{"id":27662,"date":"2026-05-19T11:35:40","date_gmt":"2026-05-19T09:35:40","guid":{"rendered":"https:\/\/www.elcol-legi.org\/w\/?p=27662"},"modified":"2026-05-19T11:35:40","modified_gmt":"2026-05-19T09:35:40","slug":"tecnologia-si-pero-amb-factor-huma","status":"publish","type":"post","link":"https:\/\/www.elcol-legi.org\/w\/tecnologia-si-pero-amb-factor-huma\/","title":{"rendered":"Tecnologia, s\u00ed, per\u00f2 amb factor hum\u00e0"},"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>Els espanyols recelen de l\u2019atenci\u00f3 al client mitjan\u00e7ant 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>Gaireb\u00e9 9 de cada 10 ciutadans prefereixen un model h\u00edbrid entre factor hum\u00e0 i 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 digitalitzaci\u00f3 ha transformat profundament la manera com els consumidors es relacionen amb les empreses, per\u00f2 no ha despla\u00e7at un element que continua sent essencial: el contacte hum\u00e0. De fet, la majoria dels espanyols aposta per un model h\u00edbrid que combini la comoditat de les eines digitals amb la possibilitat de ser atesos per una persona quan la situaci\u00f3 ho requereix.<\/p>\n<p class=\"p1\">Aix\u00ed ho posa de manifest l\u2019estudi <i>Percepcions sobre la interacci\u00f3 personal en l\u2019era digital<\/i>, impulsat per Reale Seguros, que conclou que prop del 87% dels enquestats considera important poder alternar ambd\u00f3s canals dins d\u2019un mateix proc\u00e9s. Aquesta prefer\u00e8ncia es mant\u00e9 de manera molt homog\u00e8nia entre generacions, fet que desmunta la idea que els m\u00e9s joves se senten plenament c\u00f2modes amb models 100% automatitzats.<\/p>\n<p class=\"p1\">Tot i que la intel\u00b7lig\u00e8ncia artificial guanya pres\u00e8ncia en m\u00faltiples serveis, la relaci\u00f3 directa continua tenint un pes decisiu. M\u00e9s de la meitat dels consumidors segueix preferint resoldre dubtes o gestions parlant amb una persona, ja sigui per tel\u00e8fon o de manera presencial. Aquesta inclinaci\u00f3 \u00e9s especialment marcada entre la gent gran, per\u00f2 tamb\u00e9 mant\u00e9 una forta pres\u00e8ncia entre els joves adults.<\/p>\n<p class=\"p1\">En paral\u00b7lel, l\u2019automatitzaci\u00f3 total encara desperta certes retic\u00e8ncies. Els assistents virtuals i els chatbots amb prou feines s\u00f3n percebuts com l\u2019opci\u00f3 ideal per una minoria, mentre que una part rellevant d\u2019usuaris reconeix haver abandonat alguna gesti\u00f3 o servei per no trobar una via clara d\u2019atenci\u00f3 humana.<\/p>\n<p class=\"p1\">Quan la interacci\u00f3 es desenvolupa en un entorn digital, els usuaris valoren especialment la transpar\u00e8ncia del proc\u00e9s. Saber quant temps durar\u00e0 una gesti\u00f3, rebre confirmacions abans de finalitzar una operaci\u00f3 o disposar de resums clars genera una major sensaci\u00f3 de control i confian\u00e7a.<\/p>\n<p class=\"p1\">No obstant aix\u00f2, hi ha determinats tr\u00e0mits senzills \u2014com petites incid\u00e8ncies o reclamacions b\u00e0siques\u2014 en qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s \u00e0mpliament acceptada, sempre que existeixi una \u201cporta de sortida\u201d cap a l\u2019atenci\u00f3 personal en cas de complicacions o dubtes addicionals.<\/p>\n<p class=\"p1\">Entre les principals barreres que frenen una adopci\u00f3 m\u00e9s decidida dels serveis automatitzats apareixen dos factors recurrents: la desconfian\u00e7a, especialment vinculada a la por al frau o als errors, i la sensaci\u00f3 de desemparament quan no existeix un interlocutor hum\u00e0 accessible.<\/p>\n<p class=\"p1\">En aquest context, el debat ja no sembla centrar-se a escollir entre tecnologia o persones, sin\u00f3 a trobar l\u2019equilibri adequat. El client valora la rapidesa i l\u2019autonomia que aporta el digital, per\u00f2 continua reclamant empatia, acompanyament i capacitat de resoluci\u00f3 humana en moments clau. Tot apunta que el futur del servei al client no ser\u00e0 exclusivament digital, sin\u00f3 h\u00edbrid, flexible i dissenyat al voltant de les veritables necessitats de l\u2019usuari.<\/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>\u00daltimes not\u00edcies<\/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;] Els espanyols recelen de l\u2019atenci\u00f3 al client mitjan\u00e7ant 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;]Gaireb\u00e9 9 de cada 10 ciutadans prefereixen un model h\u00edbrid entre factor hum\u00e0 i 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 digitalitzaci\u00f3 ha transformat profundament la manera com els consumidors es relacionen amb les empreses, per\u00f2 no<\/p>\n","protected":false},"author":562,"featured_media":27663,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[2183],"class_list":["post-27662","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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