{"id":9421,"date":"2021-10-28T14:16:17","date_gmt":"2021-10-28T12:16:17","guid":{"rendered":"https:\/\/golem.ai\/?p=9421"},"modified":"2022-07-26T15:41:05","modified_gmt":"2022-07-26T13:41:05","slug":"webinar-ia-relation-client","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/webinar-ia-relation-client","title":{"rendered":"Les services clients \u00e0 l\u2019\u00e8re de l\u2019IA : \u00e9tude et cas d\u2019usages"},"content":{"rendered":"<h3 class=\"wp-block-heading\">La digitalisation des entreprises, l\u2019accumulation de donn\u00e9es issues de textes de documents ou de courriels, a pris une ampleur importante. Cette surcharge d\u2019informations a \u00e9t\u00e9 multipli\u00e9e par le nombre d\u2019interactions de plus en plus nombreuses notamment dans les services clients. Mais \u00e0 quel prix ? Et pour quelles finalit\u00e9s ? Retour sur notre webinar anim\u00e9 par Mathieu Cottin, directeur Axys Consultants, Pierre Bancelin, Head of product marketing et Celia Doreau, CSO et associ\u00e9e chez Golem.ai.<\/h3>\n\n\n\n<h2 class=\"wp-block-heading\">Les services clients en expansion<\/h2>\n\n\n\n<p>Chaque ann\u00e9e, <strong><a href=\"https:\/\/www.axys-consultants.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Axys consultants<\/a> <\/strong>effectue une \u00e9tude analysant l\u2019\u00e9tat de l\u2019art des<strong> tendances \u00e9mergentes<\/strong> du march\u00e9. Sans surprises, elle se focalise cette ann\u00e9e sur les cons\u00e9quences et enseignements des entreprises suite \u00e0 la pand\u00e9mie mondiale.<\/p>\n\n\n\n<p>Le constat est sans \u00e9quivoque, les <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/kyc-relation-client-ia\/\"><strong>services clients<\/strong><\/a> ont \u00e9t\u00e9 sur sollicit\u00e9s, avec <strong>une explosion des interactions<\/strong> (BtoB, BtoC\u2026). Sa place centrale dans les \u00e9changes entre les entreprises et les clients et ce sur diff\u00e9rents canaux de communication (email, r\u00e9seaux sociaux\u2026) a \u00e9t\u00e9 renforc\u00e9e.<\/p>\n\n\n\n<p>N\u00e9anmoins, l\u2019acc\u00e9l\u00e9ration des interactions engendre <strong>un volume de contacts important \u00e0 traiter<\/strong>, un besoin fort de prioriser les demandes en fonction des urgences, avec une qualit\u00e9 de service toujours plus forte. En cons\u00e9quence, les projets d\u2019<strong>artificial intelligence <\/strong>au sein des services clients se sont eux aussi multipli\u00e9s.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"447\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2021\/10\/28140444\/etude-axys-consultants-1024x447.jpg\" alt=\"\" class=\"wp-image-9425\" srcset=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2021\/10\/28140444\/etude-axys-consultants-300x131.jpg 300w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2021\/10\/28140444\/etude-axys-consultants-1024x447.jpg 1024w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2021\/10\/28140444\/etude-axys-consultants-768x336.jpg 768w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2021\/10\/28140444\/etude-axys-consultants-1536x671.jpg 1536w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2021\/10\/28140444\/etude-axys-consultants-2048x895.jpg 2048w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2021\/10\/28140444\/etude-axys-consultants-18x8.jpg 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption><em>Echantillon analys\u00e9 dans le cadre de l&rsquo;\u00e9tude Axys Consultants<\/em><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">L\u2019intelligence artificielle comme acc\u00e9l\u00e9rateur du traitement des demandes<\/h2>\n\n\n\n<p>Le traitement d\u2019<strong>une quantit\u00e9 importante de messages<\/strong> est de nos jours une probl\u00e9matique primordiale tant le volume est massif. Insatisfaction, demande de remboursement, modification de documents, <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/analyse-documents-ia-kyc\/\"><strong>validation KYC<\/strong><\/a>\u2026<\/p>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/golem.ai\/fr\/ressources\/webinar-axys-consultants\/\"><strong>Retrouvez ce Webinar en replay<\/strong><\/a><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><a href=\"https:\/\/golem.ai\/fr\/ressources\/webinar-axys-consultants\/\"><img decoding=\"async\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/04\/07104706\/Webinar-Axys-Consultants.png\" alt=\"\" class=\"wp-image-12766\" width=\"566\" height=\"339\" srcset=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/04\/07104706\/Webinar-Axys-Consultants-300x180.png 300w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/04\/07104706\/Webinar-Axys-Consultants-18x12.png 18w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/04\/07104706\/Webinar-Axys-Consultants.png 755w\" sizes=\"(max-width: 566px) 100vw, 566px\" \/><\/a><\/figure>\n\n\n\n<p>C\u2019est en ce point qu\u2019une intelligence artificielle explicable prend du sens. Car au-del\u00e0 du souci de performance, il est n\u00e9cessaire d\u2019avoir une bonne <strong>analyse de l\u2019ensemble des contenus<\/strong>, y compris des documents et <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/ia-analyse-pieces-jointes\/\">pi\u00e8ces jointes<\/a> <\/strong>complexes \u00e0 analyser, avant de soutenir le processus de d\u00e9cision d\u2019un collaborateur.<\/p>\n\n\n\n<p>Vous souhaitez en savoir plus sur l\u2019apport de notre IA pour les services client ? Consultez directement notre&nbsp;<a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\"><strong>page<\/strong><\/a> pour plus d\u2019informations, ainsi que nos solutions de traitement de donn\u00e9es&nbsp;<a href=\"https:\/\/golem.ai\/fr\/produits\/docuchecker\/\"><strong>DocuChecker<\/strong><\/a>&nbsp;and&nbsp;<a href=\"https:\/\/golem.ai\/fr\/produits\/inboxcare\/\"><strong>InboxCare<\/strong><\/a>.&nbsp;N\u2019h\u00e9sitez pas \u00e0 contacter&nbsp;<a href=\"https:\/\/golem.ai\/en\/contact\/\"><strong>nos \u00e9quipes<\/strong><\/a>&nbsp;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>La sur sollicitation des services de relation client provoque une multiplication des projets d\u2019IA. Mais \u00e0 quels co\u00fbts et pour quelles finalit\u00e9s ?<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>","protected":false},"author":3,"featured_media":9423,"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-9421","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>IA et relation client : l\u2019analyse des messages entrants<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez l\u2019ensemble de notre webinar sur l\u2019analyse des co\u00fbts et d\u00e9lais de traitement des messages dans la relation client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/miralia.ai\/en\/blog\/relation-client\/webinar-ia-relation-client\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IA et relation client : l\u2019analyse des messages entrants\" \/>\n<meta property=\"og:description\" content=\"D\u00e9couvrez l\u2019ensemble de notre webinar sur l\u2019analyse des co\u00fbts et d\u00e9lais de traitement des messages dans la relation client.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/miralia.ai\/en\/blog\/relation-client\/webinar-ia-relation-client\/\" \/>\n<meta property=\"og:site_name\" content=\"Miralia.ai\" \/>\n<meta property=\"article:published_time\" content=\"2021-10-28T12:16:17+00:00\" \/>\n<meta property=\"article:modified_time\" 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