{"id":337,"date":"2024-06-19T14:09:00","date_gmt":"2024-06-19T12:09:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=337"},"modified":"2025-04-08T14:12:44","modified_gmt":"2025-04-08T12:12:44","slug":"undersokning-allt-fler-foretag-automatiserar-kundservice","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/se\/news\/press-releases\/2024\/06\/19\/undersokning-allt-fler-foretag-automatiserar-kundservice\/","title":{"rendered":"Unders\u00f6kning: Allt Fler F\u00f6retag Automatiserar Kundservice"},"content":{"rendered":"\n<p>En f\u00e4rsk rapport fr\u00e5n Salesforce visar att f\u00f6retag anv\u00e4nder AI-teknik i allt h\u00f6gre grad inom kundservice samtidigt som kundernas f\u00f6rv\u00e4ntningar \u00f6kar.&nbsp;<\/p>\n\n\n\n<p>P\u00e5 knappt tv\u00e5 \u00e5r har AI-tekniken hunnit s\u00e4tta en tydlig pr\u00e4gel inom kundservice, b\u00e5de n\u00e4r det g\u00e4ller kundernas f\u00f6rv\u00e4ntningar och f\u00f6retagens arbetss\u00e4tt. Fler f\u00f6retag anv\u00e4nder chatbotar som interagerar med kunder, AI-genererade svarsfunktioner och automatiserade sammanfattningar av kund\u00e4renden.<\/p>\n\n\n\n<p>Kunderna efterfr\u00e5gar i sin tur snabbare och mer konsekventa svar med minimal anstr\u00e4ngning.&nbsp;<\/p>\n\n\n\n<p>Denna trend framg\u00e5r i unders\u00f6kningen `State of Service\u00b4 som Salesforce ligger bakom. Studien \u00e4r global med 5 500 respondenter i olika befattningar fr\u00e5n tj\u00e4nstef\u00f6retag i 30 l\u00e4nder d\u00e4r Sverige finns representerat.&nbsp;<\/p>\n\n\n\n<p>Rapporten visar att 32 procent av de nordiska f\u00f6retagen har implementerat AI-l\u00f6sningar i sina organisationer. Motsvarande siffra globalt \u00e4r 49 procent.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Teknologin har mognat och service \u00e4r det omr\u00e5de d\u00e4r f\u00f6retag ser st\u00f6rst produktivitetsvinster genom att oms\u00e4tta teknikinvesteringar till faktiskt v\u00e4rde. Det \u00e4r ett s\u00e4tt att differentiera sig p\u00e5 marknaden. Vi tror att den h\u00e4r trenden kommer att h\u00e5lla i sig, s\u00e4ger\u00a0 Frank Rombouts, Nordenchef Cloud Sales p\u00e5 Salesforce.<\/li>\n<\/ul>\n\n\n\n<p>Rapporten visar att h\u00e4lften av de nordiska respondenterna experimenterar med tekniken. Och 15 procent utv\u00e4rderar m\u00f6jligheten att inf\u00f6ra tekniken i sina organisationer. Bara 10 procent svarar att de inte har planer p\u00e5 att anv\u00e4nda AI.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>M\u00e5nga f\u00f6retag \u00e4r l\u00e5ngt framme i utvecklingen och visar redan lovande resultat. F\u00f6r m\u00e5nga handlar det om att kunna g\u00f6ra tio saker v\u00e4sentligt b\u00e4ttre. Det \u00e4r oftast d\u00e4r mest v\u00e4rde skapas, \u00e4n att skapa en v\u00e4rldsomv\u00e4lvande AI-applikation, s\u00e4ger Frank Rombouts.\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-kunder-efterfragar-snabbare-service\">Kunder efterfr\u00e5gar snabbare service<\/h2>\n\n\n\n<p>En majoritet av de nordiska respondenterna, 85 procent, uppger att kundernas f\u00f6rv\u00e4ntningar \u00e4r h\u00f6gre nu \u00e4n tidigare. Globalt \u00e4r siffran 86 procent.&nbsp;<\/p>\n\n\n\n<p>Samtidigt vill kunder snabbare service som \u00e4r skr\u00e4ddarsydda f\u00f6r just dem. Drygt 80 procent av kunderna i Norden och 77 procent globalt f\u00f6rv\u00e4ntar sig att direkt kunna prata med n\u00e5gon n\u00e4r de kontaktar ett f\u00f6retag.<\/p>\n\n\n\n<p>Enligt Frank Rombouts s\u00f6ker inte kunder n\u00f6dv\u00e4ndigtvis alltid personlig service. De flesta f\u00f6redrar chatbotar eller AI-baserad kundtj\u00e4nst om de kan f\u00e5 snabba och konsekventa svar.&nbsp;&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Personlig kundtj\u00e4nst leder ofta till k\u00f6er, vilket frustrerar kunder. Det \u00e4r dyrt f\u00f6r f\u00f6retagen att tillhandah\u00e5lla och inte l\u00f6nsamt att anst\u00e4lla tillr\u00e4ckligt med personal f\u00f6r att undvika k\u00f6er, s\u00e4ger Frank Rombouts.<\/li>\n<\/ul>\n\n\n\n<p>Enligt rapporten l\u00f6ser sj\u00e4lvbetj\u00e4ning uppskattningsvis 54 procent av kund\u00e4renden hos f\u00f6retag som erbjuder det.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>M\u00e5let med kundtj\u00e4nst b\u00f6r vara att hj\u00e4lpa kunderna effektivt och snabbt. Det \u00e4r vad som g\u00f6r kunderna n\u00f6jda. F\u00f6retag vill naturligtvis erbjuda ett personligt bem\u00f6tande, men det beh\u00f6vs oftast bara i speciella fall, s\u00e4ger Frank Rombouts och till\u00e4gger:\u00a0<\/li>\n\n\n\n<li>AI \u00e4r inte perfekt, men hanterar enkla fr\u00e5gor v\u00e4l och \u00e4r tillg\u00e4nglig dygnet runt. Kunder uppskattar det. De som verkligen beh\u00f6ver personlig service kan slussas vidare, s\u00e4ger han.<\/li>\n\n\n\n<li>AI \u00e4r fortfarande nytt f\u00f6r m\u00e5nga f\u00f6retag och tekniken \u00e4r fortfarande i sin linda. Men de som anv\u00e4nder tekniken m\u00e4rker redan stora f\u00f6rdelar. Bland nordiska f\u00f6retag s\u00e4ger en \u00f6verv\u00e4ldigande majoritet (92 procent) av respondenterna att tekniken sparar tid.<\/li>\n\n\n\n<li>Ett framg\u00e5ngsrikt exempel \u00e4r ett f\u00f6retag inom sjukf\u00f6rs\u00e4kringar. Under \u00e5tta veckor samlade man data fr\u00e5n chattar, mejl och telefonsamtal. De tr\u00e4nade sin AI med denna data och lyckades s\u00e4nka svarstiderna med 90 procent. Att uppn\u00e5 det i en s\u00e5 pass reglerad bransch \u00e4r imponerande, s\u00e4ger Frank Rombouts.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-undersokningen-visar-aven-att-nordensiffror-inom-parentes-nbsp\">Unders\u00f6kningen visar \u00e4ven att (Nordensiffror inom parentes):&nbsp;<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>80 procent (85) av handl\u00e4ggarna s\u00e4ger att b\u00e4ttre tillg\u00e5ng till data fr\u00e5n andra avdelningar skulle f\u00f6rb\u00e4ttra deras arbete.<\/li>\n\n\n\n<li>83 procent (75) av beslutsfattarna planerar att investera mer i dataintegration n\u00e4sta \u00e5r.<\/li>\n\n\n\n<li>85 procent (90) av servicemedarbetarna uppger att tekniken hj\u00e4lper dem att minska kostnaderna.<\/li>\n\n\n\n<li>93 procent (92) s\u00e4ger att AI-tekniken sparar tid.\u00a0<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>En f\u00e4rsk rapport fr\u00e5n Salesforce visar att f\u00f6retag anv\u00e4nder AI-teknik i allt h\u00f6gre grad inom kundservice samtidigt som kundernas f\u00f6rv\u00e4ntningar \u00f6kar.&nbsp; P\u00e5 knappt tv\u00e5 \u00e5r har AI-tekniken hunnit s\u00e4tta en tydlig pr\u00e4gel inom kundservice, b\u00e5de n\u00e4r det g\u00e4ller kundernas f\u00f6rv\u00e4ntningar och f\u00f6retagens arbetss\u00e4tt. Fler f\u00f6retag anv\u00e4nder chatbotar som interagerar med kunder, AI-genererade svarsfunktioner och automatiserade [&hellip;]<\/p>\n","protected":false},"author":267,"featured_media":203,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[54],"sf_theme":[59],"sf_topic":[278,15],"sf_product":[87,67],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[128],"sf_collection":[],"sf_visibility":[],"coauthors":[272],"class_list":["post-337","sf_press_release","type-sf_press_release","status-publish","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-digital-transformation","sf_product-service-cloud","sf_product-customer-360","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Unders\u00f6kning: Allt Fler F\u00f6retag Automatiserar Kundservice - Salesforce<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Unders\u00f6kning: Allt Fler F\u00f6retag Automatiserar Kundservice\" \/>\n<meta property=\"og:description\" content=\"En f\u00e4rsk rapport fr\u00e5n Salesforce visar att f\u00f6retag anv\u00e4nder AI-teknik i allt h\u00f6gre grad inom kundservice samtidigt som kundernas f\u00f6rv\u00e4ntningar \u00f6kar.&nbsp; P\u00e5 knappt tv\u00e5 \u00e5r har AI-tekniken hunnit s\u00e4tta en tydlig pr\u00e4gel inom kundservice, b\u00e5de n\u00e4r det g\u00e4ller kundernas f\u00f6rv\u00e4ntningar och f\u00f6retagens arbetss\u00e4tt. 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