{"id":7782,"date":"2021-07-08T09:00:00","date_gmt":"2021-07-08T07:00:00","guid":{"rendered":"https:\/\/golem.ai\/blog\/ia-relation-client-chatbot\/"},"modified":"2022-07-26T15:23:47","modified_gmt":"2022-07-26T13:23:47","slug":"ia-relation-client-chatbot","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/ia-relation-client-chatbot","title":{"rendered":"Relation client : l’IA ne se r\u00e9sume pas au chatbot"},"content":{"rendered":"

Depuis la premi\u00e8re tentative d\u2019automatisation des conversations par Joseph Weizenbaum en 1960, les fantasmes autour des chatbots se sont depuis quelques ann\u00e9es amenuis\u00e9s. Aujourd\u2019hui la relation client m\u00e9rite mieux qu\u2019un simple chatbot. D\u00e9couvrez l\u2019analyse fine des enjeux de l\u2019IA dans ce secteur avec Jean-Denis Garo Head of Marketing chez Golem.ai, dans sa tribune pour Relation Client Mag<\/span><\/a>.<\/h3>\n

<\/p>\n

Une d\u00e9ception technologique<\/h2>\n

Dans cette tribune, Jean-Denis Garo dresse un historique d\u2019\u00e9volutions technologiques d\u2019outils conversationnels<\/strong>, dont subsiste une dichotomie entre les attentes du march\u00e9 et leurs performances r\u00e9elles.<\/p>\n

L\u2019int\u00e9gration d\u2019intelligences artificielles de compr\u00e9hension du langage<\/strong> est un enjeu de taille pour le secteur de la relation client. \u00c9viter d\u2019\u00eatre contre-productif dans certains cas d\u2019usages<\/span><\/a><\/strong>, en particulier sur les chatbots, reste tr\u00e8s d\u00e9pendant de la m\u00e9thode choisie (qualit\u00e9 d\u2019un arbre de d\u00e9cisions\u2026).<\/p>\n

\u00ab Toutes les technologies NLU (Natural Language Understanding), qui permettent aux machines de comprendre le langage humain, fonctionnent de la m\u00eame mani\u00e8re. Il s’agit d’entrer des dizaines de milliers de termes puis de les caract\u00e9riser manuellement : on clique sur un mot et on lui associe une signification. C’est tr\u00e8s long. Et \u00e0 chaque fois que quelqu’un fait un chatbot, il doit r\u00e9apprendre le langage \u00e0 la machine \u00bb<\/em> Thomas Solignac CEO & Co-fondateur de Golem.ai<\/p>\n

Les biais dus \u00e0 un entra\u00eenement type machine learning rend le travail long et fastidieux l\u00e0 o\u00f9 l\u2019usage d\u2019une IA symbolique<\/strong> permet une performance plus rapide et transparente, car ind\u00e9pendante de toutes formes d\u2019entra\u00eenements.<\/p>\n

\"\"<\/a><\/p>\n

L\u2019exp\u00e9rience client comme moteur de performance<\/h2>\n

Jean-Denis Garo \u00e9voque \u00e9galement la complexit\u00e9 \u201cd\u2019int\u00e9grer et d\u2019analyser l\u2019ensemble des donn\u00e9es communiqu\u00e9es au travers des diff\u00e9rents m\u00e9dias utilis\u00e9s<\/em>\u201d. Mati\u00e8res premi\u00e8res de la compr\u00e9hension d\u2019une bonne customer experience<\/strong>, elles \u00e9manent de plusieurs canaux (email, sms, appels t\u00e9l\u00e9phoniques des centres de relation client<\/span><\/a><\/strong>\u2026) qu\u2019il faut absolument analyser. Une tribune \u00e0 d\u00e9couvrir sur Relation Client Mag<\/span><\/a><\/strong> !<\/p>\n

<\/p>\n\n\n

Pour en savoir plus sur l\u2019accompagnement de la relation client par l\u2019intelligence artificielle, n\u2019h\u00e9sitez pas \u00e0 consulter<\/strong> notre page<\/strong><\/a> ou bien \u00e0 contacter nos \u00e9quipes<\/strong><\/a> directement.<\/p>\n","protected":false},"excerpt":{"rendered":"

Comment performer gr\u00e2ce \u00e0 l’IA pour personnaliser nos interactions dans la relation client au del\u00e0 du simple usage de chatbots ?<\/p>","protected":false},"author":1,"featured_media":7784,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[],"class_list":["post-7782","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client"],"acf":[],"yoast_head":"\nRelation client : l\u2019IA pour fournir des insights business actionnables<\/title>\n<meta name=\"description\" content=\"L\u2019intelligence artificielle, un outil puissant d\u2019analyse des messages bien au del\u00e0 des chatbots\" \/>\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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