{"id":11688,"date":"2025-11-19T16:04:08","date_gmt":"2025-11-19T14:04:08","guid":{"rendered":"https:\/\/www.profession.hu\/hrfeed\/?p=11688"},"modified":"2025-11-19T16:04:08","modified_gmt":"2025-11-19T14:04:08","slug":"mi-lesz-az-ugyfelszolgalati-allasokkal-a-mesterseges-intelligencia-koraban","status":"publish","type":"post","link":"https:\/\/www.profession.hu\/hrfeed\/mi-lesz-az-ugyfelszolgalati-allasokkal-a-mesterseges-intelligencia-koraban\/","title":{"rendered":"Mi lesz az \u00fcgyf\u00e9lszolg\u00e1lati \u00e1ll\u00e1sokkal a mesters\u00e9ges intelligencia kor\u00e1ban?"},"content":{"rendered":"<p><strong>T\u00f6bb mint 10 sz\u00e1zal\u00e9kkal cs\u00f6kkent a meghirdetett \u00fcgyf\u00e9lszolg\u00e1lati \u00e1ll\u00e1sok sz\u00e1ma tavaly \u00f3ta \u2013 der\u00fcl ki a Profession.hu elemz\u00e9s\u00e9b\u0151l. A jelent\u0151s visszaes\u00e9s a telefonos \u00e9s a szem\u00e9lyes kapcsolattart\u00e1shoz k\u00f6thet\u0151 poz\u00edci\u00f3kn\u00e1l figyelhet\u0151 meg, ami beleillik az ut\u00f3bbi \u00e9vek trendj\u00e9be: a v\u00e1llalatok igyekeznek az online fel\u00fcleteikre terelni az \u00fcgyfeleiket \u00e9s automatiz\u00e1l\u00e1ssal jav\u00edtani a folyamataik hat\u00e9konys\u00e1g\u00e1t, mik\u00f6zben a munkav\u00e1llal\u00f3ik is magasabb hozz\u00e1adott \u00e9rt\u00e9ket teremt\u0151 feladatokat v\u00e9gezhetnek.<\/strong><\/p>\n<h2><strong>Online fel\u00edvel\u00e9s<\/strong><\/h2>\n<p>A Profession.hu adatai alapj\u00e1n az \u00fcgyf\u00e9lszolg\u00e1lati poz\u00edci\u00f3k k\u00f6z\u00fcl legnagyobb visszaes\u00e9st a k\u00e1rszak\u00e9rt\u0151 (-37%), kintl\u00e9v\u0151s\u00e9gkezel\u0151 (-34%), szem\u00e9lyes (-20%) \u00e9s telefonos (-12%) \u00fcgyf\u00e9lszolg\u00e1lati poz\u00edci\u00f3k mutatt\u00e1k. Ezzel szemben az online \u00fcgyf\u00e9lszolg\u00e1lat (+48%) \u00e9s a vev\u0151szolg\u00e1lat (+22%) kateg\u00f3ri\u00e1kban jelent\u0151s n\u00f6veked\u00e9s l\u00e1that\u00f3. Az \u00fcgyf\u00e9lszolg\u00e1lati munka teh\u00e1t egyre ink\u00e1bb a digit\u00e1lis csatorn\u00e1k ir\u00e1ny\u00e1ba tol\u00f3dik el.<\/p>\n<p>Ezt j\u00f3r\u00e9szt az emberek, a szolg\u00e1ltat\u00e1ssal kapcsolatos preferenci\u00e1inak v\u00e1ltoz\u00e1sa okozza: egyre ink\u00e1bb jellemz\u0151, hogy az egyszer\u0171 \u00fcgyeket online int\u00e9zz\u00fck, \u00e9s a komplexebb probl\u00e9m\u00e1kkal fordulunk a vev\u0151szolg\u00e1latokhoz. A tendencia azonban nem jelenti azt, hogy neh\u00e9z helyzetbe ker\u00fcltek a nem-digit\u00e1lis \u00fcgyf\u00e9lszolg\u00e1lattal foglalkoz\u00f3k, ugyanis a ter\u00fcleten bel\u00fcl meghirdetett \u00e1ll\u00e1sok d\u00f6nt\u0151 t\u00f6bbs\u00e9ge m\u00e9g mindig alapvet\u0151en hagyom\u00e1nyos \u00fcgyf\u00e9lszolg\u00e1latra vonatkoz\u00f3 feladatk\u00f6rt tartalmaz, csak \u00e9pp az online egyre nagyobb r\u00e9szt tesz ki a kateg\u00f3ri\u00e1n bel\u00fcl.<\/p>\n<p><span style=\"width: 100%;\"><img decoding=\"async\" alt=\"\" width=\"130\" height=\"130\" title=\"nemeth-kiraly-csilla\" data-id=\"11694\" src=\"https:\/\/www.profession.hu\/hrfeed\/wp-content\/uploads\/2025\/11\/nemeth-kiraly-csilla-scaled.jpg\" style=\"\" data-pagespeed-url-hash=\"2024782799\" onload=\"pagespeed.CriticalImages.checkImageForCriticality(this);\" data-width=\"130\" data-height=\"130\" data-init-width=\"2560\" data-init-height=\"2560\" loading=\"lazy\"><\/span><\/p>\n<p>N\u00e9meth-Kir\u00e1ly Csilla<\/p>\n<p>a Profession.hu \u00fcgyf\u00e9lszolg\u00e1lati \u00e9s oper\u00e1ci\u00f3s igazgat\u00f3ja<\/p>\n<p>Az \u00fcgyf\u00e9lszolg\u00e1lati munka m\u00e1r nem egy-egy csatorna kiszolg\u00e1l\u00e1s\u00e1r\u00f3l sz\u00f3l, hanem arr\u00f3l, hogy a munkat\u00e1rsak komplex, csatorn\u00e1kon \u00e1t\u00edvel\u0151 probl\u00e9m\u00e1kat tudjanak megoldani. A c\u00e9geknek \u00e9rdemes nem csak az automatiz\u00e1ci\u00f3s megold\u00e1saikat fejleszteni, hanem a munkav\u00e1llal\u00f3ik k\u00e9pz\u00e9s\u00e9re is oda kell figyelni\u00fck, hogy ismerj\u00e9k az \u00faj technol\u00f3gi\u00e1k ny\u00fajtotta megold\u00e1sokat \u00e9s hat\u00e9konyan tudj\u00e1k azokat haszn\u00e1lni. A mesters\u00e9ges intelligencia legink\u00e1bb tehermentes\u00edt\u00e9st jelent a koll\u00e9g\u00e1knak, a felszabadul\u00f3 kapacit\u00e1st pedig sokkal ink\u00e1bb \u00e9rt\u00e9kteremt\u0151 munk\u00e1ba tudj\u00e1k fektetni. Ilyen lehet az \u00fcgyf\u00e9lig\u00e9nyek pontosabb meg\u00e9rt\u00e9se \u00e9s az azokra t\u00f6rt\u00e9n\u0151 reag\u00e1l\u00e1s is, ami ak\u00e1r piaci el\u0151nyt is jelenthet a c\u00e9g sz\u00e1m\u00e1ra. Egy technol\u00f3giai fejleszt\u00e9s akkor fenntarthat\u00f3, ha nemcsak \u00fczleti, hanem emberi szempontb\u00f3l is vizsg\u00e1ljuk a hat\u00e1sait \u2013 hogyan hat a koll\u00e9g\u00e1k motiv\u00e1ci\u00f3j\u00e1ra, ment\u00e1lis eg\u00e9szs\u00e9g\u00e9re \u00e9s a szervezeti kult\u00far\u00e1ra. Fontos, hogy a v\u00e1ltoz\u00e1sok ne csup\u00e1n terhet helyezzenek r\u00e1juk, hanem adjanak teret fejl\u0151d\u00e9sre, szakmai kibontakoz\u00e1sra. \u00cdgy nemcsak a hat\u00e9konys\u00e1g n\u0151, hanem er\u0151s\u00f6dik a munk\u00e1hoz val\u00f3 kapcsol\u00f3d\u00e1s is \u2013 ami v\u00e9gs\u0151 soron az \u00fcgyf\u00e9l\u00e9lm\u00e9ny javul\u00e1s\u00e1t is t\u00e1mogatja.<\/p>\n<p><em>\u201eA Profession.hu-n\u00e1l p\u00e9ld\u00e1ul a hirdet\u00e9sek ellen\u0151rz\u00e9se m\u00e1r teljesen automatiz\u00e1lt, MI alap\u00fa rendszereket haszn\u00e1lunk erre: ebben az esetben az ember m\u00e1r csak ott avatkozik be, ahol a szoftver probl\u00e9m\u00e1t tal\u00e1l&nbsp;<\/em>\u2013&nbsp;<em>ezt kor\u00e1bban tiszt\u00e1n emberi er\u0151forr\u00e1sb\u00f3l oldottuk meg. A felszabadul\u00f3 er\u0151forr\u00e1sokat pedig \u00fcgyf\u00e9l\u00e9lm\u00e9ny- \u00e9s szolg\u00e1ltat\u00e1sfejleszt\u00e9sre ford\u00edtjuk\u201d&nbsp;<\/em>\u2013 tette hozz\u00e1 a szak\u00e9rt\u0151.<\/p>\n<h2><strong>Az MI nem fenyeget\u00e9s, hanem eszk\u00f6z \u00e9s lehet\u0151s\u00e9g<\/strong><\/h2>\n<p>A mesters\u00e9ges intelligencia terjed\u00e9s\u00e9vel kisebb-nagyobb m\u00e9rt\u00e9kben az \u00fcgyf\u00e9lszolg\u00e1lati munkak\u00f6r\u00f6k is \u00e1talakultak, kulcsfontoss\u00e1g\u00fa k\u00e9szs\u00e9gg\u00e9 v\u00e1lt a rugalmass\u00e1g. A munkav\u00e1llal\u00f3knak nyitottnak kell lenni\u00fck \u00faj technol\u00f3gi\u00e1k \u00e9s folyamatok megismer\u00e9s\u00e9re, m\u00edg a v\u00e1llalatoknak egyre nagyobb szerepet kell v\u00e1llalniuk munkat\u00e1rsaik fejleszt\u00e9s\u00e9ben.<\/p>\n<p>A Profession.hu oldal\u00e1n az idei \u00e9v els\u0151 t\u00edz h\u00f3napj\u00e1ban meghirdetett \u00fcgyf\u00e9lszolg\u00e1lati \u00e1ll\u00e1slehet\u0151s\u00e9gek 26%-a tartalmaz b\u00e9rinform\u00e1ci\u00f3t, ami az \u00e1tlagn\u00e1l magasabb ar\u00e1ny. Ezek alapj\u00e1n a ter\u00fcleten a nett\u00f3 \u00e1tlagb\u00e9r 2025 els\u0151 t\u00edz h\u00f3napj\u00e1t vizsg\u00e1lva 355 000 forint, ami 11%-os n\u00f6veked\u00e9s az el\u0151z\u0151 \u00e9v ugyanezen id\u0151szak\u00e1hoz k\u00e9pest. A legmagasabb b\u00e9rek az online \u00fcgyf\u00e9lszolg\u00e1lat \u00e9s a vev\u0151szolg\u00e1lat ter\u00fclet\u00e9n jellemz\u0151k, m\u00edg a hagyom\u00e1nyos, telefonos vagy kintl\u00e9v\u0151s\u00e9g-kezel\u0151 munkak\u00f6r\u00f6kben rendszerint alacsonyabbak a fizet\u00e9sek.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>T\u00f6bb mint 10 sz\u00e1zal\u00e9kkal cs\u00f6kkent a meghirdetett \u00fcgyf\u00e9lszolg\u00e1lati \u00e1ll\u00e1sok sz\u00e1ma tavaly \u00f3ta \u2013 der\u00fcl ki a Profession.hu elemz\u00e9s\u00e9b\u0151l.<\/p>\n","protected":false},"author":26,"featured_media":11689,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[88,269,63,276],"tags":[],"class_list":["post-11688","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-hr-strategia","category-mikro-kis-es-kozepvallalkozasoknak-szolo-cikkek","category-munkaeropiac","category-nagyvallalatok"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mi lesz az \u00fcgyf\u00e9lszolg\u00e1lati \u00e1ll\u00e1sokkal a mesters\u00e9ges intelligencia kor\u00e1ban? 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