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Komunikacja przedsi\u0119biorstw z klientami ewoluowa\u0142a wraz z rozwojem informatyzacji. Popularyzacja komputer\u00f3w i ich roli w \u017cyciu spo\u0142ecze\u0144stwa, zmienia\u0142y sposoby interakcji i by\u0142y udost\u0119pniane coraz szerszej grupie odbiorc\u00f3w. Jednym z etap\u00f3w rewolucji IT jest prowadzenie logicznego dialogu z komputerem przy wykorzystaniu j\u0119zyka naturalnego.<\/strong><\/p>\n

$\"\"$ <\/p>\n

Obecnie nale\u017cy si\u0119 spodziewa\u0107, \u017ce wykorzystanie j\u0119zyka naturalnego b\u0119dzie jednym z preferowanych kana\u0142\u00f3w kontaktu z klientami, za\u015b boty b\u0119d\u0105 zdobywa\u0142y coraz wi\u0119ksz\u0105 popularno\u015b\u0107 ze wzgl\u0119du na wygod\u0119, dost\u0119pno\u015b\u0107 oraz \u0142atwo\u015b\u0107 obs\u0142ugi dla coraz wi\u0119kszej grupy ludzi. Dodatkowo ta forma komunikacji klienta z firmami spowoduje aktywacj\u0119 dotychczas niezagospodarowanych mo\u017cliwo\u015bci oraz nawi\u0105zanie relacji z t\u0105 cz\u0119\u015bci\u0105 spo\u0142ecze\u0144stwa, kt\u00f3ra dotychczas niech\u0119tnie korzysta\u0142a z nowinek technologicznych.<\/p>\n

Rozwi\u0105zania typu voicebot to nowa forma interakcji, kt\u00f3ra prawdopodobnie w ci\u0105gu kilku nast\u0119pnych lat zmieni spos\u00f3b kontaktu przedsi\u0119biorstw z klientami.<\/p>\n

Organizacje rozwa\u017caj\u0105ce wdro\u017cenie nowej technologii, w tym tak\u017ce voice- i chatbot\u00f3w bior\u0105 pod uwag\u0119 szereg czynnik\u00f3w. Jedn\u0105 z kluczowych w\u0105tpliwo\u015bci, jest to, czy aktualna technologia jest na tyle zaawansowana, \u017ce spe\u0142ni oczekiwania klient\u00f3w. Inaczej m\u00f3wi\u0105c, czy boty b\u0119d\u0105 w stanie przeprowadzi\u0107 logiczn\u0105 i sp\u00f3jn\u0105 konwersacj\u0119 z cz\u0142owiekiem, wychwytuj\u0105c kontekst rozmowy i niuanse j\u0119zykowe.<\/p>\n

O ile w przypadku chatbot\u00f3w sprawa jest prostsza, to w przypadku interakcji g\u0142osowej mamy wi\u0119kszy stopie\u0144 z\u0142o\u017cono\u015bci ze wzgl\u0119du na konieczno\u015b\u0107 zaawansowanej analizy g\u0142osu oraz kwestii r\u00f3\u017cnych akcent\u00f3w, tempa rozmowy czy te\u017c zak\u0142\u00f3ce\u0144 w postaci t\u0142a. Niemniej jednak dobrze zaprojektowany i wytrenowany bot jest w stanie ju\u017c obecnie wej\u015b\u0107 w dialog z cz\u0142owiekiem oraz zrozumie\u0107 intencje rozm\u00f3wcy i odpowiednio zareagowa\u0107.<\/p>\n