{"id":10898,"date":"2022-01-20T15:09:04","date_gmt":"2022-01-20T14:09:04","guid":{"rendered":"https:\/\/golem.ai\/?p=10898"},"modified":"2022-04-22T10:56:35","modified_gmt":"2022-04-22T08:56:35","slug":"ia-cxo-nps","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/ia-cxo-nps","title":{"rendered":"Comment les CXO boostent leur NPS gr\u00e2ce \u00e0 l&rsquo;IA ?"},"content":{"rendered":"<h3 class=\"wp-block-heading\" id=\"nombreuses-sont-les-entreprises-qui-font-de-l-experience-client-un-objectif-majeur-dans-leurs-strategies-et-lorsque-l-on-regarde-les-chiffres-on-ne-peut-que-leur-donner-raison-selon-une-etude-de-pwc-les-clients-sont-prets-a-payer-jusqu-a-13-de-plus-pour-des-services-de-luxe-si-l-experience-client-est-excellente-par-ailleurs-en-moyenne-40-des-clients-aimeraient-une-amelioration-de-cette-experience-client-et-35-d-entre-eux-souhaitent-un-acces-rapide-aux-informations-ainsi-que-la-possibilite-de-poser-plus-facilement-des-questions-a-la-marque-le-cxo-chief-experience-officer-garant-de-l-excellence-du-parcours-client-voit-sa-performance-mesuree-grace-au-net-promoter-score-nps-l-experience-client-vient-avec-son-lot-d-indicateurs-metiers-permettant-de-mesurer-la-performance-de-l-entreprise-dans-ce-secteur-mais-le-nps-reste-l-indicateur-de-reference-mais-alors-comment-l-intelligence-artificielle-permet-au-cxo-d-augmenter-le-nps\"><strong><em>Nombreuses sont les entreprises qui font de l\u2019exp\u00e9rience client un objectif majeur dans leurs strat\u00e9gies. Et lorsque l\u2019on regarde les chiffres, on ne peut que leur donner raison. Selon une \u00e9tude de PWC, les clients sont pr\u00eats \u00e0 payer jusqu\u2019\u00e0 13 % de plus pour des services de luxe, si l\u2019exp\u00e9rience client est excellente. Par ailleurs, en moyenne, 40% des clients aimeraient une am\u00e9lioration de cette exp\u00e9rience client et 35% d\u2019entre eux souhaitent un acc\u00e8s rapide aux informations, ainsi que la possibilit\u00e9 de poser plus facilement des questions \u00e0 la marque. Le CXO (Chief Exp\u00e9rience Officer) garant de l&rsquo;excellence du parcours client, voit sa performance mesur\u00e9e gr\u00e2ce au Net Promoter Score (NPS). L\u2019exp\u00e9rience client vient avec son lot d\u2019indicateurs m\u00e9tiers permettant de mesurer la performance de l\u2019entreprise dans ce secteur, mais le NPS reste l\u2019indicateur de r\u00e9f\u00e9rence. Mais alors, comment l\u2019Intelligence Artificielle permet au CXO d\u2019augmenter le NPS ?&nbsp;<\/em><\/strong><\/h3>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"le-nps-indicateur-cle-de-la-relation-client\"><strong>Le NPS : indicateur cl\u00e9 de la relation client&nbsp;<\/strong><\/h2>\n\n\n\n<p>The <a href=\"https:\/\/golem.ai\/fr\/blog\/ia-transformation-metiers-cxo\/\"><strong>CXO<\/strong><\/a> et l&rsquo;exp\u00e9rience client ont un impact consid\u00e9rable sur la relation client et les centres de contacts. Les <a href=\"https:\/\/golem.ai\/fr\/blog\/ia-contact-relation-client\/\"><strong>centres de contacts<\/strong><\/a> ne sont plus consid\u00e9r\u00e9s comme des centres de co\u00fbts qu\u2019il faut absolument ma\u00eetriser, ils font d\u00e9sormais partie de la cha\u00eene de valeur du NPS et sont consid\u00e9r\u00e9s comme un moyen de tirer cet indicateur vers le haut. Les principaux leviers des centres de contacts qui impactent le NPS sont :&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Augmentation des <strong>r\u00e9solutions au premier contact&nbsp;<\/strong><\/li><li>Diminution du <strong>d\u00e9lai moyen de traitement&nbsp;<\/strong><\/li><li>Diminution du <strong>Customer Effort Score&nbsp;<\/strong><\/li><\/ul>\n\n\n\n<p>Prenons un exemple concret : la gestion des <a href=\"https:\/\/golem.ai\/fr\/blog\/ia-automatisation-relation-client\/\"><strong>demandes entrantes<\/strong><\/a> par canal asynchrone dans un \u00e9tablissement bancaire. En g\u00e9n\u00e9ral lorsqu\u2019une demande arrive par messagerie, un premier op\u00e9rateur lit le message, le cat\u00e9gorise manuellement pour qu\u2019il soit rout\u00e9 en fonction des actes de gestions (autorisation de d\u00e9couvert, demande de RDV, demande d\u2019informations, oppositions\u2026) , puis ressaisit les informations contenues dans le message ou dans les pi\u00e8ces jointes dans un back-office (CRM, Ticketing\u2026).&nbsp;<\/p>\n\n\n\n<p>Ensuite, un second op\u00e9rateur va rouvrir le message et le relire, il aura normalement toutes les informations n\u00e9cessaires d\u00e9j\u00e0 saisies et n\u2019aura plus qu\u2019\u00e0 personnaliser sa r\u00e9ponse. Dans le meilleur des cas, un <strong>OCR<\/strong> pourra \u00e9viter la ressaisie manuelle en extrayant des donn\u00e9es basiques des pi\u00e8ces jointes (Adresse, Num\u00e9ro, Nom\u2026). La dur\u00e9e moyenne de traitement est difficilement compressible, car compos\u00e9e de deux temps de lecture dans un processus d\u00e9j\u00e0 optimis\u00e9.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><a href=\"https:\/\/golem.ai\/fr\/ressources\/\"><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus.png\" alt=\"\" class=\"wp-image-12234\" width=\"480\" height=\"270\" srcset=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-300x169.png 300w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-768x432.png 768w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-18x10.png 18w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus.png 960w\" sizes=\"(max-width: 480px) 100vw, 480px\" \/><\/a><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"l-optimisation-du-nps-par-l-ia\"><strong>L\u2019optimisation du NPS par l\u2019IA&nbsp;<\/strong><\/h2>\n\n\n\n<p>Imaginons maintenant qu\u2019une solution, bas\u00e9e sur un algorithme de compr\u00e9hension du <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/langage-naturel-killian-vermersch\/\"><strong>langage naturel<\/strong><\/a> de nouvelle g\u00e9n\u00e9ration, permettent de s\u2019affranchir de la premi\u00e8re \u00e9tape du processus. Quels en seraient les impacts sur le NPS ?&nbsp;<\/p>\n\n\n\n<p>With <a href=\"https:\/\/golem.ai\/fr\/produits\/inboxcare\/\"><strong>InboxCare<\/strong><\/a>, une solution de cat\u00e9gorisation et de routage des demandes entrantes bas\u00e9e sur une <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/ia-usage-avantage\/\"><strong>intelligence artificielle symbolique<\/strong><\/a>, les donn\u00e9es des demandes entrantes sont extraites et les intentions d\u00e9tect\u00e9es, aussi bien dans le corps du message que dans les pi\u00e8ces jointes.<\/p>\n\n\n\n<p>Les donn\u00e9es extraites peuvent alors \u00eatre int\u00e9gr\u00e9es dans le back-office. Lorsque l\u2019op\u00e9rateur prend en charge la demande, il a d\u00e9j\u00e0 un brouillon de r\u00e9ponse qu\u2019il n\u2019a plus qu\u2019\u00e0 personnaliser avant de l\u2019exp\u00e9dier. En r\u00e8gle g\u00e9n\u00e9rale, les clients d\u2019InboxCare voient leur DMT diminuer de 30% \u00e0 83% pour les demandes entrantes par mail. L\u2019augmentation du NPS n\u2019est pas le seul soft ROI d\u2019InboxCare, cette solution influe \u00e9galement sur la marque employeur et l\u2019engagement des collaborateurs.&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Vous souhaitez en savoir plus sur l\u2019exploitation des donn\u00e9es par notre IA ? D\u00e9couvrez comment notre technologie permet d\u2019am\u00e9liorer la gestion de la <a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\"><strong>customer relationships<\/strong><\/a> avec notre solution <a href=\"https:\/\/golem.ai\/fr\/produits\/inboxcare\/\"><strong>InboxCare<\/strong><\/a>. N\u2019h\u00e9sitez pas \u00e0 contacter <a href=\"https:\/\/golem.ai\/fr\/contact\/\"><strong>nos \u00e9quipes<\/strong><\/a> si vous avez la moindre question, elles se feront un plaisir de vous r\u00e9pondre !<\/p>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>Le CXO est le garant de la qualit\u00e9 de l\u2019exp\u00e9rience client, qui se mesure gr\u00e2ce au NPS. D\u00e9couvrez comment l\u2019IA permet d\u2019optimiser le parcours client et d\u2019am\u00e9liorer le NPS.<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>","protected":false},"author":5,"featured_media":11078,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[77,101,88,90,89,76,107,75,105,104,106,80,78],"class_list":["post-10898","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client","tag-ai","tag-cxo","tag-data","tag-exploitation","tag-gestion","tag-ia","tag-indicateur","tag-intelligence-artificielle","tag-kpi","tag-nps","tag-optimisation","tag-relation-client","tag-travail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>L\u2019IA : outil indispensable des CXO pour booster leur NPS<\/title>\n<meta name=\"description\" content=\"Le NPS : indicateur de r\u00e9f\u00e9rence mesurant la qualit\u00e9 de l\u2019exp\u00e9rience client. 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