{"id":1220,"date":"2023-08-09T08:42:55","date_gmt":"2023-08-09T08:42:55","guid":{"rendered":"https:\/\/news.sap.com\/poland\/?p=1220"},"modified":"2024-02-09T18:34:26","modified_gmt":"2024-02-09T18:34:26","slug":"sap-story-chatbot-basia-napedzany-technologia-sap-business-ai","status":"publish","type":"post","link":"https:\/\/news.sap.com\/poland\/2023\/08\/sap-story-chatbot-basia-napedzany-technologia-sap-business-ai\/","title":{"rendered":"Chatbot Basia nap\u0119dzany technologi\u0105 SAP Business AI"},"content":{"rendered":"

ChatGPT z pewno\u015bci\u0105 zapad\u0142 w masow\u0105 \u015bwiadomo\u015b\u0107. Z jednej strony, rzadko kiedy produkt technologiczny zdobywa tak olbrzymi\u0105 popularno\u015b\u0107 w tak kr\u00f3tkim czasie (100 milion\u00f3w u\u017cytkownik\u00f3w w ci\u0105gu dw\u00f3ch miesi\u0119cy). Z drugiej strony, rozwi\u0105zanie stworzone przez OpenAI zdoby\u0142o tak wielk\u0105 przestrze\u0144 publiczn\u0105, \u017ce nieco przy\u0107mi\u0142o inne, r\u00f3wnie fascynuj\u0105ce rozwi\u0105zania na bazie chatbot\u00f3w. Oto przyk\u0142ad skutecznie funkcjonuj\u0105cego bota, kt\u00f3ry powsta\u0142 w oparciu o technologi\u0119 SAP Business AI \u2013 ma on na imi\u0119 Basia i pomaga klientom Sp\u00f3\u0142ki Aquanet.<\/strong><\/p>\n

Jak wynika z analiz Juniper Research<\/a>, rynek chatbot\u00f3w na koniec 2023 roku ma osi\u0105gn\u0105\u0107 warto\u015b\u0107 12 miliard\u00f3w dolar\u00f3w i urosn\u0105\u0107 do 2028 prawie pi\u0119ciokrotnie (dok\u0142adnie o 470%) i osi\u0105gn\u0105\u0107 ca\u0142kowit\u0105 wycen\u0119 na poziomie 72 mld dol. Ten boom jest nap\u0119dzany m. in. przez to, \u017ce firmy na ca\u0142ym \u015bwiecie postrzegaj\u0105 rozwi\u0105zania wykorzystuj\u0105ce konwersacyjne boty jako ogromn\u0105 oszcz\u0119dno\u015b\u0107 niezwykle cennych zasob\u00f3w \u2013 czasu i pracy. Z analiz Sortlist<\/a> wynika, \u017ce zar\u00f3wno pracownicy jak i pracodawcy oczekuj\u0105, \u017ce dzi\u0119ki wykorzystaniu r\u00f3\u017cnych narz\u0119dzi opartych o sztuczn\u0105 inteligencj\u0119 produktywno\u015b\u0107 pracy wzro\u015bnie o co najmniej 25%, ale przewiduj\u0105, \u017ce mo\u017ce to by\u0107 nawet 50%.<\/p>\n

Aquanet stawia na chatbota<\/strong><\/p>\n

Jedn\u0105 z firm, kt\u00f3ra postanowi\u0142a jeszcze przed boomem na ChatGPT zainwestowa\u0107 w technologi\u0119 chatbotow\u0105 jest Aquanet S.A. Ten podmiot nale\u017cy do\u00a0czo\u0142\u00f3wki przedsi\u0119biorstw wodoci\u0105gowych w\u00a0Polsce \u2013 obs\u0142uguje ponad 900\u00a0000 mieszka\u0144c\u00f3w powiatu pozna\u0144skiego i kilku gmin z innych powiat\u00f3w. Aquanet S.A. \u015bwiadczy us\u0142ugi zbiorowego zaopatrzenia w wod\u0119 i odprowadzania \u015bciek\u00f3w. Sp\u00f3\u0142ka obs\u0142uguje ponad 109\u00a0000 klient\u00f3w.<\/p>\n

Jesieni\u0105 2022 roku, firma zako\u0144czy\u0142a wdro\u017cenie systemu contact center firmy Sinch w obszarze obs\u0142ugi klienta i udost\u0119pni\u0142a swoim klientom opr\u00f3cz kana\u0142u telefonicznego, nowy kana\u0142 komunikacji \u2013 chat na \u017cywo z konsultantem. Chat zosta\u0142 umieszczony na stronie internetowej jako integralna cz\u0119\u015b\u0107 nowego systemu contact center i jest obs\u0142ugiwany przez osoby pracuj\u0105ce na infolinii. W zale\u017cno\u015bci od wybranego tematu rozmowy, klient mo\u017ce czatowa\u0107 z doradcami z r\u00f3\u017cnych obszar\u00f3w dzia\u0142ania sp\u00f3\u0142ki.<\/p>\n

Natomiast w styczniu 2023 roku, gdy ChatGPT zdobywa\u0142 kolejne miliony u\u017cytkownik\u00f3w, kana\u0142 chat Aquanet zosta\u0142 uzupe\u0142niony o bota – Basi\u0119, Wirtualn\u0105 Doradczyni\u0119 Klienta. Ten chatbot wykorzystuje rozwi\u0105zania sztucznej inteligencji oparte o jedn\u0105 z us\u0142ug SAP Business Technology Platform (BTP) – SAP Business AI.<\/p>\n

Co potrafi chatbot Basia?<\/strong><\/p>\n

Inteligentny bot Basia spe\u0142nia podstawowe funkcje informacyjne i pomaga w znalezieniu rozwi\u0105zania najcz\u0119\u015bciej zg\u0142aszanych spraw jak np. zg\u0142oszenie awarii, przerwy w dostawie wody, podpisanie umowy, pod\u0142\u0105czenie do sieci, udziela informacji o cenach i taryfach oraz poleceniu zap\u0142aty. Bot podjae r\u00f3wnie\u017c odpowiedzi na najcz\u0119\u015bciej zadawane pytania klient\u00f3w.<\/p>\n

\n

\u2013 Je\u017celi bot nie odpowie na pytanie, wtedy klient ma mo\u017cliwo\u015b\u0107 po\u0142\u0105czenia z pracownikiem infolinii i zgodnie z zasadami inteligentnego routingu zostaje przekierowany do odpowiedniego konsultanta. Baza wiedzy bota oraz zakres udzielanej pomocy i obs\u0142ugi jest stale rozbudowywane \u2013 informuje Katarzyna Szram, Dyrektorka Sprzeda\u017cy w Sp\u00f3\u0142ce Aquanet.<\/strong><\/p>\n<\/blockquote>\n

Jak informuje sp\u00f3\u0142ka, za\u0142o\u017ceniem uruchomienia sztucznej inteligencji by\u0142o to, aby bot nosi\u0142 znamiona cech ludzkich. W\u0142a\u015bnie dlatego otrzyma\u0142 imi\u0119 Basia. Dlaczego akurat takie imi\u0119 otrzyma\u0142 bot Aquanet? Odwzorowuje to fakt, \u017ce wi\u0119kszo\u015b\u0107 pracownik\u00f3w infolinii Aquanet S.A. to kobiety. Dodatkowo, zadbano o form\u0119 przekazu i komunikacji bota z klientami, aby by\u0142a to forma przyjazna. Przyk\u0142adowo, bot AI w nast\u0119puj\u0105cy spos\u00f3b wita si\u0119 z klientem:<\/p>\n

\u201eDzie\u0144 dobry, jestem Basia – Wirtualna Doradczyni Klienta. Zanim zaczniemy rozmow\u0119 chc\u0119 poinformowa\u0107, \u017ce administratorem Twoich danych osobowych jest Aquanet S.A. Szczeg\u00f3\u0142owe informacje na temat ich przetwarzania znajdziesz w Polityce Prywatno\u015bci. B\u0119dzie mi \u0142atwiej zrozumie\u0107, je\u017celi zadasz swoje pytanie jednym zdaniem. Pami\u0119taj, \u017ce nie jestem cz\u0142owiekiem. W czym mog\u0119 Ci pom\u00f3c?\u201d<\/em><\/p>\n

Basia mo\u017ce by\u0107 r\u00f3wnie\u017c kana\u0142em wykorzystywanym przez cudzoziemc\u00f3w, kt\u00f3rym \u0142atwiej jest komunikowa\u0107 si\u0119 pisz\u0105c ni\u017c rozmawiaj\u0105c.<\/p>\n

\n

\u2013 Basia doskonale sprawdza si\u0119 poza godzinami pracy infolinii i w dni wolne. Wdro\u017cenie sztucznej inteligencji opiera si\u0119 w du\u017cej mierze na uczeniu bota. Nale\u017cy przygotowa\u0107 wiele fraz, kt\u00f3re bot rozpoznaje jako intencje i udziela odpowiedzi zgodnie z zaszyt\u0105 logik\u0105 i wysokim prawdopodobie\u0144stwem udzielenia w\u0142a\u015bciwej odpowiedzi \u2013 wyja\u015bnia Sebastian Tur, Dyrektor Techniczny Comtrust Sp. z o.o.<\/strong><\/p>\n<\/blockquote>\n

Za wdro\u017cenie chatbota wykorzystuj\u0105cego rozwi\u0105zania SAP Business AI odpowiada partner SAP \u2013 firma Comtrust.<\/p>\n

Etyka u podstaw rozwi\u0105za\u0144 AI<\/strong><\/p>\n

U progu nowej ery AI, SAP wzmacnia swoje zaanga\u017cowanie w osadzanie pot\u0119\u017cnych mo\u017cliwo\u015bci AI w ca\u0142ym swoim portfolio, aby zapewni\u0107 klientom mo\u017cliwo\u015b\u0107 rozwi\u0105zywania krytycznych dla biznesu problem\u00f3w w codziennych operacjach i procesach. Klienci mog\u0105 bez obaw korzysta\u0107 z SAP Business AI, poniewa\u017c jest ona tworzona w spos\u00f3b odpowiedzialny. Etyka i regulacja powstawania rozwi\u0105za\u0144 AI to obecnie jedno z najwi\u0119kszych wyzwa\u0144 przed jakim stoi ten segment rynku technologicznego.<\/p>\n

\n

\u2013 Dynamiczny rozw\u00f3j w przestrzeni Generative AI jasno pokaza\u0142, \u017ce pilnie potrzebujemy mi\u0119dzynarodowych zasad i wytycznych dotycz\u0105cych sztucznej inteligencji. Powstawanie unijnych czy krajowych legislacji to jednak proces \u017cmudny, dlatego te\u017c sektor technologiczny stawia ju\u017c teraz na samoregulacje. W SAP byli\u015bmy jedn\u0105 z pierwszych europejskich firm, kt\u00f3re zdefiniowa\u0142y zasady etyczne dla tw\u00f3rc\u00f3w rozwi\u0105za\u0144 AI. Ju\u017c w 2018 roku utworzyli\u015bmy komitet steruj\u0105cy ds. etyki AI oraz panel doradczy z\u0142o\u017cony z zewn\u0119trznych ekspert\u00f3w ze \u015brodowisk akademickich, politycznych i przemys\u0142owych, kt\u00f3ry pom\u00f3g\u0142 nam wytyczy\u0107 kurs i monitorowa\u0107 nasze podej\u015bcie. W styczniu 2022 r. wprowadzili\u015bmy globaln\u0105 polityk\u0119 etyczn\u0105 SAP w zakresie sztucznej inteligencji, aby wyja\u015bni\u0107, w jaki spos\u00f3b zasady etyczne SAP s\u0105 stosowane w naszej codziennej pracy. To w\u0142a\u015bnie na tych fundamentach powsta\u0142a Basia \u2013 podkre\u015bla Marcin Demkiw, dyrektor ds. wsparcia sprzeda\u017cy w SAP Polska.<\/strong><\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"

ChatGPT z pewno\u015bci\u0105 zapad\u0142 w masow\u0105 \u015bwiadomo\u015b\u0107. Z jednej strony, rzadko kiedy produkt technologiczny zdobywa tak olbrzymi\u0105 popularno\u015b\u0107 w tak kr\u00f3tkim czasie (100 milion\u00f3w u\u017cytkownik\u00f3w…<\/p>\n","protected":false},"author":863,"featured_media":1754,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5567139,4533504,5567138,5567142,4534807],"tags":[5567077,5567076,5567078,5567156],"sapn-display":[5567129,4532314,5567127],"sapn-type":[4448],"class_list":["post-1220","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-technology-platform","category-chmura","category-crm-i-customer-experience","category-edukacja","category-klient","tag-aquanet","tag-chatbot-basia","tag-sap-business-ai","tag-sap-business-technology-platform","sapn-display-prasowa-hero","sapn-display-topic-hero","sapn-display-prasowa-spotlight","sapn-type-newsbyte"],"yoast_head":"\nChatbot Basia nap\u0119dzany technologi\u0105 SAP Business AI - SAP Poland Centrum Wiadomo\u015bci<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/poland\/2023\/08\/sap-story-chatbot-basia-napedzany-technologia-sap-business-ai\/\" \/>\n<meta property=\"og:locale\" content=\"pl_PL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Chatbot Basia nap\u0119dzany technologi\u0105 SAP Business AI\" \/>\n<meta property=\"og:description\" content=\"ChatGPT z pewno\u015bci\u0105 zapad\u0142 w masow\u0105 \u015bwiadomo\u015b\u0107. 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