{"id":40617,"date":"2025-10-24T12:11:41","date_gmt":"2025-10-24T12:11:41","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/de-toekomst-van-contactcentra-in-de-detailhandel-ai-naar-ai-service\/"},"modified":"2026-02-24T05:27:29","modified_gmt":"2026-02-24T05:27:29","slug":"de-toekomst-van-contactcentra-in-de-detailhandel-ai-naar-ai-service","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/de-toekomst-van-contactcentra-in-de-detailhandel-ai-naar-ai-service\/","title":{"rendered":"De toekomst van contactcentra in de detailhandel: AI-naar-AI-service"},"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_37541e8ce7780537c0a1f5330db00ae9\"\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\">De toekomst van contactcentra in de detailhandel: AI-naar-AI-service<\/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_37541e8ce7780537c0a1f5330db00ae9\"] {\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%2Fde-toekomst-van-contactcentra-in-de-detailhandel-ai-naar-ai-service%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%2Fde-toekomst-van-contactcentra-in-de-detailhandel-ai-naar-ai-service%2F&#038;text=De toekomst van contactcentra in de detailhandel: AI-naar-AI-service\"\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%2Fde-toekomst-van-contactcentra-in-de-detailhandel-ai-naar-ai-service%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><span data-contrast=\"auto\">Het contactcenter is altijd de frontlinie van de klantervaring geweest. Maar nu kunstmatige intelligentie de manier waarop we winkelen verandert, is het logisch dat we ons afvragen: wat gebeurt er als kunstmatige intelligentie ook de manier waarop we klagen verandert?<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">We stevenen misschien wel af op een wereld waarin AI-agenten rechtstreeks met elkaar onderhandelen, waarbij AI&#8217;s van klanten contact opnemen met AI&#8217;s van verkopers om problemen direct op te lossen, zonder dat er mensen aan te pas komen.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2>Van eindeloze keuze naar intelligente delegatie<\/h2>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Het moderne winkelen heeft een kantelpunt bereikt. <a href=\"https:\/\/www.marketwatch.com\/story\/grocery-stores-carry-40000-more-items-than-they-did-in-the-1990s-2017-06-07\">De gemiddelde supermarkt heeft nu ongeveer 40.000 producten, vergeleken met slechts 7.000 eind jaren negentig<\/a>. Online marktplaatsen voegen daar met een klik miljoenen aan toe. Het is geen verrassing dat shoppers &#8220;gangpadangst&#8221; melden, waarbij een derde van aankopen afziet omdat de keuzemogelijkheden overweldigend zijn.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">In reactie hierop wenden veel consumenten zich tot AI voor hulp. <a href=\"https:\/\/news.darden.virginia.edu\/2025\/06\/17\/nearly-60-use-ai-to-shop-heres-what-that-means-for-brands-and-buyers\/\">Bijna 60% gebruikt al AI om te helpen bij winkelbeslissingen en bijna de helft vertrouwt AI meer dan vrienden voor iets persoonlijks als kledingadvies<\/a>. De logische volgende stap? Volledige aankopen delegeren aan AI-agenten die namens ons beslissen en transacties uitvoeren.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2>De logica uitbreiden: AI-naar-AI-service<\/h2>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Als AI de inkoop doet, is het logisch dat het ook de problemen kan oplossen. In plaats van een winkelier te bellen om een beschadigde bestelling te melden, kunnen klanten gewoon tegen hun AI-assistent zeggen:  <\/span><i><span data-contrast=\"auto\">&#8220;De blender is kapot aangekomen, maak het alsjeblieft in orde.&#8221;<\/span><\/i><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Van daaruit:<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">De AI van de klant neemt contact op met de service-AI van de detailhandelaar.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Het probleem wordt in realtime geverifieerd.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Er wordt een terugbetaling of vervanging geregeld.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">De mens ontvangt alleen een laatste update: <\/span><i><span data-contrast=\"auto\">&#8220;Restitutie goedgekeurd. Vervanging komt dinsdag aan.&#8221;<\/span><\/i><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Geen wachtmuziek. Geen wachttijden. Geen moeite.<\/span><br \/>\n<span> <\/span><\/p>\n<h2>Waar mensen nog steeds belangrijk zijn<\/h2>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Natuurlijk zullen mensen niet verdwijnen bij de klantenservice. Ze komen tussenbeide wanneer problemen te complex, emotioneel of ongebruikelijk zijn voor AI om op te lossen. Dit betekent dat de rol van de contactcenteragent zal verschuiven van routinematige case handling naar probleemoplossende specialist, waarbij empathie en inschattingsvermogen waardevoller zijn dan snelheid.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2>Voorbereiden op het AI-to-AI-tijdperk<\/h2>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">We zijn er nog niet, maar de bouwstenen zijn al zichtbaar in de huidige AI-gestuurde winkelassistenten, conversational commerce tools en geautomatiseerde workflows. <a href=\"https:\/\/openai.com\/index\/introducing-chatgpt-agent\/\">OpenAI heeft zelfs ChatGPT Agent ge\u00efntroduceerd<\/a> met een functie voor winkelassistenten die namens gebruikers kunnen browsen, vergelijken en aankopen doen.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">In de nabije toekomst kunnen AI-assistenten rechtstreeks met menselijke contactcenteragenten praten, waardoor interacties worden gestroomlijnd en de inspanningen aan beide kanten worden verminderd. In de toekomst zou het zich weer verder kunnen ontwikkelen tot AI-contactcenteragenten die rechtstreeks met AI-winkelassistenten praten, waarbij mensen alleen ingrijpen als er nuance of empathie nodig is om tot een oplossing te komen.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Winkeliers die zich nu voorbereiden<\/span><span data-contrast=\"auto\">,<\/span><span data-contrast=\"auto\"> door te investeren in automatisering, transparantie in te bouwen in AI-beslissingen en agenten bij te scholen voor werk met een hogere waarde, zullen degenen zijn die klaar zijn voor deze volgende sprong in klantervaring.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Omdat de toekomst van contactcenters misschien helemaal niet gaat over het verbinden van mensen met mensen. Het zou kunnen gaan over het verbinden van AI&#8217;s met AI&#8217;s, ten dienste van mensen.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> <div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":367,"featured_media":40940,"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-40617","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 v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>De toekomst van retailcontactcenters: AI-naar-AI-service | Calabrio<\/title>\n<meta name=\"description\" content=\"Ontdek hoe AI-to-AI service een nieuwe vorm geeft aan contactcentra in de detailhandel. 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