{"id":31387,"date":"2025-01-29T10:30:00","date_gmt":"2025-01-29T09:30:00","guid":{"rendered":"https:\/\/golem.ai\/?p=31387"},"modified":"2025-12-11T17:25:21","modified_gmt":"2025-12-11T16:25:21","slug":"ia-tourisme-gestion-ticket","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/ia-tourisme-gestion-ticket","title":{"rendered":"IA et Tourisme : Comment optimiser sa gestion de tickets ?"},"content":{"rendered":"<p>&nbsp;Avec plus de 1,8 milliard de touristes en 2030 selon l\u2019Organisation Mondiale du Tourisme, et une demande client de plus en plus exigeante, le secteur du Tourisme fait face \u00e0 de nombreux d\u00e9fis pour optimiser sa gestion des tickets. Le traitement de ces tickets, souvent class\u00e9s en ordre de complexit\u00e9s (Niveau 1,2,3), est souvent tr\u00e8s chronophage et r\u00e9p\u00e9titif. C\u2019est l\u00e0 que l\u2019IA a un r\u00f4le \u00e0 jouer ! En automatisant ces t\u00e2ches r\u00e9p\u00e9titives, l\u2019IA r\u00e9duit la <strong>dur\u00e9e moyenne de traitement de vos tickets<\/strong>, <strong>r\u00e9duit les erreurs<\/strong>, et vous permet ainsi d\u2019<strong>augmenter votre satisfaction client<\/strong> <strong>!<\/strong><\/p>\n\n\n\n<p>D\u00e8s lors, d\u00e9couvrez dans cet article quelques cas d\u2019usage de l\u2019IA concernant la gestion de tickets.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>L\u2019identification du ticket<\/strong><\/h2>\n\n\n\n<p>Le secteur du Tourisme conna\u00eet des fluctuations saisonni\u00e8res intenses, et doit tr\u00e8s souvent traiter avec urgence les demandes clients. D\u00e8s lors, il faut \u00eatre en capacit\u00e9 de r\u00e9pondre \u00e0 un maximum de tickets clients, tout en pr\u00e9servant la qualit\u00e9 attendue. D\u2019o\u00f9 l\u2019importance de s\u2019aider d\u2019une solution d\u2019IA neuro-symbolique pour accompagner les agents sur cet objectif.&nbsp;<\/p>\n\n\n\n<p>Le traitement d\u2019un ticket peut se d\u00e9composer en 2 grandes \u00e9tapes :&nbsp;<\/p>\n\n\n\n<p><strong>1 &#8211; L\u2019identification du ticket<\/strong><\/p>\n\n\n\n<p><strong>2 &#8211; Le traitement du ticket<\/strong><\/p>\n\n\n\n<p>Commen\u00e7ons par d\u00e9composer l\u2019identification du ticket \u00e0 l\u2019aide du sch\u00e9ma suivant :&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXcuG8tAI838qcHvx2hbeSnUjXUqZ0XHOAXBH_RGw_nh8cxgkjKP6M6l9cPqSLLfNwIEvkBcTeKAEdK6i21rtwK2WO-4Mc2XkJCqeItC3WjcUYBbKMjS41dCGEwnYJ0DbDy6v6bFHQ?key=s0K3JDIvJwQU0bGBz1eegYSI\" alt=\"\"\/><\/figure>\n\n\n\n<p>Cette premi\u00e8re \u00e9tape d\u2019identification peut \u00eatre faite <strong>instantan\u00e9ment<\/strong> gr\u00e2ce \u00e0 une <strong>solution d\u2019<\/strong><a href=\"https:\/\/golem.ai\/fr\/produits\/inboxcare\/ia-generative-reponses-enrichies\"><strong>neuro-symbolic AI<\/strong><\/a>. Soit une IA, qui combine la fiabilit\u00e9 et la pr\u00e9cision du <a href=\"https:\/\/golem.ai\/fr\/guide-ia-analytique-ia-generative\">symbolique<\/a>, et la cr\u00e9ativit\u00e9 de l<a href=\"https:\/\/golem.ai\/fr\/guide-ia-analytique-ia-generative\">\u2019IA g\u00e9n\u00e9rative<\/a>. \u00c0 l\u2019aide d\u2019un ensemble de r\u00e8gles sp\u00e9cifiques \u00e9tablies selon vos besoins, vous pouvez automatiser les diff\u00e9rentes \u00e9tapes de l\u2019identification :&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Check du num\u00e9ro de dossier<\/strong><\/li>\n\n\n\n<li><strong>Cat\u00e9gorisation de la demande<\/strong><\/li>\n\n\n\n<li><strong>Routing to the right services<\/strong><\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>Plus encore, une technologie d\u2019IA disponible en API pourra directement se connecter \u00e0 votre CRM, et d\u00e8s lors renseigner ce dernier avec les informations n\u00e9cessaires.<\/p>\n\n\n\n<p>Par ailleurs, de plus en plus d\u2019entreprises proposent de remplir des formulaires&nbsp; pour faire une demande client. Toutefois, certains de ces formulaires peuvent contenir des erreurs (erreur dans le th\u00e8me, services\u2026).&nbsp; Or, avec une IA neuro-symbolique m\u00eame en cas d\u2019erreurs client dans un formulaire de contact, l\u2019IA peut \u00e9galement s\u2019occuper d\u2019attribuer et de cat\u00e9goriser les messages et les pi\u00e8ces jointes au bon dossier, ce qui permettra d\u2019acc\u00e9l\u00e9rer encore davantage l\u2019identification du ticket.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Le traitement de la demande<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXd-BFPPBWpM3v1TjH616xuUXV0ZKy7kS7RQFzEgaRe_xH11CkBNT8yGKhVkWvo_JWReBsOC8oeO7apJkx1LVEHG-fseL3dhC2ddXSdoXJ7NwdolfILbs1MnbyzPfPZhcGQjHCfJrg?key=s0K3JDIvJwQU0bGBz1eegYSI\" alt=\"\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>R\u00e9daction et envoi de la r\u00e9ponse<\/strong><\/h3>\n\n\n\n<p>76% des clients se sentent frustr\u00e9s lorsqu\u2019ils n\u2019ont pas une exp\u00e9rience client personnalis\u00e9e d\u2019apr\u00e8s une <a href=\"https:\/\/www.mckinsey.com\/featured-insights\/mckinsey-explainers\/what-is-personalization\">\u00e9tude McKinsey,<\/a> d\u2019o\u00f9 l\u2019importance de r\u00e9diger une r\u00e9ponse empathique et adapt\u00e9e \u00e0 son client.&nbsp;<\/p>\n\n\n\n<p>Historiquement, pour gagner du temps, les entreprises utilisaient des templates de r\u00e9ponses. Toutefois, cette approche, bien qu\u2019utile dans certains cas, ne peut toujours \u00eatre adapt\u00e9e au ton ni au contexte de la requ\u00eate, et d\u00e8s lors demande tr\u00e8s souvent \u00e0 l\u2019agent de remodifier, parfois compl\u00e8tement, son template.&nbsp;<\/p>\n\n\n\n<p>Or, l\u2019utilisation d\u2019une <a href=\"https:\/\/golem.ai\/fr\/produits\/inboxcare\/ia-generative-reponses-enrichies\">neuro-symbolic AI<\/a> permet \u00e0 la fois d\u2019analyser avec pr\u00e9cision et fiabilit\u00e9 le contexte, le ton et l\u2019intention d\u2019un message, mais \u00e9galement de g\u00e9n\u00e9rer une r\u00e9ponse de mani\u00e8re empathique. Cette combinaison des deux vous permet d\u2019offrir <strong>a tailor-made response<\/strong> \u00e0 vos clients.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Actions sp\u00e9cifiques<\/strong><\/h3>\n\n\n\n<p>En fonction des r\u00e8gles que vous aurez attribu\u00e9 \u00e0 votre IA, de vos processus de traitement de tickets, et du contexte du message, vous pourrez r\u00e9aliser plus efficacement les actions sp\u00e9cifiques apr\u00e8s l\u2019envoi de votre r\u00e9ponse.<\/p>\n\n\n\n<p>Illustrons notre propos avec un exemple : vous \u00eates une agence touristique, et un de vos clients souhaite de mani\u00e8re urgente modifier sa date de d\u00e9part. D\u00e8s lors, il vous faudra contacter au plus vite l\u2019un de vos prestataires pour modifier son billet. Une IA Neuro-symbolique vous permettra de traiter et de g\u00e9n\u00e9rer ce message au plus t\u00f4t.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Fin de traitement du ticket<\/strong><\/h2>\n\n\n\n<p>Une fois l\u2019automatisation des t\u00e2ches chronophages et r\u00e9p\u00e9titives cit\u00e9es pr\u00e9c\u00e9demment, il ne restera plus qu\u2019\u00e0 l\u2019agent de mettre \u00e0 jour le statut du ticket. L\u2019IA lui aura permis ainsi d\u2019\u00e9conomiser du temps, de r\u00e9duire de potentielles erreurs, et de r\u00e9pondre de mani\u00e8re personnalis\u00e9e au client. Ce traitement rapide et personnalis\u00e9 d\u2019un ticket, contribue de facto \u00e0 une augmentation de la satisfaction de vos clients.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>D\u00e8s lors, nous avons vu dans cet article que l\u2019IA neuro-symbolique pouvait jouer un r\u00f4le cl\u00e9 dans l\u2019optimisation de votre gestion de tickets. En effet, cette technologie n\u2019est pas qu\u2019une tendance mais peut \u00eatre un v\u00e9ritable levier de performance op\u00e9rationnelle pour votre entreprise. En automatisant l\u2019identification du ticket et son traitement, une technologie d\u2019IA neuro-symbolique comme celle de Golem.ai peut permettre \u00e0 vos \u00e9quipes de r\u00e9duire jusqu\u2019\u00e0 10 le co\u00fbt de traitement de vos tickets, et de lib\u00e9rer 2 fois plus de temps \u00e0 vos collaborateurs pour la gestion de ces tickets. Cela est d\u2019autant plus important tant le secteur du Tourisme conna\u00eet des fluctuations saisonni\u00e8res intenses, et se doit de g\u00e9rer avec urgence les demandes clients !<br><\/p>\n\n\n\n<p>Pour en savoir plus sur notre solution, et sur comment nous pourrions optimiser votre gestion de tickets, <a href=\"https:\/\/golem.ai\/fr\/contact\">Contact us<\/a> !<\/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>D\u00e9couvrez dans cet article comment l\u2019IA neuro-symbolique permet d\u2019optimiser la gestion des tickets des entreprises du Tourisme.<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>","protected":false},"author":23,"featured_media":31388,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[],"class_list":["post-31387","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment optimiser la gestion des tickets avec l\u2019IA ?<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment l\u2019IA neuro-symbolique permet aux entreprises du Tourisme d\u2019optimiser et d&#039;automatiser leur gestion de tickets !\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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