{"id":10545,"date":"2022-01-06T16:10:53","date_gmt":"2022-01-06T15:10:53","guid":{"rendered":"https:\/\/golem.ai\/?p=10545"},"modified":"2022-04-22T10:56:57","modified_gmt":"2022-04-22T08:56:57","slug":"ia-contact-relation-client","status":"publish","type":"post","link":"https:\/\/miralia.ai\/fr\/blog\/relation-client\/ia-contact-relation-client","title":{"rendered":"Comment l\u2019IA r\u00e9volutionne les centres de contact des entreprises ?"},"content":{"rendered":"\n<figure class=\"wp-block-table\"><table><tbody><tr><td><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Aujourd\u2019hui, la majorit\u00e9 des \u00e9changes entre les entreprises et leurs clients se font par t\u00e9l\u00e9phone*. Ces interactions sont compliqu\u00e9es et d\u00e9licates \u00e0 traiter, car la r\u00e9ponse doit \u00eatre&nbsp; imm\u00e9diate, claire et sans demander d\u2019actions particuli\u00e8res du client. Cependant, les centres de contact, souvent submerg\u00e9s d\u2019appels, ne disposent pas toujours des ressources n\u00e9cessaires pour traiter toutes les demandes. R\u00e9sultat, le temps d\u2019attente pour le traitement des demandes est important, les agents sont sous pression et l\u2019exp\u00e9rience client n\u2019est pas optimale. Mais alors, comment l\u2019IA permet de r\u00e9pondre \u00e0 toutes ces probl\u00e9matiques ?&nbsp;&nbsp;<\/strong><\/h3>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>L\u2019alliance entre l\u2019IA et l\u2019agent humain<\/strong><\/h2>\n\n\n\n<p>Les centres de contact sont g\u00e9n\u00e9ralement envahis par des <strong>demandes basiques <\/strong>(r\u00e9f\u00e9rence d\u2019une commande, suivi d\u2019un colis, etc) qui provoquent une saturation des lignes t\u00e9l\u00e9phoniques et une diminution du temps que l\u2019agent peut consacrer \u00e0 traiter les demandes les plus importantes. M\u00e9caniquement, si le d\u00e9lai de traitement des demandes clients augmente, certaines ne sont pas trait\u00e9es ce qui impacte n\u00e9gativement la <strong>satisfaction client<\/strong>. L&rsquo;IA est un outil qui permet de traiter ces demandes, d&rsquo;analyser les donn\u00e9es, d\u2019en comprendre le sens gr\u00e2ce \u00e0 une mise en contexte et d\u2019en d\u00e9duire des solutions en mati\u00e8re de <strong>support<\/strong> et de <strong>SAV<\/strong>.&nbsp;<\/p>\n\n\n\n<p><strong>L\u2019IA conversationnelle<\/strong> g\u00e9n\u00e9ralement dot\u00e9e d\u2019un syst\u00e8me de <a href=\"https:\/\/golem.ai\/fr\/blog\/linguistique\/nlp-fonctionnement-complexe\/\"><strong>traitement du langage naturel<\/strong><\/a>, peut jouer le r\u00f4le d\u2019un agent virtuel vocal qui va traiter les demandes t\u00e9l\u00e9phoniques simples et r\u00e9p\u00e9titives <strong>automatiquement<\/strong>. Ce type d\u2019IA pr\u00e9sente l\u2019avantage d\u2019\u00eatre disponible 24h\/24 pour prendre en charge les demandes des clients imm\u00e9diatement. L\u2019automatisation permet aux agents de <strong>gagner du temps<\/strong>, ainsi ils peuvent faire appel \u00e0 leur comp\u00e9tences pour traiter des demandes plus complexes.&nbsp;<\/p>\n\n\n\n<p>La combinaison entre les capacit\u00e9s de l\u2019IA et les comp\u00e9tences de l\u2019agent humain, constitue aujourd\u2019hui une solution pour satisfaire les diff\u00e9rentes demandes des clients. Cette strat\u00e9gie hybride <strong>optimise l\u2019efficacit\u00e9<\/strong> des centres de contact en r\u00e9duisant les temps de traitement des demandes, en augmentant le taux de demandes prises en charge et par cons\u00e9quent, la satisfaction des clients.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter 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>Les diff\u00e9rents usages de l\u2019IA&nbsp;<\/strong><\/h2>\n\n\n\n<p>Pour les centres de contact, le principal usage de l\u2019IA est <strong>l\u2019automatisation<\/strong> du traitement des flux de demandes entrantes. Gr\u00e2ce \u00e0 l\u2019analyse des diff\u00e9rentes informations et une contextualisation de la demande, l\u2019IA peut d\u00e9tecter la ou les <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/?s=intention\">intentions<\/a><\/strong> du client gr\u00e2ce \u00e0 l\u2019<strong>analyse s\u00e9mantique<\/strong>. Cette automatisation permet \u00e0 l\u2019agent humain de conna\u00eetre directement l\u2019objet de la demande (insatisfaction, modification d\u2019un contrat\u2026), il peut ainsi apporter la r\u00e9ponse la plus appropri\u00e9e rapidement, avec la possibilit\u00e9 d\u2019avoir m\u00eame un message pr\u00e9-r\u00e9dig\u00e9. De plus, l\u2019IA peut \u00eatre configur\u00e9e pour remplir automatiquement des formulaires administratifs \u00e0 partir des donn\u00e9es recueillies dans les demandes.&nbsp;<\/p>\n\n\n\n<p>Autrement, <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/interview-bsmart-ia-symbolique\/\"><strong>l\u2019analyse des donn\u00e9es<\/strong><\/a> par l\u2019IA permet de d\u00e9tecter l\u2019humeur d\u2019un client (stress\u00e9 ou en col\u00e8re par exemple) et de recommander des \u00e9l\u00e9ments de langage en temps r\u00e9el \u00e0 l\u2019agent humain pour am\u00e9liorer la <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/ia-automatisation-relation-client\/\">gestion des demandes<\/a><\/strong>. L\u2019analyse et l\u2019exploitation des donn\u00e9es par l&rsquo;IA permettent de d\u00e9tecter les interactions les plus efficaces, d\u2019en retenir les \u00e9l\u00e9ments pertinents pour les int\u00e9grer \u00e0 de nouvelles <strong>strat\u00e9gies<\/strong> et <strong>pratiques <\/strong>dans les centres de contacts.&nbsp;<\/p>\n\n\n\n<p>Enfin, l\u2019IA peut avoir un usage <strong>pr\u00e9dictif<\/strong>, permettant de faire des estimations du nombre potentiel d&rsquo;appels et des sujets que les clients vont aborder dans leurs requ\u00eates par exemple. Cette fonctionnalit\u00e9 pr\u00e9dictive permet d\u2019<strong>adapter<\/strong> efficacement l\u2019affectation des agents humains en fonction des pr\u00e9dictions pour une p\u00e9riode donn\u00e9e.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Vous souhaitez en savoir plus sur l\u2019exploitation des donn\u00e9es par notre IA? Consultez directement notre page<strong><a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\"> relation client<\/a><\/strong> pour plus d\u2019informations. N\u2019h\u00e9sitez pas \u00e0 contacter<strong> <a href=\"https:\/\/golem.ai\/fr\/contact\/\">nos \u00e9quipes<\/a><\/strong> si vous avez la moindre question, elles se feront un plaisir de vous r\u00e9pondre !<\/p>\n\n\n\n<p style=\"font-size:10px\">*https:\/\/www.journaldunet.com\/ebusiness\/commerce\/1196362-le-mobile-comme-clef-du-succes-de-la-relation-client\/<\/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>Si la majorit\u00e9 des \u00e9changes avec les clients se font par t\u00e9l\u00e9phone, les centres de contacts se trouvent rapidement submerg\u00e9s pour traiter tous les appels. Alors, comment l\u2019IA simplifie ce travail ?<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":10,"featured_media":10562,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[77,95,94,88,90,89,76,75,80,78],"class_list":["post-10545","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client","tag-ai","tag-centre-dappel","tag-contact","tag-data","tag-exploitation","tag-gestion","tag-ia","tag-intelligence-artificielle","tag-relation-client","tag-travail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>IA et centre de contact : l\u2019automatisation des la 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