{"id":7917,"date":"2019-02-21T16:28:52","date_gmt":"2019-02-21T15:28:52","guid":{"rendered":"https:\/\/golem.ai\/blog\/phone-group-casablanca\/"},"modified":"2026-02-17T15:35:05","modified_gmt":"2026-02-17T14:35:05","slug":"phone-group-casablanca","status":"publish","type":"post","link":"https:\/\/miralia.ai\/fr\/blog\/phone-group-casablanca","title":{"rendered":"Miralia chez Phone Group : 2 jours d\u2019exp\u00e9rimentation \u00e0 Casablanca"},"content":{"rendered":"

En fin d\u2019ann\u00e9e 2018, nous avons \u00e9t\u00e9 invit\u00e9s \u00e0 Casablanca pour pr\u00e9senter notre IA, lors d\u2019un \u00e9v\u00e9nement organis\u00e9 par Phone Group. Interview nos deux voyageurs Jocelyn Rivollet Responsable Commercial & projets internationaux et Benjamin De Almeida Product Owner, qui ne d\u00e9m\u00e9ritent pas…<\/b><\/h3>\n

\"\"<\/p>\n

Que faisiez-vous \u00e0 Casablanca en cette fin d\u2019ann\u00e9e 2018 ?<\/b><\/h2>\n

Jocelyn :\u00a0<\/em>\u201cNous avons eu la chance d\u2019\u00eatre invit\u00e9 par un centre d\u2019appels<\/strong>, Phone Group<\/a>, filiale du groupe Arvato<\/a> afin de pr\u00e9senter notre solution de NLU<\/strong> (Natural Language Understanding), focalis\u00e9e entre autres sur les chatbots mais aussi sur tout ce qui est li\u00e9 au traitement automatique d\u2019emails. \u00c9galement, nous l\u2019avons pr\u00e9sent\u00e9e aux \u00e9quipes innovation afin que les op\u00e9rationnels puissent se familiariser aux nouvelles technologies d\u2019intelligence artificielle.\u201d<\/p>\n

\"\"<\/p>\n

Quel a \u00e9t\u00e9 le ressenti des participants ?<\/b><\/h2>\n

Benjamin<\/em> : \u201cOn a eu un retour enthousiaste, de l\u2019\u00e9tonnement, et surtout beaucoup d\u2019id\u00e9es d’utilisations de notre technologie pour am\u00e9liorer le cadre de travail<\/strong> chez Phone Group ! Nous avons \u00e9galement eu plusieurs retours sur de nouveaux march\u00e9s.\u201d<\/p>\n

\"\"<\/a><\/p>\n

C\u2019\u00e9tait une technologie qu\u2019ils connaissaient ?<\/b><\/h2>\n

Benjamin<\/em> : \u201cC\u2019est une technologie qu\u2019ils ne connaissaient pas. Pour la plupart des personnes pr\u00e9sentes, le secteur de l\u2019IA restait assez m\u00e9connu<\/strong>.\u201d<\/p>\n

De nombreux responsables de centres d\u2019appels \u00e9taient pr\u00e9sents pour en apprendre plus sur les impacts de l\u2019IA. Quels b\u00e9n\u00e9fices la technologie Miralia pourrait leur apporter ?<\/b><\/h2>\n

Jocelyn<\/em> : \u00ab\u00a0Miralia pourrait apporter un certain nombre d\u2019automatisations des processus<\/strong>, que ce soit en amont des discussions que peuvent avoir les responsables de relation client avec les clients finaux, ou bien en aval des traitements des appels. C\u2019est une technologie qui peut aussi fournir de nouveaux moyens de communication<\/strong> au travers de chatbot pour les clients finaux, en parall\u00e8le du travail qui est d\u00e9j\u00e0 propos\u00e9 avec des chats, des discussions t\u00e9l\u00e9phoniques ou des correspondances par email avec les clients.\u201d<\/p>\n

\"\"<\/p>\n

Nous avons entendu que certains testeurs ont discut\u00e9 avec Miralia en arabe, une langue que la technologie ne conna\u00eet pas encore. Que s\u2019est-il pass\u00e9 ?<\/b><\/h2>\n

Benjamin<\/em> : \u201cPour recontextualiser, notre technologie ne conna\u00eet pas l\u2019arabe en tant que langue \u00e9prouv\u00e9e, mais le langage arabe est ma\u00eetris\u00e9<\/strong>.<\/p>\n

Ce qui s\u2019est pass\u00e9, c\u2019est que certaines personnes qui devaient faire reconna\u00eetre une notion de ville sur des questionnaires, ont sp\u00e9cifi\u00e9 les noms des villes et les noms des pays en les \u00e9crivant en arabe. Notre technologie a pu retrouver les bonnes villes \u00e9crites en arabe<\/strong>, mais aussi a aussi pu\u00a0corriger des fautes d\u2019orthographe<\/strong> \u00e9crites en arabe ! Ce qui les a surpris.\u201d<\/p>\n

\"\"<\/b><\/p>\n

Quelle suite \u00e0 cet \u00e9v\u00e9nement ?<\/b><\/h2>\n

Jocelyn<\/em> : \u201cNous \u00a0avons r\u00e9dig\u00e9 un compte rendu d\u00e9taill\u00e9 de tous les sujets abord\u00e9s lors des diff\u00e9rents ateliers que nous avons effectu\u00e9 sur les deux jours. Une r\u00e9union sera organis\u00e9e avec les \u00e9quipes de direction de Phone Group, pour lister les tests \u00e0 effectuer courant 2019<\/strong> sur diff\u00e9rentes solutions, que ce soit sur du traitement de mails, sur du chatbot ou autre\u2026 Un \u00e9v\u00e9nement tr\u00e8s int\u00e9ressant avec, on l\u2019esp\u00e8re, des retomb\u00e9es multiples au sein de ce grand groupe !\u201d<\/p>\n

Une anecdote marquante pour le mot de la fin ?<\/b><\/h2>\n

Benjamin<\/em> : \u201cApr\u00e8s la pr\u00e9sentation de Jocelyn aupr\u00e8s de toutes les personnes invit\u00e9es, nous avons eu de nombreux retours, et beaucoup d\u2019enthousiasme<\/strong> sur notre intelligence artificielle ! Une personne en particulier m\u2019a marqu\u00e9. Curieuse, elle est venue nous poser des questions sur l\u2019utilisation de la techno dans le cadre de sa vie de tous les jours, au del\u00e0 des besoins de Phone Group, un exercice assez inattendu je dois dire\u2026\u201d<\/p>\n

Jocelyn<\/em> : \u201cLe tr\u00e8s bon accueil<\/strong> qu\u2019on a eu de la part des \u00e9quipes Phone Group ! Un tr\u00e8s bon accueil \u00e0 la fois par les personnes qui nous ont invit\u00e9s, mais aussi par tous les op\u00e9rationnels lors des diff\u00e9rents ateliers avec des personnes qui ont rapidement compris l\u2019utilit\u00e9 et comment utiliser entre autres la console de Golem.ai\u201d.<\/p>\n

\"\"<\/p>\n","protected":false},"excerpt":{"rendered":"

Chez Golem.ai, nous voyageons pour faire conna\u00eetre notre intelligence artificielle ! Retour sur notre \u00e9v\u00e9nement exotique avec Phone Group.<\/p>\n","protected":false},"author":1,"featured_media":7919,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68],"tags":[],"class_list":["post-7917","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"\nDe la NLP \u00e0 la relation client<\/title>\n<meta name=\"description\" content=\"Quelle place \u00e0 l\u2019IA dans les centres d\u2019appels ? Quelles solutions peuvent \u00eatre int\u00e9gr\u00e9es ? 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