{"id":7884,"date":"2019-09-19T13:00:00","date_gmt":"2019-09-19T11:00:00","guid":{"rendered":"https:\/\/golem.ai\/blog\/interview-magali-noe-ia-relation-client\/"},"modified":"2022-04-22T12:16:06","modified_gmt":"2022-04-22T10:16:06","slug":"interview-magali-noe-ia-relation-client","status":"publish","type":"post","link":"https:\/\/miralia.ai\/fr\/blog\/relation-client\/interview-magali-noe-ia-relation-client","title":{"rendered":"\u201cLe grand d\u00e9fi de l\u2019assurance est le parcours client\u201d interview de Magali No\u00e9"},"content":{"rendered":"

\u00c0 l\u2019occasion de la sortie du livre blanc de Golem.ai de 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

\n

\"\"<\/p>\n

\n

Aujourd\u2019hui, rencontre avec Magali No\u00e9, Chief Digital Officer Groupe CNP Assurances.
\nRetrouvez Magali sur son compte Twitter<\/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 ? <\/strong><\/span><\/h2>\n

L\u2019IA est forc\u00e9ment un atout dans la relation client<\/strong> mais seule, elle ne peut pas offrir la diversit\u00e9 d\u2019espaces de contacts n\u00e9cessaires pour remporter la confiance et la fid\u00e9lisation des clients.
\nLe grand d\u00e9fi de l\u2019assurance est le parcours client<\/strong>, gagner la confiance du client, r\u00e9pondre \u00e0 ses besoins en plus de r\u00e9pondre aux r\u00e9glementations.<\/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><\/h2>\n

Automatiser l\u2019existant est plus facile \u00e0 faire que refondre l\u2019ensemble d\u2019une exp\u00e9rience client.
\nLe travail en profondeur n\u00e9cessaire consiste \u00e0 passer de la digitalisation des process existant \u00e0 la refonte des business models avec comme centre de gravit\u00e9 le client<\/strong>.
\nLes remises en cause sont encore trop superficielles.
\nLes dirigeants doivent encourager cette vision ambitieuse.<\/strong> Il ne faut pas se contenter de \u00ab transformettes \u00bb<\/strong>.<\/p>\n

\"\"<\/a><\/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><\/h2>\n

L\u2019avenir est \u00e0 ceux qui exploiteront au maximum le num\u00e9rique en le combinant \u00e0 des contacts humains<\/strong> au moment qui compte pour le client.<\/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><\/h2>\n

Les banques et assurances ne doivent plus raisonner comme s\u2019ils \u00e9taient seuls : nous allons de plus en plus vivre dans des mondes int\u00e9gr\u00e9s, b\u00e2tis en \u00e9cosyst\u00e8mes. Chacun doit devenir des assembleurs, des co-d\u00e9veloppeurs en faisant des alliances avec d\u2019autres acteurs<\/strong>. En effet, si vous \u00e9laborez une solution \u00e0 un probl\u00e8me client, la plupart du temps, elle sera l\u2019assemblage de plusieurs \u00e9l\u00e9ments. Elle peut comporter de l\u2019assurance, mais correspondra encore mieux au besoin client si elle est enrichie de services \u00e0 la personne, d\u2019une signature \u00e9lectronique, d\u2019un chatbot, de paiement sans contact\u2026<\/p>\n

Si vous deviez choisir une seule solution d’IA \u00e0 impl\u00e9menter en priorit\u00e9, laquelle serait-elle et pourquoi ?<\/strong><\/span><\/h2>\n

Toutes celles qui soutiennent les assureurs en termes de confiance et de simplicit\u00e9.<\/strong> La blockchain par exemple.<\/p>\n

\n

D\u00e9couvrez comment notre intelligence artificielle permet d\u2019am\u00e9liorer la relation client<\/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 Magali No\u00e9, CDO chez CNP Assurances 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>\n","protected":false},"author":1,"featured_media":7886,"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-7884","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client"],"acf":[],"yoast_head":"\nInterview de Magali No\u00e9 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 Magali No\u00e9 : d\u00e9couvrez sa vision l\u2019intelligence artificielle.\" \/>\n<meta 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