\/revisions\/327342"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media\/235995"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media?parent=227223"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_priority?post=227223"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme?post=227223"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_bundle?post=227223"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme2?post=227223"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_capability_sitewide?post=227223"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_products_programs?post=227223"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buying_job?post=227223"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buyer_persona?post=227223"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_sector?post=227223"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_segment?post=227223"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}