{"id":42594,"date":"2026-06-01T11:00:00","date_gmt":"2026-06-01T09:00:00","guid":{"rendered":"https:\/\/kinit.sk\/?p=42594"},"modified":"2026-05-28T23:03:24","modified_gmt":"2026-05-28T21:03:24","slug":"ai-awards-finalista-o2-a-inteligentna-zakaznicka-podpora","status":"publish","type":"post","link":"https:\/\/kinit.sk\/sk\/ai-awards-finalista-o2-a-inteligentna-zakaznicka-podpora\/","title":{"rendered":"AI Awards Finalista: O2 a inteligentn\u00e1 z\u00e1kazn\u00edcka podpora"},"content":{"rendered":"
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Medzi finalistami AI Awards 2026 je aj spolo\u010dnos\u0165 O2, telekomunika\u010dn\u00fd oper\u00e1tor zameran\u00fd na poskytovanie spo\u013eahliv\u00fdch a modern\u00fdch komunika\u010dn\u00fdch slu\u017eieb v \u0161pi\u010dkovej mobilnej sieti. Spolo\u010dnos\u0165 prin\u00e1\u0161a tradi\u010dn\u00e9 aj digit\u00e1lne slu\u017eby s d\u00f4razom na kvalitu z\u00e1kazn\u00edckej sk\u00fasenosti, inov\u00e1ciu a dostupnos\u0165, pri\u010dom AI rie\u0161enia vn\u00edma ako k\u013e\u00fa\u010dov\u00fd n\u00e1stroj pre zvy\u0161ovanie efektivity a spokojnosti z\u00e1kazn\u00edkov. Rozpr\u00e1vali sme sa s Viktorom Kubicou, Product Ownera pre BotCraft v O2 Slovakia.<\/p>\n<\/div>\n\n

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Ak\u00fd AI syst\u00e9m ste vyvinuli a ak\u00e9 probl\u00e9my pom\u00e1ha rie\u0161i\u0165?<\/strong><\/h4>\n<\/div>\n\n
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Tento konktr\u00e9tny AI syst\u00e9m je chatbot, ktor\u00fd poskytuje z\u00e1kazn\u00edcku podporu v re\u00e1lnom \u010dase naprie\u010d viacer\u00fdmi kan\u00e1lmi. Pom\u00e1ha rie\u0161i\u0165 be\u017en\u00e9 po\u017eiadavky, ako inform\u00e1cie o slu\u017eb\u00e1ch, faktur\u00e1cii, technickej podpore, ale umo\u017e\u0148uje aj priamu zmenu nastaven\u00ed a parametrov slu\u017eieb. Zlep\u0161uje dostupnos\u0165 podpory 24\/7, zni\u017euje \u010dakacie doby a z\u00e1rove\u0148 od\u013eah\u010duje oper\u00e1torov od rutinn\u00fdch \u00faloh, aby sa mohli lep\u0161ie venova\u0165 \u0161pecifick\u00fdm po\u017eiadavk\u00e1m z\u00e1kazn\u00edkov<\/p>\n<\/div>\n\n

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AI Awards vyzdvihuje syst\u00e9my postaven\u00e9 na pilieroch etiky, spo\u013eahlivosti a ochrany s\u00fakromia. Ktor\u00fd z t\u00fdchto aspektov bol pri v\u00fdvoji v\u00e1\u0161ho rie\u0161enia najv\u00e4\u010d\u0161ou v\u00fdzvou?<\/strong><\/h4>\n<\/div>\n\n
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Najv\u00e4\u010d\u0161\u00ed d\u00f4raz kladieme na\u00a0 ochranu s\u00fakromia, ke\u010f\u017ee pracujeme s d\u00e1tami na\u0161ich z\u00e1kazn\u00edkov. preto bolo potrebn\u00e9 nastavi\u0165 pr\u00edsne pravidl\u00e1 spracovania, minimaliz\u00e1cie a zabezpe\u010denia d\u00e1t. Z\u00e1rove\u0148 sme museli zabezpe\u010di\u0165 transparentnos\u0165 vo\u010di pou\u017e\u00edvate\u013eom. D\u00f4vera z\u00e1kazn\u00edkov je pre n\u00e1s k\u013e\u00fa\u010dov\u00e1.<\/p>\n<\/div>\n\n

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Ak\u00e9 konkr\u00e9tne mechanizmy zaru\u010duj\u00fa, \u017ee va\u0161e rie\u0161enie ost\u00e1va pod kontrolou \u010dloveka a je dlhodobo bezpe\u010dn\u00e9?<\/strong><\/h4>\n<\/div>\n\n
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Pou\u017e\u00edvame model human-in-the-loop na viacer\u00fdch miestach, od plynul\u00e9ho odovzdania komunik\u00e1cie na oper\u00e1tora a\u017e po sp\u00e4tn\u00e9 monitorovanie konverz\u00e1ci\u00ed a pravideln\u00e9 audity kvality odpoved\u00ed. Routovanie na \u010dloveka sp\u00fa\u0161\u0165ame proakt\u00edvne v\u017edy, ke\u010f m\u00e1me \u010do i len pochybnos\u0165 o spr\u00e1vnosti odpovede, pri\u010dom oper\u00e1tor dost\u00e1va kompletn\u00fd kontext konverz\u00e1cie aj inform\u00e1ciu o prihl\u00e1senom z\u00e1kazn\u00edkovi, aby nadviazal plynule a z\u00e1kazn\u00edk nemusel ni\u010d opakova\u0165. Syst\u00e9m m\u00e1 z\u00e1rove\u0148 nastaven\u00e9 guardraily, ktor\u00e9 br\u00e1nia nevhodn\u00fdm alebo rizikov\u00fdm reakci\u00e1m, a obmedzen\u00fd kontext, ktor\u00fd minimalizuje halucin\u00e1cie aj mo\u017enosti zneu\u017eitia. Rie\u0161enie priebe\u017ene aktualizujeme na z\u00e1klade sp\u00e4tnej v\u00e4zby a nov\u00fdch d\u00e1t.<\/p>\n<\/div>\n\n

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\u010co vn\u00edmate ako najv\u00e4\u010d\u0161iu celospolo\u010densk\u00fa v\u00fdzvu v oblasti AI a ak\u00fa rolu v nej chce zohr\u00e1va\u0165 O2?<\/strong><\/h4>\n<\/div>\n\n
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Sme spo\u013eahliv\u00fdm digit\u00e1lnym partnerom pre na\u0161ich z\u00e1kazn\u00edkov a vstupnou br\u00e1nou do digit\u00e1lneho sveta. Najv\u00e4\u010d\u0161ou v\u00fdzvou v AI je budovanie a udr\u017eanie dlhodobej d\u00f4very v AI, najm\u00e4 v oblasti transparentnosti a ochrany d\u00e1t. Spolo\u010dnos\u0165 mus\u00ed ma\u0165 istotu, \u017ee AI je pou\u017e\u00edvan\u00e1 zodpovedne a bezpe\u010dne. Na\u0161ou \u00falohou je prin\u00e1\u0161a\u0165 rie\u0161enia, ktor\u00e9 s\u00fa nielen etick\u00e9 a zrozumite\u013en\u00e9 pre pou\u017e\u00edvate\u013eov, ale pom\u00f4\u017eu im sa nestrati\u0165 v komplexite a r\u00fdchlosti, akou sa technol\u00f3gie vyv\u00edjaj\u00fa. Z\u00e1rove\u0148 n\u00e1m z\u00e1le\u017e\u00ed na zachovan\u00ed \u013eudskosti a osobn\u00fdch v\u00e4zieb v digit\u00e1lnej dobe.<\/p>\n<\/div>\n\n

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Kde vid\u00edte bud\u00facnos\u0165 v\u00e1\u0161ho chatbota a ako bude prehlbova\u0165 spolupr\u00e1cu medzi technol\u00f3giou a \u013eu\u010fmi?<\/strong><\/h4>\n<\/div>\n\n
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N\u00e1\u0161 chatbot je s\u00fa\u010das\u0165ou ekosyst\u00e9mu, ktor\u00fd rozv\u00edjame smerom ku komplexn\u00e9mu, proakt\u00edvnemu a personalizovan\u00e9mu asistentovi. Bude rozumie\u0165 va\u0161im potreb\u00e1m, preferenci\u00e1m, kontextu a predv\u00edda\u0165 va\u0161e potreby. AI bude za v\u00e1s rie\u0161i\u0165 v\u0161etky rutinn\u00e9 \u00falohy, zatia\u013e \u010do sa vy budete m\u00f4c\u0165 s\u00fastredi\u0165 na veci, ktor\u00e9 v\u00e1s bavia a zauj\u00edmaj\u00fa. Spolu tak vytvoria efekt\u00edvnej\u0161iu a kvalitnej\u0161iu z\u00e1kazn\u00edcku sk\u00fasenos\u0165.<\/p>\n<\/div>\n\n

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\"\"<\/figure>\n<\/div><\/div>\n<\/div>\n\n
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Viktor Kubica v O2 p\u00f4sob\u00ed u\u017e od roku 2015, aktu\u00e1lne na poz\u00edcii Product Ownera pre BotCraft v O2 Slovakia, vedie t\u00edm zameran\u00fd na v\u00fdvoj a nasadzovanie AI rie\u0161en\u00ed, chatbotov, voicebotov a mailbotov pre z\u00e1kazn\u00edcku starostlivos\u0165 aj intern\u00fdch agentov. Popri tom sa venuje GenAI projektom v r\u00e1mci firmy a dod\u00e1vaniu use-casov postaven\u00fdch na Text Analytics a modern\u00fdch jazykov\u00fdch modeloch, ktor\u00e9 prin\u00e1\u0161aj\u00fa re\u00e1lnu hodnotu z\u00e1kazn\u00edkom aj biznisu. Do produktov\u00e9ho mana\u017ementu sa dostal po takmer 9 rokoch v testingu, kde ako Test Lead, Test Manager a Chapter Lead viedol t\u00edm 15\u201320 testerov a s\u00fastredil sa na budovanie automatiz\u00e1cie, zlep\u0161ovanie testovac\u00edch procesov a posilnenie bezpe\u010dnosti dod\u00e1van\u00fdch rie\u0161en\u00ed. V IT p\u00f4sob\u00ed viac ako 15 rokov a po\u010das kari\u00e9ry pre\u0161iel telekomunik\u00e1ciami, cloudom, content managementom aj mobiln\u00fdmi aplik\u00e1ciami.<\/p>\n<\/div>\n\n

\n
Viktor Kubica
Product Owner pre BotCraft, O2 Slovakia<\/strong><\/strong><\/h5>\n<\/div><\/div>\n<\/div><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"

Medzi finalistami AI Awards 2026 je aj spolo\u010dnos\u0165 O2, telekomunika\u010dn\u00fd oper\u00e1tor zameran\u00fd na poskytovanie spo\u013eahliv\u00fdch a modern\u00fdch komunika\u010dn\u00fdch slu\u017eieb v \u0161pi\u010dkovej mobilnej sieti. Spolo\u010dnos\u0165 prin\u00e1\u0161a tradi\u010dn\u00e9 aj digit\u00e1lne slu\u017eby s…<\/p>\n","protected":false},"author":43,"featured_media":42596,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[83,542],"tags":[420,426],"class_list":["post-42594","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-sk","category-2026-sk","tag-ai-ethics-sk","tag-trustworthy-ai-sk"],"acf":[],"yoast_head":"\nAI Awards Finalista: O2 a inteligentn\u00e1 z\u00e1kazn\u00edcka podpora - KInIT<\/title>\n<meta name=\"description\" content=\"Medzi finalistami AI Awards 2026 je aj spolo\u010dnos\u0165 O2, telekomunika\u010dn\u00fd oper\u00e1tor zameran\u00fd na poskytovanie spo\u013eahliv\u00fdch a modern\u00fdch komunika\u010dn\u00fdch slu\u017eieb.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kinit.sk\/?p=42590\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI Awards Finalista: O2 a inteligentn\u00e1 z\u00e1kazn\u00edcka podpora - 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