{"id":27670,"date":"2026-05-19T11:44:52","date_gmt":"2026-05-19T09:44:52","guid":{"rendered":"https:\/\/www.elcol-legi.org\/w\/tecnologia-si-pero-con-factor-humano\/"},"modified":"2026-05-19T11:45:58","modified_gmt":"2026-05-19T09:45:58","slug":"tecnologia-si-pero-con-factor-humano","status":"publish","type":"post","link":"https:\/\/www.elcol-legi.org\/w\/es\/tecnologia-si-pero-con-factor-humano\/","title":{"rendered":"Tecnolog\u00eda, s\u00ed, pero con factor humano"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column width=&#8221;3\/4&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><b>Los espa\u00f1oles recelan de la atenci\u00f3n al cliente mediante robots<\/b><\/h2>\n<p>[\/vc_column_text][stm_spacing lg_spacing=&#8221;6&#8243; md_spacing=&#8221;6&#8243; sm_spacing=&#8221;6&#8243; xs_spacing=&#8221;6&#8243;][vc_column_text css=&#8221;&#8221;]<em>21\/05\/2026<\/em>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<em>Casi 9 de cada 10 ciudadanos prefieren un modelo h\u00edbridoo entre factor humano y digital<\/em>[\/vc_column_text][vc_single_image source=&#8221;featured_image&#8221; img_size=&#8221;850&#215;350&#8243;][vc_column_text css=&#8221;.vc_custom_1779183142270{margin-bottom: 20px !important;}&#8221;]<\/p>\n<p class=\"p1\">La digitalizaci\u00f3n ha transformado profundamente la manera en que los consumidores se relacionan con las empresas, pero no ha desplazado un elemento que sigue siendo esencial: el contacto humano. De hecho, la mayor\u00eda de los espa\u00f1oles apuesta por un modelo h\u00edbrido que combine la comodidad de las herramientas digitales con la posibilidad de ser atendidos por una persona cuando la situaci\u00f3n lo requiere.<\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\">As\u00ed lo pone de manifiesto el estudio <i>Percepciones sobre la interacci\u00f3n personal en la era digital<\/i>, impulsado por Reale Seguros, que concluye que cerca del 87% de los encuestados considera importante poder alternar ambos canales dentro de un mismo proceso. Esta preferencia se mantiene de forma muy homog\u00e9nea entre generaciones, lo que desmonta la idea de que los m\u00e1s j\u00f3venes est\u00e1n plenamente c\u00f3modos con modelos 100% automatizados.<\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\">Aunque la inteligencia artificial gana presencia en m\u00faltiples servicios, la relaci\u00f3n directa contin\u00faa teniendo un peso decisivo. M\u00e1s de la mitad de los consumidores sigue prefiriendo resolver dudas o gestiones hablando con una persona, ya sea por tel\u00e9fono o de forma presencial. Esta inclinaci\u00f3n es especialmente marcada entre los mayores, pero tambi\u00e9n conserva una fuerte presencia entre los j\u00f3venes adultos.<\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\">En paralelo, la automatizaci\u00f3n total despierta todav\u00eda ciertas reticencias. Los asistentes virtuales y chatbots apenas son percibidos como la opci\u00f3n ideal por una minor\u00eda, mientras que una parte relevante de usuarios reconoce haber abandonado alguna gesti\u00f3n o servicio al no encontrar una v\u00eda clara de atenci\u00f3n humana.<\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\">Cuando la interacci\u00f3n se desarrolla en un entorno digital, los usuarios valoran especialmente la transparencia del proceso. Saber cu\u00e1nto tiempo durar\u00e1 una gesti\u00f3n, recibir confirmaciones antes de finalizar una operaci\u00f3n o disponer de res\u00famenes claros genera una mayor sensaci\u00f3n de control y confianza.<\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\">No obstante, existen determinados tr\u00e1mites sencillos \u2014como peque\u00f1as incidencias o reclamaciones b\u00e1sicas\u2014 donde la automatizaci\u00f3n es ampliamente aceptada, siempre y cuando exista una \u201cpuerta de salida\u201d hacia atenci\u00f3n personal en caso de complicaciones o dudas adicionales.<\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\">Entre las principales barreras que frenan una adopci\u00f3n m\u00e1s decidida de servicios automatizados aparecen dos factores recurrentes: la desconfianza, especialmente vinculada al miedo al fraude o errores, y la sensaci\u00f3n de desamparo cuando no existe un interlocutor humano accesible.<\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\">En este contexto, el debate ya no parece centrarse en elegir entre tecnolog\u00eda o personas, sino en encontrar el equilibrio adecuado. El cliente valora la rapidez y autonom\u00eda que aporta lo digital, pero sigue reclamando empat\u00eda, acompa\u00f1amiento y capacidad de resoluci\u00f3n humana en momentos clave. Todo apunta a que el futuro del servicio al cliente no ser\u00e1 exclusivamente digital, sino h\u00edbrido, flexible y dise\u00f1ado alrededor de las verdaderas necesidades del usuario.<\/p>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/4&#8243;][stm_spacing lg_spacing=&#8221;50&#8243; md_spacing=&#8221;50&#8243; sm_spacing=&#8221;50&#8243; xs_spacing=&#8221;50&#8243;][vc_column_text]<\/p>\n<h2>\u00daltimas noticias<\/h2>\n<p>[\/vc_column_text][stm_news loop=&#8221;size:4|order_by:date|order:DESC|post_type:post|categories:8&#8243; posts_per_row=&#8221;2&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column width=&#8221;3\/4&#8243;][vc_column_text css=&#8221;&#8221;] Los espa\u00f1oles recelan de la atenci\u00f3n al cliente mediante robots [\/vc_column_text][stm_spacing lg_spacing=&#8221;6&#8243; md_spacing=&#8221;6&#8243; sm_spacing=&#8221;6&#8243; xs_spacing=&#8221;6&#8243;][vc_column_text css=&#8221;&#8221;]21\/05\/2026[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Casi 9 de cada 10 ciudadanos prefieren un modelo h\u00edbridoo entre factor humano y digital[\/vc_column_text][vc_single_image source=&#8221;featured_image&#8221; img_size=&#8221;850&#215;350&#8243;][vc_column_text css=&#8221;.vc_custom_1779183142270{margin-bottom: 20px !important;}&#8221;] La digitalizaci\u00f3n ha transformado profundamente la manera en que los consumidores se relacionan con las empresas,<\/p>\n","protected":false},"author":562,"featured_media":27665,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2133],"tags":[2184],"class_list":["post-27670","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sense-categoria","tag-mednews-298"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - 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