{"id":2141,"date":"2025-08-08T16:45:36","date_gmt":"2025-08-08T16:45:36","guid":{"rendered":"https:\/\/kahea.ai\/?p=2141"},"modified":"2025-08-12T18:18:42","modified_gmt":"2025-08-12T18:18:42","slug":"ivr-still-matters","status":"publish","type":"post","link":"https:\/\/kahea.ai\/es\/ivr-still-matters\/","title":{"rendered":"IVR sigue siendo importante"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"2141\" class=\"elementor elementor-2141\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d55b019 e-flex e-con-boxed e-con e-parent\" data-id=\"d55b019\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-462f09d e-con-full e-flex e-con e-child\" data-id=\"462f09d\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2b570ba elementor-widget__width-initial elementor-widget-tablet__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"2b570ba\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">IVR sigue siendo importante<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad53767 elementor-widget elementor-widget-heading\" data-id=\"ad53767\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">8 de agosto de 2025<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0ee8eac e-con-full e-flex e-con e-child\" data-id=\"0ee8eac\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-22e8655 e-flex e-con-boxed e-con e-parent\" data-id=\"22e8655\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8f4d145 elementor-widget elementor-widget-text-editor\" data-id=\"8f4d145\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tLos sistemas de respuesta de voz interactiva (IVR) siguen siendo el canal de servicio de primera l\u00ednea dominante, incluso en la era de los chatbots de inteligencia artificial generativa, porque la mayor\u00eda de los clientes siguen prefiriendo coger el tel\u00e9fono.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ca2551 elementor-widget elementor-widget-text-editor\" data-id=\"3ca2551\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La IVR gestiona aproximadamente el doble de interacciones que los agentes en directo y cinco veces m\u00e1s que el chat, y se prev\u00e9 que el mercado mundial de la IVR crezca de 5.000 millones de euros en 2022 a 9.000 millones de euros en 2030.<\/p><p>Lo que diferencia a los mejores IVR de hoy de los men\u00fas de los a\u00f1os 90 que frustran a los usuarios es la personalizaci\u00f3n. Empresas l\u00edderes:<\/p><p>Redise\u00f1ar los flujos de llamadas con principios centrados en el ser humano: redacci\u00f3n m\u00e1s sencilla, voces sintetizadas con empat\u00eda y bifurcaciones en funci\u00f3n del contexto que reduzcan el esfuerzo y el tiempo de espera.<\/p><p>Incorpore motores predictivos que utilicen el historial de la persona que llama para anticipar la intenci\u00f3n (por ejemplo, ofrecer una comprobaci\u00f3n de saldo instant\u00e1nea a alguien que siempre llama el d\u00eda de pago).<\/p><p>Incorpore IA\/NLU conversacional para que los clientes puedan exponer sus necesidades de forma natural y obtener resoluciones r\u00e1pidas sin necesidad de un agente.<\/p><p>Estas actualizaciones no requieren arrancar las plataformas heredadas. He aqu\u00ed una breve hoja de ruta de tres pasos:<\/p><ul><li>Paso 1: Utilice la anal\u00edtica para encontrar los \"puntos de ruptura\" en los que los usuarios abandonan la llamada o no responden a un agente.<\/li><li>Paso 2: Reimaginar los viajes prioritarios desde cero e incorporar datos contextuales.<\/li><li>Paso 3: A\u00f1adir predicci\u00f3n basada en aprendizaje autom\u00e1tico y funciones conversacionales completas.<br \/><br \/><\/li><\/ul><p>Saltarse el paso 1 es arriesgado, ya que puede convertir viejos puntos de dolor en una nueva y brillante tecnolog\u00eda. Las empresas con mejores resultados pasan continuamente por estas olas, utilizando datos recientes de los clientes para mantener el IVR en evoluci\u00f3n. Los resultados obtenidos son puntuaciones de satisfacci\u00f3n cinco veces m\u00e1s altas, resoluci\u00f3n de problemas m\u00e1s r\u00e1pida y un 10% menos de llamadas de agentes en directo, todo ello cumpliendo las expectativas de los clientes modernos de un servicio sin esfuerzo.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ab945a elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-image\" data-id=\"5ab945a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"944\" height=\"507\" src=\"https:\/\/kahea.ai\/wp-content\/uploads\/2025\/07\/blog_body_temp.jpg\" class=\"attachment-full size-full wp-image-2143\" alt=\"\" srcset=\"https:\/\/kahea.ai\/wp-content\/uploads\/2025\/07\/blog_body_temp.jpg 944w, https:\/\/kahea.ai\/wp-content\/uploads\/2025\/07\/blog_body_temp-300x161.jpg 300w, https:\/\/kahea.ai\/wp-content\/uploads\/2025\/07\/blog_body_temp-768x412.jpg 768w\" sizes=\"(max-width: 944px) 100vw, 944px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-50bbcd0 e-flex e-con-boxed e-con e-parent\" data-id=\"50bbcd0\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-036320f e-flex e-con-boxed e-con e-child\" data-id=\"036320f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8e2fa1d elementor-widget__width-inherit elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"8e2fa1d\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-83a885c elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"83a885c\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">\u00bfTe ha gustado este post? \u00a1Comp\u00e1rtelo!<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-01b61a0 elementor-share-buttons--view-icon elementor-share-buttons--skin-flat elementor-share-buttons--color-custom elementor-share-buttons--shape-circle elementor-grid-3 elementor-grid-tablet-3 elementor-grid-mobile-3 elementor-widget 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256z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_twitter\" role=\"button\" tabindex=\"0\" aria-label=\"Compartir en twitter\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg class=\"e-font-icon-svg e-fab-twitter\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M459.37 151.716c.325 4.548.325 9.097.325 13.645 0 138.72-105.583 298.558-298.558 298.558-59.452 0-114.68-17.219-161.137-47.106 8.447.974 16.568 1.299 25.34 1.299 49.055 0 94.213-16.568 130.274-44.832-46.132-.975-84.792-31.188-98.112-72.772 6.498.974 12.995 1.624 19.818 1.624 9.421 0 18.843-1.3 27.614-3.573-48.081-9.747-84.143-51.98-84.143-102.985v-1.299c13.969 7.797 30.214 12.67 47.431 13.319-28.264-18.843-46.781-51.005-46.781-87.391 0-19.492 5.197-37.36 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elementor-size-default\">Suscr\u00edbase a nuestro bolet\u00edn<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a613b31 elementor-widget__width-initial elementor-widget-tablet__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"a613b31\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Mant\u00e9ngase al d\u00eda con las \u00faltimas noticias, consejos y ofertas exclusivas directamente en su bandeja de entrada.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1cc1625 elementor-widget__width-inherit elementor-widget elementor-widget-shortcode\" data-id=\"1cc1625\" data-element_type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div 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id=\"form-field-form_recaptcha\"><div class=\"elementor-g-recaptcha\" data-sitekey=\"6LfrJFYrAAAAAMtPCTmKCzqLFPNy_gl19S64mBek\" data-type=\"v3\" data-action=\"Form\" data-badge=\"bottomright\" data-size=\"invisible\"><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-group elementor-column elementor-field-type-submit elementor-col-20 e-form__buttons elementor-md-25 elementor-sm-100\">\n\t\t\t\t\t<button class=\"elementor-button elementor-size-sm\" type=\"submit\" id=\"submit_cta\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Enviar<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<input type=\"hidden\" name=\"trp-form-language\" 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class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">\u00bfLe ha gustado este art\u00edculo?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f56edc5 elementor-widget__width-initial elementor-widget-tablet__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"f56edc5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Y hay mucho m\u00e1s. Haz clic a continuaci\u00f3n para leer m\u00e1s y estar al d\u00eda.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f90f2fe elementor-tablet-align-left elementor-mobile-align-left elementor-align-left elementor-widget elementor-widget-button\" data-id=\"f90f2fe\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/kahea.ai\/es\/blog\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Seguir leyendo<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a9ae611 e-con-full e-flex e-con e-child\" data-id=\"a9ae611\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Los sistemas de respuesta de voz interactiva (IVR) siguen siendo el canal de servicio de primera l\u00ednea dominante, incluso en la era de los chatbots de inteligencia artificial generativa, porque la mayor\u00eda de los clientes siguen prefiriendo coger el tel\u00e9fono.<\/p>","protected":false},"author":2,"featured_media":2142,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"footnotes":""},"categories":[8],"tags":[],"class_list":["post-2141","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-article"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.3 (Yoast SEO v25.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>IVR Still Matters! 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