{"id":11271,"date":"2023-01-27T12:52:00","date_gmt":"2023-01-27T11:52:00","guid":{"rendered":"https:\/\/www.tolk.ai\/?p=11271"},"modified":"2026-02-06T10:07:14","modified_gmt":"2026-02-06T09:07:14","slug":"fma-assurances-plus-de-20-devis-generes-chatbots-tolk-ai","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/etude-de-cas\/fma-assurances-plus-de-20-devis-generes-chatbots-tolk-ai","title":{"rendered":"Comment FMA Assurances g\u00e9n\u00e8re 20% de devis suppl\u00e9mentaires avec la solution tolk.ai ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11271\" class=\"elementor elementor-11271\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9cd4ecc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9cd4ecc\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0766193\" data-id=\"0766193\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5a0167d elementor-widget elementor-widget-heading\" data-id=\"5a0167d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><span>Maxime Hess<\/span><span>, directeur commercial IARD chez FMA Assurances, nous a partag\u00e9 son t\u00e9moignage sur l\u2019usage et l\u2019impact des chatbots de tolk.ai pour am\u00e9liorer la relation client et&nbsp;<\/span><span>g\u00e9n\u00e9rer plus de devis<\/span><span>.<\/span><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4a1ee35d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a1ee35d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7faba126\" data-id=\"7faba126\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-091e609 elementor-widget elementor-widget-text-editor\" data-id=\"091e609\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3 style=\"background-color: #ffffff00;\">FMA Assurances : un service client structur\u00e9 gr\u00e2ce \u00e0 nos chatbots<\/h3>\n<p>\u00a0<\/p>\n<p data-start=\"649\" data-end=\"836\">FMA Assurances compte <strong data-start=\"671\" data-end=\"687\">130 salari\u00e9s<\/strong> et fonctionne comme un <strong data-start=\"711\" data-end=\"733\">courtier grossiste<\/strong>. Elle collabore avec plusieurs compagnies pour proposer des produits sur mesure adapt\u00e9s aux clients.<\/p>\n<p data-start=\"838\" data-end=\"1102\">Le service client se compose de <strong data-start=\"870\" data-end=\"885\">trois p\u00f4les<\/strong>. <strong data-start=\"887\" data-end=\"908\">25 collaborateurs<\/strong> g\u00e8rent les flux entrants via la t\u00e9l\u00e9phonie, les sites internet et d\u2019autres canaux. FMA assure ses clients sous diff\u00e9rentes marques, comme <strong data-start=\"1047\" data-end=\"1099\">Houda, Harley-Davidson et BMW Motorrad Assurance<\/strong>.<\/p>\n<p data-start=\"846\" data-end=\"1071\">\u00a0<\/p>\n<p data-start=\"1104\" data-end=\"1201\">En 2021, l\u2019entreprise a d\u00e9cid\u00e9 de faire appel \u00e0 <strong data-start=\"1152\" data-end=\"1163\">Tolk.ai<\/strong> pour am\u00e9liorer l\u2019exp\u00e9rience client.<\/p>\n<p><!-- \/wp:embed --><!-- wp:spacer {\"height\":\"60px\"} --><!-- \/wp:spacer --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d55920 elementor-widget elementor-widget-text-editor\" data-id=\"1d55920\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><em><strong>&#8220;<\/strong>Le but \u00e9tait pour nous d\u2019offrir plus d\u2019autonomie \u00e0 nos clients en r\u00e9pondant de mani\u00e8re instantan\u00e9e \u00e0 l\u2019ensemble des questions qu\u2019ils pouvaient se poser dans le cadre de la souscription d\u2019un contrat, la r\u00e9alisation d\u2019un devis ou encore des questions sur la gestion d\u2019un sinistre.&#8221;<\/em><\/p>\n<p><em><strong>&#8211; Maxime HESS, Directeur Commercial IARD<\/strong><\/em><\/p>\n<p><!-- \/wp:spacer --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b4382cd elementor-widget elementor-widget-video\" data-id=\"b4382cd\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/mQODxTBQvoY?si=5P5CDn-_JrVUtSoI&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-225b1ddc elementor-widget elementor-widget-text-editor\" data-id=\"225b1ddc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"1807\" data-end=\"2000\">La mise en place des chatbots a \u00e9t\u00e9 <strong data-start=\"1843\" data-end=\"1863\">simple et fluide<\/strong>, selon FMA Assurances. Aujourd\u2019hui, <strong data-start=\"1900\" data-end=\"1914\">6 chatbots<\/strong> sont d\u00e9ploy\u00e9s sur diff\u00e9rents sites pour r\u00e9pondre \u00e0 une grande vari\u00e9t\u00e9 de questions.<\/p>\n<p data-start=\"1225\" data-end=\"1433\">\u00a0<\/p>\n<p data-start=\"2002\" data-end=\"2262\">La phase d\u2019apprentissage initiale a permis de v\u00e9rifier la pertinence des r\u00e9ponses et de b\u00e9n\u00e9ficier d\u2019un <strong data-start=\"2106\" data-end=\"2124\">feedback utile<\/strong>. Les chatbots facilitent \u00e9galement l\u2019<strong data-start=\"2162\" data-end=\"2183\">onboarding client<\/strong>, en mettant en avant les questions les plus populaires selon l\u2019usage constat\u00e9.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"60px\"} --><!-- \/wp:spacer --><!-- wp:spacer {\"height\":\"0px\"} --><!-- \/wp:spacer --><!-- wp:image {\"align\":\"center\",\"id\":11252,\"width\":873,\"height\":196,\"sizeSlug\":\"full\",\"linkDestination\":\"none\"} --><!-- \/wp:image --><!-- wp:spacer {\"height\":\"60px\"} --><!-- \/wp:spacer --><!-- wp:paragraph --><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"15px\"} --><!-- \/wp:spacer --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9165a42 elementor-widget elementor-widget-text-editor\" data-id=\"9165a42\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3 data-start=\"1942\" data-end=\"1978\">Des r\u00e9sultats concrets apr\u00e8s un an d\u2019usage des chatbots<\/h3>\n<p data-start=\"2308\" data-end=\"2337\">\u00c0 l&#8217;heure actuelle, apr\u00e8s un an d\u2019utilisation :<\/p>\n<ul data-start=\"2339\" data-end=\"2663\">\n<li data-start=\"2339\" data-end=\"2411\">\n<p data-start=\"2341\" data-end=\"2411\"><strong data-start=\"2341\" data-end=\"2361\">30\u202f% des clients<\/strong> sont assist\u00e9s pendant les p\u00e9riodes de fermeture<\/p>\n<\/li>\n<li data-start=\"2412\" data-end=\"2479\">\n<p data-start=\"2414\" data-end=\"2479\">Les <strong data-start=\"2418\" data-end=\"2452\">connexions aux espaces clients<\/strong> ont augment\u00e9 de <strong data-start=\"2469\" data-end=\"2477\">20\u202f%<\/strong><\/p>\n<\/li>\n<li data-start=\"2480\" data-end=\"2556\">\n<p data-start=\"2482\" data-end=\"2556\"><strong data-start=\"2482\" data-end=\"2503\">99\u202f% des r\u00e9ponses<\/strong> fournies par Tolk.ai sont enti\u00e8rement automatis\u00e9es<\/p>\n<\/li>\n<li data-start=\"2557\" data-end=\"2663\">\n<p data-start=\"2559\" data-end=\"2663\">Le <strong data-start=\"2562\" data-end=\"2584\">taux de conversion<\/strong> en devis a augment\u00e9 d\u2019environ <strong data-start=\"2615\" data-end=\"2623\">20\u202f%<\/strong> gr\u00e2ce aux liens int\u00e9gr\u00e9s dans le chat<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"2665\" data-end=\"2818\">Les chatbots permettent \u00e9galement de <strong data-start=\"2702\" data-end=\"2737\">prioriser les demandes urgentes<\/strong>. Un email automatique alerte le service client pour garantir une r\u00e9ponse rapide.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"15px\"} --><\/p>\n<div style=\"height: 15px;\" aria-hidden=\"true\">\u00a0<\/div>\n<p><!-- \/wp:spacer --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Maxime Hess, directeur commercial IARD chez FMA Assurances, nous a partag\u00e9 son t\u00e9moignage sur l\u2019usage et l\u2019impact des chatbots de tolk.ai pour am\u00e9liorer la relation client et g\u00e9n\u00e9rer plus de devis. <\/p>\n","protected":false},"author":1,"featured_media":14814,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[59],"tags":[64],"class_list":["post-11271","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-etude-de-cas","tag-assurance"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FMA Assurances : + 20 % de devis g\u00e9n\u00e9r\u00e9s gr\u00e2ce \u00e0 nos chatbots.<\/title>\n<meta name=\"description\" content=\"FMA Assurances a automatis\u00e9 sa relation client gr\u00e2ce aux chatbots : +20\u202f% de devis, 99\u202f% de demandes r\u00e9solues et plus de connexions client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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