{"id":18379,"date":"2024-01-26T14:57:28","date_gmt":"2024-01-26T13:57:28","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=18379"},"modified":"2024-09-11T15:24:20","modified_gmt":"2024-09-11T13:24:20","slug":"az-ugyfelszolgalat-automatizalas-elonyei","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/az-ugyfelszolgalat-automatizalas-elonyei\/","title":{"rendered":"Az \u00fcgyf\u00e9lszolg\u00e1lat automatiz\u00e1l\u00e1s el\u0151nyei"},"content":{"rendered":"<p>Az incidensek kezel\u00e9se az \u00fcgyf\u00e9lszolg\u00e1laton el\u00e9g id\u0151ig\u00e9nyes lehet. Csapatodnak minden egyes bejelent\u00e9st regisztr\u00e1lnia, kategoriz\u00e1lnia, rangsorolnia \u00e9s a megfelel\u0151 \u00fcgyint\u00e9z\u0151h\u00f6z kell rendelnie. A j\u00f6v\u0151ben az \u00fcgy\u00e9lszolg\u00e1lat automatiz\u00e1l\u00e1s a munka egy r\u00e9sz\u00e9t nagyban megk\u00f6nny\u00edti. A mesters\u00e9ges intelligencia kihaszn\u00e1l\u00e1s\u00e1val az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsai azzal t\u00f6lthetik az idej\u00fcket, amihez a legjobban \u00e9rtenek: a szak\u00e9rtelm\u00fcket felhaszn\u00e1lva megoldhatj\u00e1k az \u00f6sszetett bejelent\u00e9seket. Fedezz fel 3 m\u00f3dszert, amellyel a mesters\u00e9ges intelligencia hat\u00e9konyabb\u00e1 teheti az \u00fcgyf\u00e9lszolg\u00e1lat m\u0171k\u00f6d\u00e9s\u00e9t.<\/p>\n<blockquote><p>&#8220;A Mesters\u00e9ges intelligencia seg\u00edts\u00e9g\u00e9vel az eszk\u00f6z\u00f6k betekint\u00e9st nyerhetnek az egyes be\u00e9rkez\u0151 incidensek \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relmek m\u00f6g\u00f6ttes probl\u00e9m\u00e1j\u00e1ba&#8221;<\/p><\/blockquote>\n<p>Az te \u00fcgyf\u00e9lszolg\u00e1latos munkat\u00e1rsaid is igyekeszenek mindent megtenni, de id\u0151nk\u00e9nt a dolgok nem \u00fagy alakulnak, ahogyan azt elv\u00e1rn\u00e1d? Ilyen p\u00e9ld\u00e1ul a hib\u00e1s incidens-regisztr\u00e1ci\u00f3 vagy prioriz\u00e1l\u00e1s? A mesters\u00e9ges intelligencia (AI)m\u00e1r itt van, hogy seg\u00edtsen. Korszer\u0171s\u00edtsd \u00fcgyf\u00e9lszolg\u00e1latod m\u0171k\u00f6d\u00e9s\u00e9t az AI haszn\u00e1lat\u00e1val, \u00e9s a munkat\u00e1rsaid kevesebb hib\u00e1t fognak elk\u00f6vetni, \u00e9s t\u00f6bb idej\u00fck marad az \u00fcgyfelekre.<\/p>\n<h2>1. Gyorsabb incidens- \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relem regisztr\u00e1ci\u00f3<\/h2>\n<p>Az incidensek \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relmek nyilv\u00e1ntart\u00e1sa az \u00fcgyf\u00e9lszolg\u00e1lt sz\u00e1m\u00e1ra a napi munka r\u00e9sze. Az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsai nem csak az incidenst vagy a k\u00e9r\u00e9st regisztr\u00e1lj\u00e1k, hanem sok m\u00e1s adatot is r\u00f6gz\u00edtenek, bele\u00e9rtve a kateg\u00f3ri\u00e1t \u00e9s a priorit\u00e1st. Ezeknek az inform\u00e1ci\u00f3knak a helyes \u00e9rt\u00e9kel\u00e9se neh\u00e9znek \u00e9s id\u0151ig\u00e9nyesnek bizonyulhat valamint t\u00f6bb lehet\u0151s\u00e9get is ad a hib\u00e1k v\u00e9t\u00e9s\u00e9re. Az \u00fcgyf\u00e9lszolg\u00e1lat dolgoz\u00f3i biztosan megk\u00f6sz\u00f6nn\u00e9k, ha megszabad\u00edtan\u00e1d \u0151ket ett\u0151l az adminisztr\u00e1ci\u00f3s tehert\u0151l. M\u00e9gis, a k\u00f6vetkezetes regisztr\u00e1ci\u00f3 \u00e9s kategoriz\u00e1l\u00e1s a szolg\u00e1ltat\u00e1saidnak l\u00e9nyeges r\u00e9sz\u00e9t k\u00e9pezik:<\/p>\n<ul>\n<li>A helyesen regisztr\u00e1lt incidenseket k\u00f6nnyebb a megfelel\u0151 k\u00e9szs\u00e9gekkel rendelkez\u0151 koll\u00e9g\u00e1khoz rendelni.<\/li>\n<li>A megfelel\u0151 inform\u00e1ci\u00f3k regisztr\u00e1l\u00e1sa azt jelenti, hogy meg tudod hat\u00e1rozni a megfelel\u0151 priorit\u00e1sokat.<\/li>\n<li>Az \u00fcgyf\u00e9lszolg\u00e1lati vezet\u0151k jelent\u00e9seket futtathatnak a szolg\u00e1ltat\u00e1s \u00e1llapot\u00e1r\u00f3l.<\/li>\n<\/ul>\n<p>Hogyan k\u00f6nny\u00edtheti meg a mesters\u00e9ges intelligencia a te \u00fcgyf\u00e9lszolg\u00e1latod \u00e9let\u00e9t? A mesters\u00e9ges intelligencia leegyszer\u0171s\u00edti a regisztr\u00e1ci\u00f3s folyamatot. Haszn\u00e1lhat\u00f3 p\u00e9ld\u00e1ul az incidensek \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relmek tulajdons\u00e1gainak azonos\u00edt\u00e1s\u00e1ra egy adott kateg\u00f3ri\u00e1n bel\u00fcl. A mesters\u00e9ges intelligencia minden \u00faj incidenshez \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relemhez kateg\u00f3riajavaslatot ad az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsainak. Ezeket a javaslatokat a tud\u00e1sb\u00e1zisban tal\u00e1lhat\u00f3 inform\u00e1ci\u00f3k alapj\u00e1n teszi. A mesters\u00e9ges intelligencia hasonl\u00f3k\u00e9ppen javaslatokat tesz az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsainak az incidens- \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relem \u0171rlapok egy\u00e9b mez\u0151ire, megk\u00f6nny\u00edtve azok kit\u00f6lt\u00e9s\u00e9t.<\/p>\n<h2>Az incidensek \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relmek regisztr\u00e1ci\u00f3ja a m\u00falt\u00e9 lesz?<\/h2>\n<p>A mesters\u00e9ges intelligencia sokkal k\u00f6nnyebb\u00e9 teszi az incidensek \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relmek regisztr\u00e1l\u00e1s\u00e1t az \u00fcgyf\u00e9lszolg\u00e1latdolgoz\u00f3i sz\u00e1m\u00e1ra. A k\u00e9rd\u00e9s az, hogy egy\u00e1ltal\u00e1n sz\u00fcks\u00e9g van-e m\u00e9g regisztr\u00e1ci\u00f3ra. Ha a regisztr\u00e1ci\u00f3t p\u00e9ld\u00e1ul az \u00fatv\u00e1laszt\u00e1s eszk\u00f6z\u00e9nek tekintj\u00fck, akkor a mesters\u00e9ges intelligencia seg\u00edts\u00e9g\u00e9vel a regisztr\u00e1ci\u00f3 k\u00f6zbens\u0151 l\u00e9p\u00e9se n\u00e9lk\u00fcl is el\u00e9rhetj\u00fck ugyanazt az eredm\u00e9nyt. A mesters\u00e9ges intelligencia seg\u00edts\u00e9g\u00e9vel felismerhet\u0151, hogy mely incidensek \u00e9s k\u00e9relmek hasonl\u00f3ak, \u00e9s a tud\u00e1sb\u00e1zisban rendelkez\u00e9sre \u00e1ll\u00f3 inform\u00e1ci\u00f3k alapj\u00e1n mely \u00fcgyf\u00e9lszolg\u00e1lati munkat\u00e1rsak tudj\u00e1k azokat megoldani. Az id\u0151 fogja megmutatni, hogy ez a fejl\u0151d\u00e9s v\u00e9g\u00fcl teljesen feleslegess\u00e9 teszi-e a regisztr\u00e1ci\u00f3t.<\/p>\n<h2>2. Pontos incidens prioriz\u00e1l\u00e1s<\/h2>\n<p>Hogyan rangsorolja az \u00fcgyf\u00e9lszolg\u00e1lat az incidenseket \u00e9s a k\u00e9r\u00e9seket? J\u00f3 es\u00e9llyel kateg\u00f3ri\u00e1k, egy el\u0151re meghat\u00e1rozott <a href=\"https:\/\/www.topdesk.com\/en\/blog\/incident-priority-matrix\/\">priorit\u00e1si m\u00e1trix<\/a> \u00e9s SLA-k alapj\u00e1n. B\u00e1r jelenleg ezek a leghasznosabb eszk\u00f6z\u00f6k az \u00fcgyfelek hat\u00e9kony kiszolg\u00e1l\u00e1s\u00e1hoz, a gyakorlat enn\u00e9l sokkal \u00e1rnyaltabb. Az AI pedig a j\u00f6v\u0151ben akt\u00edvan seg\u00edteni fogja ezt a fajta munk\u00e1t.<\/p>\n<h2>K\u00f6nny\u00edtett prioriz\u00e1l\u00e1s<\/h2>\n<p>A mesters\u00e9ges intelligencia seg\u00edts\u00e9g\u00e9vel az eszk\u00f6z\u00f6k betekint\u00e9st nyerhetnek az egyes be\u00e9rkez\u0151 incidensek \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relmek m\u00f6g\u00f6ttes probl\u00e9m\u00e1j\u00e1ba. Ez seg\u00edt a priorit\u00e1s\u00e9rt\u00e9kel\u00e9s jav\u00edt\u00e1s\u00e1ban:<\/p>\n<ul>\n<li>A mesters\u00e9ges intelligencia felismeri, hogy mely incidensek \u00e9s szolg\u00e1ltat\u00e1si k\u00e9relmek bizonyultak probl\u00e9m\u00e1snak a m\u00faltban (p\u00e9ld\u00e1ul az\u00e9rt, mert az egyik \u00fcgyf\u00e9lszolg\u00e1latos koll\u00e9g\u00e1t\u00f3l a m\u00e1sikhoz ker\u00fcltek, vagy mert p\u00e9ld\u00e1ul t\u00fall\u00e9pt\u00e9k a megold\u00e1si id\u0151t). Ez figyelmezteti a kiszolg\u00e1l\u00f3 \u00fcgyint\u00e9z\u0151ket, lehet\u0151v\u00e9 t\u00e9ve sz\u00e1mukra, hogy az ilyen t\u00edpus\u00fa incidenseknek vagy k\u00e9r\u00e9seknek tov\u00e1bbi figyelmet szenteljenek.<\/li>\n<li>Az AI felismeri az \u00e9rzelmeket. Ha a jellemz\u0151en nyugodt \u00fcgyfelek hirtelen stresszesnek t\u0171nnek, vagy egyre inger\u00fcltebb\u00e9 v\u00e1lnak minden egyes, ugyanarr\u00f3l az incidensr\u0151l vagy k\u00e9r\u00e9sr\u0151l sz\u00f3l\u00f3 kommunik\u00e1ci\u00f3 sor\u00e1n, akkor a mesters\u00e9ges intelligencia arra fogja \u00f6szt\u00f6n\u00f6zni az \u00fcgyf\u00e9lszolg\u00e1lati munkat\u00e1rsat, hogy l\u00e9pjen kapcsolatba vel\u00fck tov\u00e1bbi inform\u00e1ci\u00f3k k\u00e9r\u00e9se vagy elv\u00e1r\u00e1saik kezel\u00e9se \u00e9rdek\u00e9ben.<\/li>\n<\/ul>\n<p>K\u00e9pzeld el, hogy egy irodai projektor elromlott, \u00e9s a szok\u00e1sos megold\u00e1si id\u0151 2 nap. Az \u00fcgyf\u00e9lnek azonban prezent\u00e1ci\u00f3t kell tartania egy fontos kliens sz\u00e1m\u00e1ra, \u00e9s n\u00e9h\u00e1ny \u00f3r\u00e1n bel\u00fcl sz\u00fcks\u00e9ge van a kivet\u00edt\u0151re. A mesters\u00e9ges intelligencia k\u00e9pes meg\u00e9rteni az incidens kontextus\u00e1t \u00e9s s\u00fcrg\u0151ss\u00e9g\u00e9t, \u00e9s jelezni fogja, hogy a legmagasabb priorit\u00e1st kell rendelni hozz\u00e1.<\/p>\n<p>V\u00e9gs\u0151 soron a mesters\u00e9ges intelligencia sz\u00e1mos t\u00e9nyez\u0151t, p\u00e9ld\u00e1ul a sz\u00f6veg\u00e9rt\u00e9st \u00e9s a kor\u00e1bbi tapasztalatokat is k\u00e9pes lesz felhaszn\u00e1lni, hogy seg\u00edtsen felm\u00e9rni az \u00fcgyfelek el\u00e9gedetts\u00e9g\u00e9t az incidens vagy a szolg\u00e1ltat\u00e1si k\u00e9relem megold\u00e1sa sor\u00e1n.<\/p>\n<h2>3. A feladatkioszt\u00e1s egyszer\u0171s\u00edt\u00e9se mesters\u00e9ges intelligencia seg\u00edts\u00e9g\u00e9vel<\/h2>\n<p>Az \u00fcgyf\u00e9lszolg\u00e1lati vezet\u0151k sz\u00e1m\u00e1ra aranyat \u00e9rnek azok az alkalmazottak, akik kezdem\u00e9nyezik a munkaterhel\u00e9s\u00fck optim\u00e1lis megszervez\u00e9s\u00e9t. Ha ez id\u0151nk\u00e9nt kih\u00edv\u00e1st jelent, a mesters\u00e9ges intelligencia seg\u00edt.<\/p>\n<p>A mesters\u00e9ges intelligencia a kor\u00e1bbi incidensek \u00e9s k\u00e9r\u00e9sek alapj\u00e1n felm\u00e9ri, hogy egy adott incidens vagy k\u00e9r\u00e9s megold\u00e1sa mennyi id\u0151t vesz ig\u00e9nybe. Ezut\u00e1n a feladatokat a kiszolg\u00e1l\u00f3 \u00fcgyint\u00e9z\u0151k id\u0151beoszt\u00e1sa alapj\u00e1n tudja kiosztani. Ha az egyik \u00fcgyf\u00e9lszolg\u00e1lati dolgoz\u00f3nak hirtelen felszabadul egy \u00f3r\u00e1ja, akkor a mesters\u00e9ges intelligencia ezt \u00fagy oldja meg, hogy egy egy\u00f3r\u00e1s feladatot javasol sz\u00e1m\u00e1ra.<\/p>\n<h2>Tedd j\u00f6v\u0151biztoss\u00e1 az \u00fcgyf\u00e9lszolg\u00e1latod<\/h2>\n<p>Szeretn\u00e9l t\u00f6bbet megtudni az okosabb \u00e9s gyorsabb munkav\u00e9gz\u00e9sr\u0151l az \u00fcgyf\u00e9lszolg\u00e1laton ? A <a href=\"https:\/\/www.topdesk.com\/hu\/e-konyvek\/bevalt-gyakorlatok-a-szolgaltatasmenedzsmentben\/\">bev\u00e1lt gyakorlatok az IT r\u00e9szleg sz\u00e1m\u00e1ra (BPSM) e-bookunk<\/a> remek kiindul\u00f3pont. L\u00e9p\u00e9sr\u0151l l\u00e9p\u00e9sre v\u00e9gig vezetj\u00fck azon, hogyan egyszer\u0171s\u00edtheti le munkafolyamatait a BPSM seg\u00edts\u00e9g\u00e9vel.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Az incidensek kezel\u00e9se az \u00fcgyf\u00e9lszolg\u00e1laton el\u00e9g id\u0151ig\u00e9nyes lehet. Csapatodnak minden egyes bejelent\u00e9st regisztr\u00e1lnia, kategoriz\u00e1lnia, rangsorolnia \u00e9s a megfelel\u0151 \u00fcgyint\u00e9z\u0151h\u00f6z kell rendelnie. A j\u00f6v\u0151ben az \u00fcgy\u00e9lszolg\u00e1lat automatiz\u00e1l\u00e1s a munka egy r\u00e9sz\u00e9t nagyban megk\u00f6nny\u00edti. A mesters\u00e9ges intelligencia kihaszn\u00e1l\u00e1s\u00e1val az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsai azzal t\u00f6lthetik az idej\u00fcket, amihez a legjobban \u00e9rtenek: a szak\u00e9rtelm\u00fcket felhaszn\u00e1lva megoldhatj\u00e1k az \u00f6sszetett bejelent\u00e9seket. Fedezz<\/p>\n","protected":false},"author":379,"featured_media":18382,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-18379","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Az \u00fcgyf\u00e9lszolg\u00e1lat automatiz\u00e1l\u00e1s el\u0151nyei | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Fedezd fel, hogyan teheti hat\u00e9konyabb\u00e1 az AI az \u00fcgyf\u00e9lszolg\u00e1latot az incidenskezel\u00e9s, prioriz\u00e1l\u00e1s \u00e9s 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