{"id":16877,"date":"2026-03-03T17:12:49","date_gmt":"2026-03-03T16:12:49","guid":{"rendered":"https:\/\/becloudsolutions.com\/?p=16877"},"modified":"2026-03-30T11:59:16","modified_gmt":"2026-03-30T09:59:16","slug":"cmi-tech-focus-lintelligenza-artificiale-che-ridisegna-il-contact-center","status":"publish","type":"post","link":"https:\/\/becloudsolutions.com\/it\/eventi\/cmi-tech-focus-lintelligenza-artificiale-che-ridisegna-il-contact-center\/","title":{"rendered":"CMI Tech Focus &#8211; l&#8217;Intelligenza Artificiale che ridisegna il Contact Center"},"content":{"rendered":"<p>&nbsp;<\/p>\n<p>Il 25 marzo abbiamo tenuto un webinar in collaborazione con <strong>CMI Tech Focus<\/strong>, nel corso del quale abbiamo approfondito i temi toccati <strong><a href=\"https:\/\/www.cmimagazine.it\/30498-lintelligenza-artificiale-ridisegna-il-contact-center\/\">nell&#8217;intervista<\/a><\/strong> del 3 marzo, il ruolo dell\u2019intelligenza artificiale applicata alla customer experience, presentando le nuove funzionalit\u00e0 AI della piattaforma BeInContact. L\u2019obiettivo \u00e8 stato mostrare in modo concreto come l\u2019AI possa integrarsi nei processi di assistenza e nella gestione della relazione con il cliente, contribuendo a migliorarne efficienza, qualit\u00e0 e capacit\u00e0 di risposta.<\/p>\n<p>Un punto centrale della sessione ha riguardato il modello di collaborazione tra tecnologia e operatori umani. L\u2019intelligenza artificiale non rappresenta una sostituzione, ma un fattore abilitante. Automatizza le attivit\u00e0 a basso valore aggiunto, e fornisce suggerimenti operativi e insight in tempo reale. Consente agli operatori di concentrarsi sugli aspetti pi\u00f9 strategici della relazione, come ascolto, empatia e gestione delle situazioni complesse.<\/p>\n<p>\u00c8 stato inoltre analizzato lo scenario del mercato italiano, sempre pi\u00f9 orientato verso soluzioni scalabili, integrate e capaci di garantire un\u2019esperienza omnicanale coerente e personalizzata.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h5>Di seguito alcuni insight e domande sorte:<\/h5>\n<p>&nbsp;<\/p>\n<p><b>Quale visione vi ha guidato nello sviluppo delle nuove capacit\u00e0 di intelligenza artificiale di BeInContact?<\/b><\/p>\n<p>&nbsp;<\/p>\n<p>Lavoriamo da anni per mettere l\u2019AI al servizio di clienti e operatori. Ii bot gestiscono richieste semplici e ripetitive, mentre gli agenti umani intervengono sui casi pi\u00f9 complessi. La piattaforma omnicanale (Voce, WhatsApp, SMS, email) rende il flusso pi\u00f9 fluido. Efficienza, automazione e Customer Experience vengono cos\u00ec migliorate.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><b>La collaborazione tra AI e operatori umani sembra un cambio di paradigma rispetto all&#8217;uso precedente dell&#8217;automazione. Come si traduce concretamente in BeInContact?<\/b><\/p>\n<p>&nbsp;<\/p>\n<p>abbiamo sviluppato una serie di funzionalit\u00e0 a corredo dell&#8217;agente, per affiancarlo e supportarlo ad ogni interazione col cliente.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><a href=\"https:\/\/becloudsolutions.com\/it\/software\/beincontact-call-center-cloud\/ai-transcription-customer-service\/?utm_source=IT_CMI&amp;utm_medium=event&amp;utm_campaign=cmi_spotlight_transcription&amp;utm_id=G-670YX6T3GY\"><b>Transcription<\/b>:<\/a> crea un resoconto testuale completo di un&#8217;interazione audio o video, riducendo il lavoro manuale e garantendo dati coerenti e accurati.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><a href=\"https:\/\/becloudsolutions.com\/it\/software\/beincontact-call-center-cloud\/summarization\/?utm_source=IT_CMI&amp;utm_medium=event&amp;utm_campaign=cmi_spotlight_summarization&amp;utm_id=G-670YX6T3GY\"><b>Summarization<\/b>:<\/a> riassume automaticamente l&#8217;intera interazione man mano che si svolge. Fornisce una panoramica chiara e riduce il tempo dedicato alle attivit\u00e0 post-interazione. L&#8217;agente \u00e8 cos\u00ec concentrato sul cliente, mentre il sistema elabora il recap in tempo reale.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><a href=\"https:\/\/becloudsolutions.com\/it\/ai-teleprompter-customer-service\/?utm_source=IT_CMI&amp;utm_medium=event&amp;utm_campaign=cmi_spotlight_teleprompter&amp;utm_id=G-670YX6T3GY\"><b>Teleprompter<\/b>:<\/a> un sistema di monitoraggio che, in base a una lista approvata dall&#8217;azienda, verifica che l&#8217;agente stia seguendo la scaletta corretta e stia ponendo le domande giuste durante l&#8217;assistenza.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>Se ti sei perso l\u2019evento \u2013 o vuoi rivedere i momenti chiave <strong><a href=\"https:\/\/www.youtube.com\/watch?v=cJRIbPeREIc\">LA REGISTRAZIONE E&#8217; DISPONIBILE.<\/a> <\/strong>Se invece preferisci approfondire i temi trattati, ecco un ebook che fa decisamente al caso tuo!<\/p>\n<h3>\ud83d\udc49 <a href=\"https:\/\/dub.sh\/BCS_IT_ebook\">Scarica l&#8217;Ebook<\/a><\/h3>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; Il 25 marzo abbiamo tenuto un webinar in collaborazione con CMI Tech Focus, nel corso del quale abbiamo approfondito i temi toccati nell&#8217;intervista del 3 marzo, il ruolo dell\u2019intelligenza artificiale applicata alla customer experience, presentando le nuove funzionalit\u00e0 AI della piattaforma BeInContact. L\u2019obiettivo \u00e8 stato mostrare in modo concreto come l\u2019AI possa integrarsi nei [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/becloudsolutions.com\/it\/eventi\/cmi-tech-focus-lintelligenza-artificiale-che-ridisegna-il-contact-center\/\">Leggi di pi\u00f9&#8230;<span class=\"screen-reader-text\"> from CMI Tech Focus &#8211; l&#8217;Intelligenza Artificiale che ridisegna il Contact Center<\/span><\/a><\/p>\n","protected":false},"author":9,"featured_media":17008,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[8],"tags":[],"class_list":["post-16877","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-eventi"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CMI Tech Focus: l&#039;AI nel Customer Service<\/title>\n<meta name=\"description\" content=\"BeCloud, il tuo alleato per una Customer Experience Omnicanaledi successo. 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