{"id":7845,"date":"2019-11-05T14:22:49","date_gmt":"2019-11-05T13:22:49","guid":{"rendered":"https:\/\/golem.ai\/blog\/interview-julien-bonnel-ia-relation-client\/"},"modified":"2022-04-22T12:13:38","modified_gmt":"2022-04-22T10:13:38","slug":"interview-julien-bonnel-ia-relation-client","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/interview-julien-bonnel-ia-relation-client","title":{"rendered":"\u201cL\u2019IA correctement d\u00e9ploy\u00e9e permet de construire des outils cl\u00e9s pour mieux comprendre ses clients\u201d interview de Julien Bonnel"},"content":{"rendered":"

\u00c0 l\u2019occasion de la sortie du livre blanc de Golem.ai suite \u00e0 notre \u00e9tude \u00ab IA & Relation Client dans la Banque et l\u2019Assurance\u00bb, nos \u00e9quipes ont interview\u00e9 des professionnels de ces secteurs pour recueillir leur exp\u00e9rience et leur vision de l\u2019IA dans leur m\u00e9tier et plus sp\u00e9cifiquement dans la relation client.<\/h3>\n

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Aujourd\u2019hui, rencontre avec Julien Bonnel, Responsable Innovation au sein de Symag, une filiale de BNP Paribas, \u00e9diteur et int\u00e9grateur de solutions logicielles pour les m\u00e9tiers du commerce et d\u2019autres secteurs d\u2019activit\u00e9. Julien a pour mission d\u2019accompagner la strat\u00e9gie Innovation de Symag sur ses solutions existantes et sur ses futures solutions, en interne et en Open et Co Innovation avec des partenaires acad\u00e9miques et priv\u00e9s. Julien repr\u00e9sente Symag au conseil d\u2019administration du P\u00f4le de Comp\u00e9titivit\u00e9 mondial SCS qui oeuvre au d\u00e9veloppement de l\u2019\u00e9cosyst\u00e8me technologique de la r\u00e9gion Sud Provence-Alpes-C\u00f4te d\u2019Azur notamment dans les domaines de la micro\u00e9lectronique, de la s\u00e9curit\u00e9, des solutions de mobilit\u00e9, des solutions communicantes, des objets connect\u00e9s (IoT), du Big Data, de l\u2019Intelligence Artificielle (IA), de la Blockchain et de l\u2019industrie du futur. Retrouvez Julien sur son compte Twitter<\/span><\/a>, ou bien son compte Linkedin<\/span><\/a> !<\/p>\n

Dans l\u2019enqu\u00eate, nous avons constat\u00e9 que les objectifs pl\u00e9biscit\u00e9s de l\u2019impl\u00e9mentation d\u2019IA par les professionnels de la banque et assurance \u00e9tait de :
\n– Faciliter l\u2019acc\u00e8s aux services, et d\u2019am\u00e9liorer le taux de clients satisfaits (91%)<\/p>\n

A contrario, les objectifs qui suscitaient le moins d\u2019adh\u00e9sion avec le plus fort taux de r\u00e9pondants en d\u00e9saccord sont :
\n– Am\u00e9liorer la confiance dans les services banque\/assurance (35 %)
\n– Fid\u00e9liser les clients (28 %)<\/p>\n

\u00c0 votre avis, pourquoi les solutions d\u2019IA ne sont pas per\u00e7ues comme des facteurs d\u2019am\u00e9lioration de la confiance et de la fid\u00e9lisation des clients ? Expliquez-vous cela par l\u2019importance du contact humain dans les secteurs banque\/assurance ?
\n<\/strong><\/span><\/h3>\n

J’explique cette d\u00e9fiance envers l’intelligence artificielle comme facteur d\u2019am\u00e9lioration de la confiance et de la fid\u00e9lisation des clients par la crainte des impacts n\u00e9gatifs de l’exploitation des donn\u00e9es personnelles n\u00e9cessaires \u00e0 l’IA<\/strong> et la m\u00e9connaissance des processus derri\u00e8re les solutions d’intelligence artificielle.
\nCette perception est d’ailleurs contradictoire avec les principaux facteurs d’am\u00e9lioration per\u00e7us qui sont eux des facteurs d’am\u00e9lioration de la fid\u00e9lisation client <\/strong>: que ce soit l’am\u00e9lioration du taux de clients satisfaits, la facilitation d’acc\u00e8s aux services ou la meilleure compr\u00e9hension des attentes et besoins des clients<\/strong> pour \u00eatre plus flexible dans l’adoption des offres…<\/p>\n

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

Dans l’enqu\u00eate, nous avons observ\u00e9 que les solutions d’automatisation, comme l’analyse de documents ou la g\u00e9n\u00e9ration de r\u00e9ponses, restent plus rentables que des solutions qui proposent des services personnalis\u00e9s par l’analyse des donn\u00e9es. Comment expliquer cela ? (Gain de temps, confiance, s\u00e9curisation des donn\u00e9es utilisateurs\u2026). <\/strong><\/span><\/h3>\n

Ces solutions semblent plus rentables, car ce sont les solutions qui sont les plus d\u00e9ploy\u00e9es et les plus palpables \u00e0 date.<\/strong>
\nLa mise en \u0153uvre de l’intelligence artificielle n’en est qu’au d\u00e9but et les solutions de personnalisation des services sont en cours de construction.
\nNous travaillons, nous-m\u00eames avec des partenaires, sur la construction de solutions de personnalisation des services<\/strong> dans le domaine du march\u00e9 de l’emploi reposant sur l’IA et la Blockchain.<\/p>\n

Pensez-vous que l\u2019IA risque de d\u00e9shumaniser les rapports avec la client\u00e8le ? Ou au contraire, permettre d\u2019investir plus de temps \u00e0 dialoguer avec les clients et mieux les conna\u00eetre ?<\/strong><\/span><\/h3>\n

Je pense que l’intelligence artificielle correctement d\u00e9ploy\u00e9e permet de construire des outils cl\u00e9s pour mieux comprendre ses clients<\/strong>, \u00eatre plus pertinent dans les interactions avec eux et par cons\u00e9quent d’am\u00e9liorer et d’enrichir les \u00e9changes et les dialogues entre humains<\/strong>.<\/p>\n

De nouvelles technologies apparaissent modifiant les usages des consommateurs, comme la confidentialit\u00e9 des donn\u00e9es souhait\u00e9e, la l\u00e9gislation RGPD, la concurrence des n\u00e9o-banques et assurances proposant des services d\u00e9mat\u00e9rialis\u00e9s\u2026 D’apr\u00e8s vous, les banques et assurances sont-elles pr\u00eates \u00e0 r\u00e9pondre \u00e0 ces nouvelles exigences en int\u00e9grant des IA rapidement ? <\/strong><\/span><\/h3>\n

Les banques et assurances n’ont pas d’autre choix que de r\u00e9pondre aux nouvelles exigences en int\u00e9grant l’intelligence artificielle rapidement<\/strong> : d’ailleurs les projets en cours sont nombreux.<\/p>\n

Si vous deviez choisir une seule solution d’IA \u00e0 impl\u00e9menter en priorit\u00e9, laquelle serait-elle et pourquoi ?<\/strong><\/span><\/h3>\n

Je pense que c’est une erreur de se fixer des priorit\u00e9s en termes de solution d’intelligence artificielle \u00e0 impl\u00e9menter : la priorit\u00e9 selon moi est de mettre en place un socle d’acquisition des donn\u00e9es standardis\u00e9es<\/strong> et interop\u00e9rable pour permettre de l\u2019agilit\u00e9 dans l’impl\u00e9mentation de solutions d’intelligence artificielle pertinentes.<\/p>\n

D\u00e9couvrez comment notre intelligence artificielle permet d\u2019am\u00e9liorer la customer relationships<\/a><\/strong> des entreprises. Et pour plus de contenus, consultez directement nos pages ressources<\/a><\/strong> ci-dessous !<\/p>\n","protected":false},"excerpt":{"rendered":"

Rencontre avec Julien Bonnel, Responsable Innovation chez Symag pour notre s\u00e9rie de t\u00e9moignages de professionnels sur l\u2019IA et la relation client dans la banque et l’assurance suite \u00e0 la parution de notre livre blanc.<\/p>","protected":false},"author":1,"featured_media":7847,"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-7845","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client"],"acf":[],"yoast_head":"\nInterview de Julien Bonnel sur l\u2019IA et la relation client<\/title>\n<meta name=\"description\" content=\"Suite \u00e0 notre \u00e9tude sur l\u2019IA et la relation client dans la banque et l\u2019assurance nous avons interrog\u00e9 Julien Bonnel : d\u00e9couvrez sa vision et son exp\u00e9rience de l\u2019intelligence 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