Ubuhlakani bokwenziwa budlulele ngale kwesithembiso sesikhathi esizayo futhi baba ngokoqobo olubonakalayo emkhakheni wokuthengisa. Imibiko yakamuva yemboni, njenge-Salesforce's Agentic Enterprise Index 2026, yembula ukuthi izinkampani ziphinda kathathu inani lama-ejenti e-AI athunyelwe, ngokunciphisa isikhathi sokuthumela ngo-53%. Lokhu kuthuthuka akugcini nje ngokuguqula indlela izinkampani ezisebenzisana ngayo namakhasimende azo kodwa futhi kuchazwa kabusha ukusebenza kahle emkhakheni oncintisanayo njengokuthengisa.
Ukuthengisa sekuyindawo eyinhloko yalolu guquko lobuchwepheshe , okubalwa u-22% wenani eliphelele lomsebenzi ozenzakalelayo (olinganiswa kuma-Agent Work Units, e-AWU). Lesi sibalo asisho ukuthi kwenzeke ngengozi: ukuthengisa kusingatha inani elikhulu lokuxhumana okuphindaphindiwe, kusukela emibuzweni yama-oda kuya ekulandeleleni ukuthunyelwa, okuzivumelanisa kahle nokuzenzakalelayo. Kodwa-ke, ukwamukelwa kwalobu buchwepheshe akunazo izinselelo zalo, ikakhulukazi maqondana nokuhlanganiswa kwezinhlelo nokugcina ubudlelwano obuqondile namakhasimende.
Ukuthengisa kuhola ukwamukelwa kwama-ejenti e-AI
Idatha evela ku-Salesforce's 2026 Agenti Enterprise Index, eqoqwe ngolwazi oluqoqwe yizinhlangano ezigcine ama-ejenti azo ekhiqiza phakathi kukaFebhuwari 2025 no-Ephreli 2026, iyathandeka: inani elimaphakathi lama-ejenti asebenzayo ngenkampani ngayinye selicishe liphindwe kathathu ngonyaka odlule. Lokhu kwamukelwa okusheshayo kuchazwa ngokwengxenye ngokunciphisa isikhathi sokuthunyelwa, manje esimaphakathi nezinsuku ezimbili kusukela ekudalweni kwama-ejenti kuya ekuthunyelweni.
Umkhakha wezokuthengisa uvelele kule ndawo. Inani labasebenzisi be-AI (ama-AWU) ekuthengiseni likhuphuke ngokuphindwe kayishumi nesishiyagalombili ngesikhathi esihlaziyiwe , futhi yize umkhakha ubonakala ngama-ejenti enza isenzo esisodwa noma ezimbili ezithile, njengemibuzo ye-oda noma ukulandelela ukuthunyelwa, ukuzivumelanisa nezimo kwabo ngesikhathi sokufunwa okuphezulu kuyamangalisa. Isibonelo esicacile yisikhathi samaholide, lapho i -ejenti ye-AI ekuthengiseni ingasebenza ngamakhono ayisishiyagalolunye ahlukene, ukwanda okungu-350% uma kuqhathaniswa nokucushwa kwayo okuvamile.
Kusukela engxoxweni kuya esenzweni: indima entsha yama-ejenti
Ukuvela kwama-ejenti e-AI kuqhubekele phambili kusukela engxoxweni elula kuya ekuqalisweni kwemisebenzi eyinkimbinkimbi. Ngokusho kombiko we-Salesforce, isilinganiso sezingcingo zesenzo kuya kumathokheni okuphuma sikhule ngesilinganiso sanyanga zonke esingu-15%, okubonisa ukuthi ama-ejenti enza umsebenzi wangempela kakhulu kunokukhiqiza umbhalo nje. Leli khono lokwenza libaluleke kakhulu ekuthengiseni, lapho i-ejenti ingabuyekeza i-oda, isebenzise umthetho webhizinisi, futhi ibuyisele imali ngaphakathi komsebenzi ofanayo.
Isibonelo esiphawulekayo yiPandora, inkampani yobucwebe yaseDenmark, eqalise i-ejenti ebizwa ngokuthi iGemma yokusingatha imibuzo evamile futhi inikeze izincomo ngezikhathi ezimatasa. Le nkampani ihlanganisa ukuphathwa kwama-60% ezicelo kanye nokuthuthuka okungu-10% ku-Net Promoter Score yayo (NPS) ngezikhathi ezimatasa ezihlaziyiwe ngenxa yalolu hlelo. Nakuba lesi kuyisibonelo esithile, sibonisa ukuthi i-AI ingakhiqiza kanjani inani elibonakalayo emkhakheni wokuthengisa.
Ukuhlanganiswa, inselele elindile yokuthengisa
Naphezu kwentuthuko, ukwamukelwa kwe-AI ekuthengiseni akunazo izithiyo. I-GlobalLogic, inkampani ye-Hitachi Group, ixwayisa ngesenzakalo se-"Bot Zoo", lapho izixazululo eziningi ezizenzakalelayo zihlala khona ngaphandle kokuxhumana ngempumelelo. Lesi simo, ngokusho kukaGabriel Arango, iNhloko Yezobuchwepheshe baseLatin America kwa-GlobalLogic, sakha ukwakheka kobuchwepheshe okuyinkimbinkimbi lapho abasebenzi begcina besebenza njengebhuloho phakathi kwezinhlelo ezingaxhunyiwe.
Isibonelo esivamile ukubuyiselwa kwemali: ikhasimende liqala inqubo ngohlelo lokusebenza lweselula, kodwa lapho lifika esitolo sangempela, indawo yokuthengisa ayinakho ukufinyelela kulolo lwazi, okuliphoqa ukuthi liphinde inqubo. Ukuntuleka kokuhlanganiswa phakathi kweziteshi kusalokhu kungenye yezinselelo ezinkulu zokunikeza ulwazi olungenamthungo lwe-omnichannel.
Ukuthengisa nokukhiqiza: umthelela wangempela we-AI
Imininingwane ngomthelela ekuthengisweni iveza obala. Ngesikhathi samaholide ka-2025, abathengisi ababesebenzisa ama-ejenti e-AI babone ukwanda okungu-8% ngonyaka nonyaka ekuthengisweni okuku-inthanethi, uma kuqhathaniswa no-2% kulabo abangazange. Lo mehluko ophindwe kane wezinga lokukhula usikisela ukuthi i-AI ayithuthukisi nje kuphela ukusebenza kahle kodwa futhi inomthelela oqondile emiphumeleni yebhizinisi.
Ngaphakathi, ukwamukelwa kwama-ejenti nakho kuyakhula. Imvamisa yamasonto onke yokuxhumana kwabasebenzi nama-ejenti ikhuphuke ngo-300% , futhi ezinkundleni ezifana ne-Slack, lezi zinhlelo zifinyelele isilinganiso sezikhathi ezingama-67 ngesonto. I-Salesforce ilinganisela ukuthi abasebenzi bayo bonga amahora afinyelela kwayisihlanu ngesonto ngomsebenzi ngamunye ngenxa yokwenza imisebenzi ejwayelekile kanye nezinqubo zokuthengisa ezingenabantu.
Kubathengisi, isinyathelo esilandelayo kuzoba ukuthola ibhalansi phakathi kokwenza izinto ngokuzenzakalela nokugcina ubudlelwano obuqondile nekhasimende. Njengoba u-Adyen esho, ingozi yokulawula i-AI ekuthengeni ingase inciphise lokho abathengisi abathathe iminyaka bekwakha: ubudlelwano obuqondile nabathengi babo. Isihluthulelo kuzoba ukuthi ubuchwepheshe buthuthukise, hhayi ukuthi buthathe indawo yalobo budlelwano.
Ngamafuphi, ubuhlakani bokwenziwa buchaza kabusha umkhakha wokuthengisa eSpain naseYurophu, ngentuthuko enkulu ekusebenzeni kahle nasekuthengiseni. Kodwa-ke, impumelelo yesikhathi eside izoncika ekhonweni lezinkampani lokuhlanganisa lobu buchwepheshe ngendlela ehambisanayo, kulondolozwe ukwethenjwa kwamakhasimende futhi kwandiswe amandla ama-ejenti e-AI.
