{"id":7887,"date":"2019-10-01T17:00:00","date_gmt":"2019-10-01T15:00:00","guid":{"rendered":"https:\/\/golem.ai\/blog\/interview-tommy-trouillonfaret-ia-relation-client\/"},"modified":"2022-04-22T12:15:57","modified_gmt":"2022-04-22T10:15:57","slug":"interview-tommy-trouillonfaret-ia-relation-client","status":"publish","type":"post","link":"https:\/\/miralia.ai\/fr\/blog\/relation-client\/interview-tommy-trouillonfaret-ia-relation-client","title":{"rendered":"\u201cL\u2019objectif est de lib\u00e9rer du temps pour que les salari\u00e9s puissent investir plus de temps dans l’interaction avec le client\u201d interview de Tommy Trouillon-Faret"},"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

Aujourd\u2019hui, rencontre avec Tommy Trouillon-Faret, Responsable Intelligence Artificielle & RPA Groupe Macif.
\nRetrouvez Tommy sur 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 ? <\/strong><\/span><\/h2>\n

En partie par m\u00e9connaissance du sujet. Ce que l\u2019on ne connait pas fait peur\u2026 Il est important de d\u00e9mystifier ces solutions et leur apport en termes d\u2019efficacit\u00e9 op\u00e9rationnelle, de fa\u00e7on concr\u00e8te<\/strong>. Par ailleurs, certaines activit\u00e9s resteront n\u00e9cessairement trait\u00e9es par des humains (empathie, etc.). Par exemple, le traitement d\u2019un sinistre corporel…<\/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

Ces solutions apportent une r\u00e9ponse imm\u00e9diate et concr\u00e8te du quotidien<\/strong> : le gain est perceptible imm\u00e9diatement et directement par l\u2019utilisateur…<\/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

Pour le client qui souhaite de l\u2019imm\u00e9diatet\u00e9 dans ses sollicitations, l’interaction avec un robot n\u2019est pas un risque. En revanche, pour le client d\u00e9sireux de converser avec un humain, il faut offrir la possibilit\u00e9 de le faire d\u00e8s le d\u00e9but de l’interaction quel que soit le canal. L\u2019objectif est effectivement de lib\u00e9rer du temps<\/strong> pour que les salari\u00e9s puissent investir plus de temps dans l’interaction avec le client ou le traitement de dossiers complexes<\/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><\/h2>\n

Les transformations engag\u00e9es dans les entreprises depuis quelques ann\u00e9es l\u2019ont \u00e9t\u00e9 pour r\u00e9pondre \u00e0 cette ambition.<\/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

La priorit\u00e9 a \u00e9t\u00e9 donn\u00e9e \u00e0 une IA qui nous permet d\u2019am\u00e9liorer le traitement des demandes post\u00e9es par les internautes<\/strong> via des formulaires sur le site macif.fr. Cette IA nous sert \u00e0 qualifier et \u00e0 router la demande vers les services m\u00e9tiers appropri\u00e9s pour \u00eatre prise en charge par un humain. On r\u00e9pond ainsi aux 2 objectifs : satisfaction client<\/strong> (d\u00e9lais r\u00e9duits et r\u00e9ponse humaine de qualit\u00e9 et personnalis\u00e9e) et satisfaction collaborateur<\/strong> (demandes correctement qualifi\u00e9es et r\u00e9gulation du flux).<\/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 Tommy Trouillon-Faret, Responsable Intelligence Artificielle & RPA Groupe Macif pour notre s\u00e9rie de t\u00e9moignages de professionnels sur l\u2019IA et la relation client dans la banque et l’assurance.<\/p>\n","protected":false},"author":1,"featured_media":7889,"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-7887","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client"],"acf":[],"yoast_head":"\nInterview de Tommy Trouillon-Faret 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 Tommy Trouillon-Faret : d\u00e9couvrez sa vision de l\u2019intelligence artificielle.\" \/>\n<meta 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