सेल्सफोर्स रिपोर्टः भारत में 94 प्रतिशत सर्विस प्रोफेशनल्स ने कहा कि एआई से उनके समय की बचत होती है

नई दिल्ली: सीआरएम में ग्लोबल लीडर, सेल्सफोर्स ने आज अपनी नई स्टेट ऑफ सर्विस रिपोर्ट जारी की। इस रिपोर्ट में 30 देशों में 5,500 सर्विस प्रोफेशनल्स के बारे में सर्वे के परिणाम दिए गए हैं, जिनमें भारत के 300 प्रोफेशनल शामिल हैं।

इस रिपोर्ट में ग्राहक सेवा का निर्धारण करने वाली प्राथमिकताओं, चुनौतियों और रणनीतियों को शामिल किया गया है, जिनमें यह भी शामिल है कि सर्विस टीमें ग्राहकों की बढ़ती अपेक्षाओं के बीच अपना राजस्व, एफिशियंसी और ग्राहक संतुष्टि बढ़ाने के लिए किस प्रकार एआई और डेटा का उपयोग कर रही हैं।

इस अध्ययन के मुख्य परिणाम निम्नलिखित हैंः

संगठन एफिशियंसी बढ़ाने के लिए एआई का उपयोग कर रहे हैं। क्वालिटी से समझौता किए बिना सेवा में सुधार के लिए संगठन एआई के उपयोग की तरफ ज्यादा झुक रहे हैं।

  • भारत में 73 प्रतिशत सेवा संगठन एआई का उपयोग या आकलन कर रहे हैं।
  • भारत में 93 प्रतिशत सेवा संगठन इस साल एआई में निवेश बढ़ाना चाहते हैं।
  • भारत में सेवा के लिए एआई के उपयोग के सर्वोच्च 3 मामले हैं, ऑटोमेटेड सारांश और रिपोर्ट, समझदार ऑफर एवं परामर्श, ज्ञानपूर्ण लेख की रचना।
  • भारत में एआई का उपयोग करने वाले 94 प्रतिशत सर्विस प्रोफेशनल्स ने कहा कि इससे उनका समय बचता है।

सेवा संगठनों ने राजस्व निर्माण पर ध्यान केंद्रित किया। सेवा को लागत केंद्र के रूप में राजस्व निर्माता के रूप में देखने का चलन बढ़ रहा है, और सेवा टीमें विस्तार के लिए निवेश कर रही हैं।

  • भारत में 79 प्रतिशत संगठनों को उम्मीद है कि इस साल उनके राजस्व में सेवा का योगदान ज्यादा रहेगा।
  • भारत में 85 प्रतिशत सेवा संगठनों को इस साल ज्यादा बजट की उम्मीद है।
  • भारत में 80 प्रतिशत सेवा संगठन इस साल ज्यादा संख्या में लोगों की उम्मीद कर रहे हैं।

सेवा टीमों पर बढ़ती मांग का दबाव है। ग्राहकों की अपेक्षाएं बढ़ने के साथ सेवा एजेंट्स पर दबाव बढ़ रहा है।

  • भारत में सेवा एजेंट अपने समय का औसतन 35 प्रतिशत हिस्सा ग्राहकों की मदद करते हुए व्यतीत करते हैं।
  • भारत में 77 प्रतिशत सेवा संगठनों को अगले साल ज्यादा केस वॉल्यूम की उम्मीद है।
  • भारत में 88 प्रतिशत सेवा प्रोफेशनल्स का कहना है कि आज के ग्राहक पहले के मुकाबले ज्यादा मांग करने लगे हैं।

सेवा से उनकी डेटा क्षमताएं बढ़ती हैं। सेवा संगठन मानव एजेंट और एआई सिस्टम्स की मदद करने के लिए अपने डेटा इंटीग्रेशन को बढ़ा रहे हैं।

  • भारत में 92 प्रतिशत सेवा प्रोफेशनल्स ने कहा कि अन्य टीमों से डेटा की बेहतर उपलब्धता से सपोर्ट बढ़ेगी।
  • भारत में 81 प्रतिशत सेवा संगठन इस साल डेटा इंटीग्रेशन में अपने निवेश बढ़ा रहे हैं।

सेल्सफोर्स इंडिया में मैनेजिंग डायरेक्टर, सेल्स, अरुण कुमार परमेश्वरन ने कहा, ‘‘ग्राहकों की अपेक्षाएं लगातार बढ़ रही हैं। एआई के फायदे साफ दिख रहे हैं, जिनमें ज्यादा उत्पादकता, कीमतों में कमी, और बेहतर ग्राहक अनुभव शामिल हैं। संगठन डेटा क्षमताओं और ऑटोमेशन की परिपक्वता बढ़ाकर गुणवत्ता और स्पीड के साथ सेवा प्रदान करने में बेहतर संतुलन बनाने में समर्थ हो रहे हैं। एआई और डेटा से अगले स्तर का ग्राहक अनुभव मिल रहा है, और एआई विभिन्न उपयोगों में कारगर साबित हो रहा है, तथा राजस्व निर्माण के अवसर उत्पन्न करके ग्राहकों को अतुलनीय मूल्य प्रदान कर रहा है।’’

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  • October 30, 2024 at 5:44 am
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    You’re pushing with shoulders, and ending by pulling
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    References:

    steroid to cut fat (Anthony)

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