{"id":26649,"date":"2017-05-25T09:48:51","date_gmt":"2017-05-25T09:48:51","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/zullen-bots-mensen-vervangen-in-contactcenters\/"},"modified":"2025-05-06T11:08:17","modified_gmt":"2025-05-06T11:08:17","slug":"zullen-bots-mensen-vervangen-in-contactcenters","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/zullen-bots-mensen-vervangen-in-contactcenters\/","title":{"rendered":"Zullen bots mensen vervangen in contactcenters?"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_fcd9ed5052877a71c82be484c762be0a\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Geen onderdeel van een categorie <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Zullen bots mensen vervangen in contactcenters?<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_fcd9ed5052877a71c82be484c762be0a\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fzullen-bots-mensen-vervangen-in-contactcenters%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fzullen-bots-mensen-vervangen-in-contactcenters%2F&#038;text=Zullen bots mensen vervangen in contactcenters?\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fzullen-bots-mensen-vervangen-in-contactcenters%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>In de huidige markt verwachten we vaak dat onze innovaties uit de technologiesector komen. Dit betekent dat wanneer Facebook en Microsoft een stap zetten om kunstmatige intelligentie (AI) te introduceren in bedrijven die afhankelijk zijn van mensen, waaronder contactcentra, wij in de branche wel moeten opletten.<\/p>\n<p>&nbsp;<\/p>\n<p>De kunstmatige intelligentietools in kwestie, meestal chatbots genoemd, zijn het afgelopen jaar in populariteit gegroeid en het is niet moeilijk om te zien waarom. De chatoplossingen die zij bieden zijn aanzienlijk intelligenter en interactiever dan eerdere modellen en een geautomatiseerd gesprek kan een kosteneffectieve oplossing zijn. Chatbots lijken klaar om apps te verdringen als de AI van de klantenservice bij uitstek, maar als de bots deze uitdaging hebben overwonnen, zijn wij dan de volgende?<\/p>\n<p>&nbsp;<\/p>\n<h2>De waarde van een menselijke connectie<\/h2>\n<p>Hoewel de groeiende aanwezigheid van chatbots een nieuwe speler op de markt introduceert, <a href=\"https:\/\/www.calabrio.com\/nl\/wfo\/customer-experience\/why-self-service-future-customer-engagement\/\">is het belang van menselijke aanwezigheid in het contactcenter belangrijker dan ooit.<\/a> E-mail en sociale mediakanalen helpen contactcentra al bij het uitfilteren van de eenvoudige vragen.<\/p>\n<p>Maar voor klanten die ondersteuning nodig hebben voor een complex probleem en voor degenen die ontevreden zijn over hun huidige situatie, is er geen betere oplossing dan een telefoontje. Voor contactcentra zijn dit de gesprekken die gewoon te belangrijk zijn om over te laten aan een geautomatiseerde chatbot.<\/p>\n<p>&nbsp;<\/p>\n<h2>Waar past de chatbot in het contactcenter?<\/h2>\n<p>Is het voorbestemd om gewoon een andere optie te zijn om de eenvoudige vragen te beantwoorden? Nauwelijks. De huidige kunstmatige intelligentie kan onze doelen effectiever ondersteunen dan dat. Naarmate de technologie groeit, zullen ook de mogelijkheden toenemen. Om de kracht van chatbots en andere vormen van kunstmatige intelligentie te realiseren, moet echter hun echte rol worden erkend: die van partner voor callcentermedewerkers.<\/p>\n<p>Bedrijven over de hele wereld beginnen <a href=\"https:\/\/www.calabrio.com\/nl\/wfo\/contact-center-reporting\/cmo-meet-new-best-friend-contact-center\/\">zich nu pas te realiseren hoeveel analytische gegevens<\/a> hun contactcentra elke dag weer genereren. Het juiste gebruik van kunstmatige intelligentie kan een essenti\u00eble strategie zijn bij het benutten van de waarde van klantgegevens. Dankzij machine learning kunnen chatbots niet alleen eenvoudige vragen van klanten beantwoorden, maar ook de gegevens catalogiseren en structuur toevoegen aan de ontvangen analyses voordat ze worden geanalyseerd op context en patronen.<\/p>\n<p>&nbsp;<\/p>\n<p>En dit is nog maar de basis.<\/p>\n<p>&nbsp;<\/p>\n<p>Naarmate kunstmatige intelligentie zich aanpast, zal het juiste systeem de analyseparameters voortdurend kunnen aanpassen om meer en slimmere gegevens te verzamelen bij elke interactie met de klant. Dit maakt de AI, je callcentersteam en je bedrijf slimmer. Dat is een innovatie waar iedereen achter kan staan.<\/p>\n<p>&nbsp;<\/p>\n<p>Betere, slimmere gegevens is iets waar we allemaal achter kunnen staan en Calabrio kan daarbij helpen! Bekijk <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/interactie-analyse\/\">Calabrio Analytics<\/a> voor meer informatie over hoe je de manier waarop je gegevens bekijkt en evalueert kunt veranderen.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":4,"featured_media":26650,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[50],"tags":[],"blog-languages":[],"class_list":["post-26649","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Gaan menselijke contactcenters de kant op van de bots?<\/title>\n<meta name=\"description\" content=\"Zijn chatbots klaar om het contactcenter over te nemen, of zijn ze nog een hulpmiddel? 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