{"id":39232,"date":"2025-06-24T12:39:01","date_gmt":"2025-06-24T10:39:01","guid":{"rendered":"https:\/\/www.organisator.ch\/?p=39232"},"modified":"2025-06-24T11:02:26","modified_gmt":"2025-06-24T09:02:26","slug":"ki-agenten-im-b2b-kundendienst-auf-dem-vormarsch","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/it\/operational-excellence\/2025-06-24\/ki-agenten-im-b2b-kundendienst-auf-dem-vormarsch\/","title":{"rendered":"Agenti AI in aumento nel servizio clienti B2B"},"content":{"rendered":"<figure id=\"attachment_39233\" aria-describedby=\"caption-attachment-39233\" style=\"width: 680px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-39233 size-full\" src=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2025\/06\/KI-Agenten-im-B2B-Kundendienst-auf-dem-Vormarsch_Organisator.jpg\" alt=\"\" width=\"680\" height=\"454\" srcset=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2025\/06\/KI-Agenten-im-B2B-Kundendienst-auf-dem-Vormarsch_Organisator.jpg 680w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2025\/06\/KI-Agenten-im-B2B-Kundendienst-auf-dem-Vormarsch_Organisator-18x12.jpg 18w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2025\/06\/KI-Agenten-im-B2B-Kundendienst-auf-dem-Vormarsch_Organisator-375x250.jpg 375w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2025\/06\/KI-Agenten-im-B2B-Kundendienst-auf-dem-Vormarsch_Organisator-524x350.jpg 524w\" sizes=\"auto, (max-width: 680px) 100vw, 680px\" \/><figcaption id=\"caption-attachment-39233\" class=\"wp-caption-text\">Anche se gli agenti AI sono in aumento nel servizio clienti, l'interazione umana rimane importante. (Immagine: Depositphotos.com)<\/figcaption><\/figure>\n<p>Alla luce della crescente complessit\u00e0 dell'IT nell'era dell'AI, i fornitori di tecnologia stanno diventando sempre pi\u00f9 importanti per le aziende svizzere. Infatti, l'88% degli intervistati in Svizzera afferma che l'importanza di questi fornitori continuer\u00e0 a crescere grazie al loro supporto e ai loro servizi. L'IA basata su agenti svolger\u00e0 un ruolo sempre pi\u00f9 importante nell'interazione con i clienti B2B nei prossimi anni. L'82% degli intervistati in Svizzera ritiene che l'utilizzo di agenti AI nel servizio clienti aiuter\u00e0 la propria azienda a raggiungere i propri obiettivi. Ad esempio, gli ambienti IT e le operazioni IT possono essere resi pi\u00f9 efficienti e sicuri e i progetti IT strategici possono essere accelerati. \"L'IA basata su agenti diventer\u00e0 sempre pi\u00f9 efficiente nel risolvere i problemi IT negli ambienti aziendali\", afferma Liz Centoni, EVP e Chief Customer Experience Officer di Cisco. \"Molti problemi di rete sono causati da configurazioni errate, ad esempio, che i sistemi basati su agenti possono risolvere pi\u00f9 rapidamente. Questo porta a reti pi\u00f9 intelligenti, a una migliore sicurezza informatica e a team pi\u00f9 produttivi\".<\/p>\n<h3><strong>Le persone restano importanti<\/strong><\/h3>\n<p>Negli ultimi anni, le aziende tecnologiche hanno gi\u00e0 automatizzato i flussi di lavoro e introdotto l'IA per ottimizzare l'assistenza e i servizi per i clienti B2B. L'intelligenza artificiale basata su agenti pu\u00f2 assumere molti compiti, come coordinare i processi, prendere decisioni o apportare modifiche, stabilendo una connessione tra gli agenti in base al contesto. Gli agenti di IA hanno una memoria, si adattano ai compiti e possono adottare o consigliare misure in modo indipendente.<\/p>\n<p>Sebbene ci\u00f2 riduca ulteriormente i processi manuali, il controllo umano rimane indispensabile. Ad esempio, l'uomo deve fornire un feedback a un sistema di IA per migliorarne le prestazioni e ottenere risultati accurati e affidabili. Con il supporto dell'IA, i team del servizio clienti possono concentrarsi ancora di pi\u00f9 sulla risoluzione di problemi complessi. Infine, i clienti vogliono mantenere l'interazione umana quando utilizzano l'assistenza e i servizi. Il 93% degli intervistati in Svizzera afferma che il rapporto umano \u00e8 molto importante quando si interagisce con i partner tecnologici B2B.<\/p>\n<h3><strong>Altri risultati per la Svizzera<\/strong><\/h3>\n<p>Per l'82% degli intervistati in Svizzera, gli agenti di intelligenza artificiale consentono servizi personalizzati, proattivi e predittivi. Secondo l'82% dei partecipanti, chi li introdurr\u00e0 con successo otterr\u00e0 un vantaggio competitivo. Gli intervistati svizzeri riconoscono i vantaggi di una maggiore produttivit\u00e0 IT, di un risparmio di tempo e di costi e di un miglioramento del supporto e dei servizi. Inoltre, il 75% degli intervistati vede i vantaggi di un'esperienza cliente B2B supportata dall'intelligenza artificiale in ogni fase del ciclo di vita della tecnologia. Riconoscono le maggiori opportunit\u00e0 nelle aree dell'analisi dei dati per il processo decisionale, della risoluzione dei problemi e dell'implementazione. Infine, il 99% degli intervistati ritiene che solide norme di governance siano una base essenziale per l'uso etico dell'IA basata su agenti. Il 65% ritiene che i fornitori abbiano il dovere di rendere nota la propria visione di un'esperienza cliente supportata dall'IA.<\/p>\n<p>\"Basandoci su quattro decenni di esperienza, sulla nostra vasta conoscenza del settore e sulla fiducia dei nostri clienti, vogliamo ridefinire la Cisco Customer Experience come una funzione guidata dagli agenti\", aggiunge Liz Centoni. La nostra visione \u00e8 quella di rendere ogni interazione dei clienti con Cisco personalizzata, proattiva e predittiva, per far s\u00ec che tutti si sentano i nostri clienti pi\u00f9 importanti\". Ma anche se stiamo facendo grandi progressi, questo nuovo studio mostra molto chiaramente una cosa: dobbiamo essere ancora pi\u00f9 veloci\".<\/p>\n<p><em>Fonte: <a href=\"https:\/\/www.cisco.com\/\">Cisco<\/a><\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>La svolta dell'intelligenza artificiale basata su agenti nel servizio clienti per il settore B2B \u00e8 in pieno svolgimento. Lo dimostra uno studio di Cisco. Secondo lo studio, la met\u00e0 (50 %) delle interazioni con i clienti B2B in Svizzera sar\u00e0 gestita dall'IA nei prossimi 12 mesi.<\/p>","protected":false},"author":4,"featured_media":39233,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"KI-Agenten","_yoast_wpseo_metadesc":"Laut einer Studie werden bereits in den kommenden 12 Monaten die H\u00e4lfte der B2B-Kunden-Interaktionen durch KI-Agenten abgewickelt.","articlekey":"","footnotes":""},"categories":[582],"tags":[156,5423,5422,319],"class_list":["post-39232","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-operational-excellence","tag-digitalisierung","tag-ki-agenten","tag-kundendienst","tag-kuenstliche-intelligenz"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>KI-Agenten im B2B-Kundendienst auf dem Vormarsch - 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