Namuhla, izikhungo eziningi emikhakheni ehlukahlukene zisebenzisa i-AI eya ngokuya ifana nabantu bangempela ukuze iphendule imibuzo, ihlole izinkinga futhi iphathe izikhalazo.
IBhange Lombuso Lase-Australia (Commonwealth Bank) lisanda kuveza ukuthi inkundla yalo yesevisi yamakhasimende ye-AI iphatha izingxoxo ezingaphezu kuka-2 million njalo ngenyanga ngeziteshi zezwi nemiyalezo.
IAustralia Post nayo ithe ngo-2025, u-55% wemibuzo yamakhasimende yathola ukwesekwa yi-AI ezisebenzela yona.
Umqondo wale nqubekelaphambili ubonakala ulula: lapho kuba nenkinga, abathengi sebejwayele ukufuna usizo kumuntu wangempela. Uma i-AI ikwazi ukuxhumana ngendlela yemvelo kakhudlwana, kubonakala kunengqondo ukuyinika ingxenye yemisebenzi yesevisi yamakhasimende ebivame ukwenziwa abantu. Kodwa ucwaningo lubonisa ukuthi iqiniso liyinkimbinkimbi kakhulu.
Namuhla, i-AI yesevisi yamakhasimende iya ngokuya isebenzisa ukuxhumana ngezwi kanye nokwakheka kwengxoxo, futhi lokhu kusekelwe emcabangweni wokuthi abathengi bathanda indlela yokuxhumana efana nengxoxo phakathi kwabantu.
Umbiko i-《Australian Contact Centre Industry Benchmark Report》 ubonisa ukuthi lapho abathengi betshelwa ukuthi inkinga yabo ingaxazululwa, u-27% ukhetha ucingo, kanti u-12% ukhetha ingxoxo yewebhu.
Kodwa lokhu akusho ukuthi ukwenza i-AI ifane nomuntu wangempela kakhulu kuzothuthukisa ulwazi lwamakhasimende. Ucwaningo lwakamuva olwenziwe kubantu base-Australia abangu-1031 luthole ukuthi u-78% wabaphenduli uke wasebenzisa izinhlelo zesevisi yamakhasimende ezizisebenzelayo, kodwa abangama-39% kuphela abathi banelisekile ngazo.
Ucwaningo olushicilelwe ku-《European Journal of Marketing》 lwenze izivivinyo eziningi ukuze luhlole ukuthi abathengi basabela kanjani lapho behlangabezana nezinhlobo ezahlukene ze-AI yesevisi yamakhasimende ngemva kokubhekana nenkinga yesevisi.
Olunye ucwaningo luhlole imiphumela yokuthi abathengi baxhumane nerobhothi yengxoxo esebenzisa umbhalo kunerobhothi yezwi ngemva kokuhlangabezana nenkinga yesevisi. Ucwaningo luthole ukuthi kwezinye izimo, i-AI engafani kangako nomuntu ingaletha impendulo enhle kakhudlwana evela kumakhasimende.
Ngaphezu kwalokho, uma kuqhathaniswa nababambiqhaza abaxhumane nerobhothi yezwi, labo abaxhumane nerobhothi yengxoxo esebenzisa umbhalo babonise umuzwa omkhulu wokukhululeka. Lo muzwa wokukhululeka wawuhambisana nokuhlolwa okuhle kakhudlwana kwalo lonke ulwazi lwesevisi.
Lokhu kungenzeka kungenxa yokuthi, uma kuqhathaniswa nokukhuluma, ukuthayipha kuyindlela yokuxhumana ehamba kancane futhi edinga ukucabanga okwengeziwe. Lapho abathengi kudingeka bafake umbhalo ngekhibhodi, bathola isikhathi esengeziwe sokususa ukunaka kwabo kule nkinga, futhi imizwa engemihle ebangelwe yinkinga ingancipha kancane kancane.
Ngamanye amazwi, lapho umthengi esevele ecasukile, indlela yokuxhumana esheshayo nesondelene nengxoxo yomuntu wangempela kwesinye isikhathi ingamphuca into ebalulekile: isikhathi esincane sokuthulisa imizwa.
Nokho, ukubeka ibanga elithile ngokomzwelo kuyingxenye eyodwa kuphela yokwakha isevisi yamakhasimende ye-AI esebenzayo.
Ubuhlakani bemizwa bubalulekile futhi
Olunye ucwaningo olushicilelwe ku-《Journal of Business Research》 luhlole ukuthi abathengi basabela kanjani lapho i-AI yesevisi yamakhasimende ikwazi ukubona nokuphendula imizwa yabo.
Kulolu cwaningo, ababambiqhaza baxhumane nezinhlobo ezimbili zamarobhothi. Enye yayibona ngokusobala intukuthelo yomthengi bese ithi: “Ngiyaqonda ukuthi uthukuthele kakhulu manje.” Enye yayisebenzisa inkulumo ejwayelekile kakhudlwana: “Ngiyaqonda ukuthi uzizwa kabi manje.”
Imiphumela yabonisa ukuthi lapho irobhothi ikwazi ukubona ngokunembile isimo somzwelo somthengi, abathengi basabela kahle kakhudlwana. Ukubona imizwa ngokunembe kakhudlwana kwakhuphula indlela abathengi abahlola ngayo ikhono le-AI yesevisi yamakhasimende lokuqonda imizwa, kwaphinde kwakhuphula nokwaneliseka kwamakhasimende.
Uma kuhlanganiswa imiphumela yalezi zifundo, kuyabonakala ukuthi ukwenza i-AI ifane nomuntu wangempela akusho ukuthi izoba nekhono elingcono lokuqonda nokuphendula imizwa yabantu.
Ngezinye izikhathi, ulwazi olungcono kakhulu lwamakhasimende luvela ekubekeni ibanga elifanele ngokomzwelo, ukuze umthengi abe nesikhathi esincane sokucubungula ukunganeliseki kwakhe. Kwezinye izimo, okuyiyona nto enquma ukuthi ulwazi luzoba luhle noma lubi ukubona ngokunembile umzwelo umthengi anawo ngaleso sikhathi nokukhetha indlela efanele yokuphendula.
I-AI yesevisi yamakhasimende akudingeki ihlale ifuna ukufana nomuntu wangempela
Njengoba i-AI ithatha imisebenzi eminingi yesevisi yamakhasimende, umbuzo obalulekile akukhona ukuthi izwakala ifana nomuntu wangempela kangakanani. Okudingeka amabhizinisi akucabange ngokucophelela yilokho abathengi abakudingayo ezigabeni ezahlukene zenqubo yesevisi yamakhasimende.
Esikhathini esizayo, i-AI yesevisi yamakhasimende kungenzeka ingafanele ibheke ukulingisa abantu ngendlela eyiqiniso kakhulu ngangokunokwenzeka. Uhlelo lwe-AI yesevisi yamakhasimende olusebenza ngempela kufanele lukwazi ukubona ukuthi umthengi udinga ukuqondwa nokududuzwa nini, nokuthi udinga isikhathi sokuba yedwa nokuzola nini, bese lusebenzisa indlela yokuxhumana ehambisana nesimo.