{"id":11432,"date":"2023-02-20T15:10:34","date_gmt":"2023-02-20T14:10:34","guid":{"rendered":"https:\/\/www.tolk.ai\/?p=11432"},"modified":"2026-02-06T10:06:44","modified_gmt":"2026-02-06T09:06:44","slug":"etude-de-cas-eau-dazur-90-demandes-clients-traitees","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/etude-de-cas\/etude-de-cas-eau-dazur-90-demandes-clients-traitees","title":{"rendered":"Eau d’Azur : +90% de demandes clients trait\u00e9es automatiquement avec\u00a0tolk.ai\u00a0!\u00a0"},"content":{"rendered":"\t\t
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\u00c9tude de cas Eau d\u2019Azur : 90 % des demandes clients trait\u00e9es !<\/h3>

Ludivine Delfolie, alternante au service direction client\u00e8le chez Eau d’Azur<\/a>, nous partage son t\u00e9moignage sur l’usage et l\u2019impact de tolk.ai sur leurs demandes clients.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Face \u00e0 l\u2019augmentation des sollicitations clients, Eau d\u2019Azur a fait le choix de l\u2019automatisation intelligente.
Objectif : soulager les \u00e9quipes, am\u00e9liorer l\u2019exp\u00e9rience usager et gagner en efficacit\u00e9 op\u00e9rationnelle.<\/h4>

Ludivine Delfolie, alternante au service direction client\u00e8le chez Eau d\u2019Azur, partage son retour d\u2019exp\u00e9rience. Elle revient sur l\u2019int\u00e9gration de tolk.ai<\/strong> et son impact concret sur le service client.<\/p>

\u00a0<\/h3>

Eau d\u2019Azur, un acteur cl\u00e9 de la gestion de l\u2019eau<\/h3>

Eau d\u2019Azur est l\u2019entreprise en charge de l\u2019eau potable et de l\u2019assainissement de la m\u00e9tropole de Nice. Depuis 2014, la r\u00e9gie g\u00e8re la collecte, le transport et la distribution de l\u2019eau. Elle assure \u00e9galement le traitement des eaux us\u00e9es sur l\u2019ensemble du territoire.
Au total, ce sont 51 communes<\/strong> et environ 165 000 clients<\/strong> accompagn\u00e9s au quotidien.<\/p>

Un p\u00e9rim\u00e8tre large, avec des enjeux forts en mati\u00e8re de relation client et de continuit\u00e9 de service.<\/p>

\u00a0<\/h3>

Un centre de relation client sous forte pression<\/h3>

Le service client d\u2019Eau d\u2019Azur repose sur un centre de relations clients d\u2019environ 30 collaborateurs<\/strong>. Chaque jour, les \u00e9quipes traitent pr\u00e8s de 600 appels<\/strong>, en plus des demandes par email.<\/p>

Certaines questions reviennent tr\u00e8s fr\u00e9quemment.
Elles sont souvent simples, mais n\u00e9cessitent du temps et mobilisent fortement les \u00e9quipes.<\/p>

Par exemple :
\u00ab Pourquoi n\u2019ai-je plus d\u2019eau chez moi ? \u00bb<\/em><\/p>

\u00a0<\/h3>

Un objectif clair : soulager le centre d\u2019appels<\/h3>

Face \u00e0 ce volume, Eau d\u2019Azur cherche une solution concr\u00e8te et durable.
L\u2019objectif est double : d\u00e9sengorger le centre d\u2019appels<\/strong> et proposer un nouveau service aux usagers.<\/p>

C\u2019est dans ce contexte que la r\u00e9gie d\u00e9cide de collaborer avec tolk.ai<\/strong>. L\u2019id\u00e9e : permettre aux clients d\u2019obtenir rapidement des r\u00e9ponses, sans passer par un appel.<\/p>

\u00a0<\/h3>

Une mise en place rapide du chatbot<\/h3>

Entre le lancement du projet et la mise en production du chatbot, seulement deux mois<\/strong> se sont \u00e9coul\u00e9s. Un d\u00e9lai court, qui permet une adoption rapide c\u00f4t\u00e9 \u00e9quipes comme c\u00f4t\u00e9 usagers. Le chatbot est capable de r\u00e9pondre \u00e0 des questions simples et r\u00e9currentes.
Il devient ainsi un premier point de contact accessible \u00e0 tout moment.<\/p>

\u00a0<\/h3>

+90 % de r\u00e9ponses correctes gr\u00e2ce \u00e0 tolk.ai<\/h3>

Aujourd\u2019hui, les r\u00e9sultats sont tr\u00e8s clairs. Gr\u00e2ce \u00e0 la plateforme analytique de tolk.ai, Eau d\u2019Azur observe que plus de 9 questions sur 10<\/strong> obtiennent une r\u00e9ponse correcte. Ce taux de performance permet de r\u00e9duire significativement le nombre d\u2019appels entrants. Les clients trouvent leurs r\u00e9ponses sans avoir besoin de contacter le service client.<\/p>

R\u00e9sultat :
\"\u2714\ufe0f\" moins de pression sur les \u00e9quipes
\"\u2714\ufe0f\" des agents disponibles pour les demandes complexes
\"\u2714\ufe0f\" une exp\u00e9rience client plus fluide<\/p>

\u00a0<\/h3>

Un outil cl\u00e9 lors de la crise de s\u00e9cheresse<\/h3>

L\u2019\u00e9t\u00e9 2022 a \u00e9t\u00e9 marqu\u00e9 par une importante crise de s\u00e9cheresse. Les restrictions d\u2019eau ont g\u00e9n\u00e9r\u00e9 un afflux massif de questions de la part des usagers. Le chatbot a jou\u00e9 un r\u00f4le central. Il a permis de diffuser rapidement toutes les informations li\u00e9es aux restrictions directement sur le site internet.<\/p>

L\u00e0 encore, le service client a \u00e9t\u00e9 fortement soulag\u00e9. Les clients acc\u00e9daient aux informations en autonomie, sans saturer les lignes t\u00e9l\u00e9phoniques.<\/p>

\u00a0<\/h3>

Un pilotage pr\u00e9cis gr\u00e2ce \u00e0 Analytics<\/h3>

La plateforme Analytics de tolk.ai offre une vision tr\u00e8s d\u00e9taill\u00e9e des performances.
Les \u00e9quipes peuvent identifier les trois questions les plus pos\u00e9es en un coup d\u2019\u0153il. Elles suivent \u00e9galement l\u2019\u00e9volution des conversations dans le temps. Ce suivi continu permet d\u2019am\u00e9liorer le chatbot mois apr\u00e8s mois. C\u2019est un v\u00e9ritable outil de pilotage pour la relation client.<\/p>

\u00a0<\/h3>

Un bilan tr\u00e8s positif pour Eau d\u2019Azur<\/h3>

Aujourd\u2019hui, Eau d\u2019Azur se dit tr\u00e8s satisfaite<\/strong> de la plateforme tolk.ai et de son suivi.
Le chatbot est devenu un pilier du service client. En effet, avec plus de 90 % de demandes trait\u00e9es automatiquement<\/strong>, la r\u00e9gie a franchi un cap !
Elle combine efficacit\u00e9 op\u00e9rationnelle, satisfaction client et innovation publique.<\/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":"

Matthieu Gallais, Responsable Exp\u00e9rience Client chez Agorastore, t\u00e9moigne de son usage de nos solutions pour automatiser 97\u202f% des demandes entrantes.<\/p>\n","protected":false},"author":1,"featured_media":14815,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[59],"tags":[79],"class_list":["post-11432","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-etude-de-cas","tag-energie"],"yoast_head":"\n\u00c9tude de cas Eau d\u2019Azur : 90 % des demandes clients trait\u00e9es !<\/title>\n<meta name=\"description\" content=\"Retour d\u2019exp\u00e9rience d\u2019Eau d\u2019Azur sur l\u2019automatisation du traitement des demandes clients via un chatbot, de l\u2019int\u00e9gration aux r\u00e9sultats.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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