{"id":9771,"date":"2021-12-02T16:47:27","date_gmt":"2021-12-02T15:47:27","guid":{"rendered":"https:\/\/golem.ai\/?p=9771"},"modified":"2022-04-22T11:23:54","modified_gmt":"2022-04-22T09:23:54","slug":"relation-client-emails-tickets","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/relation-client-emails-tickets","title":{"rendered":"Pourquoi transformer vos emails en tickets avec l\u2019intelligence artificielle ?"},"content":{"rendered":"<h3 class=\"wp-block-heading\"><em>Avec plus d\u20191,4 milliards emails envoy\u00e9s par jour en France*, le traitement des requ\u00eates notamment pour les services clients s\u2019intensifie. R\u00e9clamations, insatisfactions, demande de renseignements\u2026 Le traitement doit aujourd\u2019hui \u00eatre quasi instantan\u00e9, sur des canaux asynchrones, avec un degr\u00e9 de qualit\u00e9 \u00e9lev\u00e9. Un avantage que l\u2019intelligence artificielle apporte en particulier dans le traitement du ticketing.<\/em><\/h3>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Le traitement des requ\u00eates multicanales&nbsp;<\/strong><\/h2>\n\n\n\n<p>Qu\u2019il s&rsquo;agisse de demandes entrantes BtoB ou BtoC, le degr\u00e9 d&rsquo;exigence \u00e9volue parall\u00e8lement aux usages que nous faisons des outils de communication. L\u2019appel t\u00e9l\u00e9phonique aupr\u00e8s des t\u00e9l\u00e9conseillers est loin d\u2019\u00eatre aujourd\u2019hui le seul moyen de contacter un <strong>service client<\/strong>, nous utilisons bon nombre de nouveaux canaux de communication.&nbsp;<\/p>\n\n\n\n<p>Email, r\u00e9seaux sociaux, messagerie instantan\u00e9e, autant de vecteurs d\u2019\u00e9changes qui imposent aux entreprises <strong>une gestion rapide des requ\u00eates<\/strong>, voire imm\u00e9diate. Nous le vivons au quotidien, difficile de concevoir qu\u2019apr\u00e8s un paiement serviciel en ligne, nous rencontrions un probl\u00e8me d\u2019acc\u00e8s sans que notre requ\u00eate soit r\u00e9solue dans l\u2019heure. La performance du syst\u00e8me de ticketing mis en place sera d\u00e9terminante du taux de <strong>satisfaction des clients<\/strong>, et plus globalement de l\u2019image de marque. Telco, services publics, Hitech, aucun secteur n\u2019est \u00e9pargn\u00e9.<\/p>\n\n\n\n<p>D\u2019apr\u00e8s une \u00e9tude d\u2019<a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/webinar-ia-relation-client\/\"><strong>Axys Consultants<\/strong><\/a>, <strong>l\u2019email est aujourd\u2019hui le premier canal<\/strong> propos\u00e9 par les entreprises pour joindre les services clients pour 91,3 %** d\u2019entre elles, et ce devant les t\u00e9l\u00e9conseillers \u00e0 87%. Un enjeu de taille que <strong>l\u2019intelligence artificielle<\/strong> permet de r\u00e9soudre notamment dans la gestion du ticketing.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full 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\"><strong>La d\u00e9tection d\u2019intentions par l\u2019intelligence artificielle<\/strong><\/h2>\n\n\n\n<p>The <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/interview-bsmart-ia-symbolique\/\"><strong>textes et documents<\/strong><\/a> re\u00e7us dans les <strong>demandes entrantes<\/strong> sont volumineux. C\u2019est la plus grande source d\u2019informations que traitent aujourd\u2019hui les entreprises. Mais pour parfaire le traitement des requ\u00eates, il est n\u00e9cessaire d\u2019identifier toutes les intentions \u00e9manant de ces derniers gr\u00e2ce \u00e0 l\u2019intelligence artificielle.<\/p>\n\n\n\n<p>La simple <strong>d\u00e9tection des entit\u00e9s ou des donn\u00e9es<\/strong> telles que les noms, les adresses, les num\u00e9ros&#8230; ne suffit pas \u00e0 soulager le t\u00e9l\u00e9conseiller de la ressaisie manuelle dans un syst\u00e8me de ticketing.<\/p>\n\n\n\n<p>Il est n\u00e9cessaire de comprendre des intentions multiples (demande de brochures, changement d\u2019adresse\u2026) parfois pr\u00e9sentes dans un seul e-mail, et de corr\u00e9ler ces informations \u00e9manant d\u2019autres canaux pour ne pas cr\u00e9er de frustrations.<\/p>\n\n\n\n<p>Cette d\u00e9tection faite, <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/ia-usage-avantage\/\"><strong>l\u2019intelligence artificielle<\/strong><\/a> peut transformer cette requ\u00eate en ticket, pour simplifier le travail du support client. Le ROI est rapidement mesurable sur le temps gagn\u00e9 dans le traitement d\u2019une requ\u00eate et surtout la satisfaction accrue des clients qui recevront une r\u00e9ponse personnalis\u00e9e et trait\u00e9e rapidement.<\/p>\n\n\n\n<p><em>Vous souhaitez en savoir plus sur l\u2019apport de l\u2019intelligence artificielle pour les services client ? Consultez<\/em><a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\"><em> <strong>les d\u00e9tails<\/strong> <strong>de notre solution ici<\/strong><\/em><\/a><em> or <\/em><a href=\"https:\/\/golem.ai\/fr\/contact\/\"><em><strong>contactez nos \u00e9quipes<\/strong><\/em><\/a><em>.<\/em><\/p>\n\n\n\n<p style=\"font-size:9px\">*<a href=\"https:\/\/www.mediametrie.fr\/sites\/default\/files\/2019-02\/2019%2003%2001%20CP%20Audience%20Internet%20Global_Janvier.pdf\"><em>https:\/\/www.mediametrie.fr\/sites\/default\/files\/2019-02\/2019%2003%2001%20CP%20Audience%20Internet%20Global_Janvier.pdf<\/em><\/a><br>**<a href=\"https:\/\/www.axys-consultants.com\/actualites\/etude-service-client-a-lere-de-lia-de-digitalisation\"><em>https:\/\/www.axys-consultants.com\/actualites\/etude-service-client-a-lere-de-lia-de-digitalisation<\/em><\/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>Requ\u00eates multicanales, d\u00e9tection d\u2019intentions, cat\u00e9gorisation des demandes\u2026 Comment l\u2019intelligence artificielle assiste la gestion de la relation client ?<!-- 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":9774,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[77,76,75,80],"class_list":["post-9771","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client","tag-ai","tag-ia","tag-intelligence-artificielle","tag-relation-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ 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