{"id":12039,"date":"2023-03-27T15:07:04","date_gmt":"2023-03-27T13:07:04","guid":{"rendered":"https:\/\/www.tolk.ai\/?p=12039"},"modified":"2026-02-06T10:06:12","modified_gmt":"2026-02-06T09:06:12","slug":"spvie-assurances-reduction-moins-de-54-de-tickets-grace-a-chatbot","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/etude-de-cas\/spvie-assurances-reduction-moins-de-54-de-tickets-grace-a-chatbot","title":{"rendered":"SPVIE Assurances : -54% de tickets gr\u00e2ce \u00e0 tolk.ai"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12039\" class=\"elementor elementor-12039\" data-elementor-post-type=\"post\">\n\t\t\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-225b1ddc elementor-widget-tablet__width-initial 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<h3>La r\u00e9duction tickets chatbot IA assurances est aujourd\u2019hui un enjeu strat\u00e9gique pour les acteurs du secteur. Dans cette \u00e9tude de cas, d\u00e9couvrez comment SPVIE Assurances a d\u00e9ploy\u00e9 un chatbot IA pour absorber les pics de demandes et r\u00e9duire de 54 % le volume de tickets de support.<\/h3>\n<div>\u00a0<\/div>\n<h3>Pourquoi la r\u00e9duction tickets \u00e9tait un enjeu cl\u00e9 pour SPVIE ?<\/h3>\n<h4><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); letter-spacing: var( --e-global-typography-text-letter-spacing );\">SPVIE Assurances a su tirer parti des solutions technologiques avanc\u00e9es offertes par tolk.ai pour r\u00e9volutionner son service client. Face \u00e0 une augmentation significative des interactions en fin d&#8217;ann\u00e9e, l&#8217;entreprise a int\u00e9gr\u00e9 des chatbots pour optimiser la prise en charge des demandes r\u00e9currentes et peu complexes.<\/span><\/h4>\n<p><iframe title=\"Comment SPVIE Assurance arrive \u00e0 r\u00e9duire de 54% ses tickets entrants ?\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/POtq-0kie-g?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p>\u00a0<\/p>\n<p data-start=\"378\" data-end=\"659\">\u00a0<\/p>\n<p data-start=\"378\" data-end=\"659\">En 2021, SPVIE Assurances engage une transformation de sa relation client sous l\u2019impulsion de Sonia Baptista, cheffe de projet digital. L\u2019entreprise d\u00e9ploie alors des chatbots sur plusieurs canaux strat\u00e9giques, notamment le site internet, l\u2019espace assur\u00e9 et l\u2019application mobile. Cette initiative r\u00e9pond \u00e0 un objectif clair : automatiser les demandes simples tout en recentrant les \u00e9quipes sur les sujets complexes. En cons\u00e9quence, les canaux traditionnels comme le t\u00e9l\u00e9phone et l\u2019email sont progressivement d\u00e9sengorg\u00e9s.<\/p>\n<p data-start=\"905\" data-end=\"1157\">\u00a0<\/p>\n<p data-start=\"905\" data-end=\"1157\">D\u00e8s la premi\u00e8re ann\u00e9e, l\u2019adoption de cette technologie permet une <strong data-start=\"971\" data-end=\"1015\">r\u00e9duction de 54 % des tickets de support<\/strong>. Parall\u00e8lement, la r\u00e9activit\u00e9 du service client s\u2019am\u00e9liore sensiblement, entra\u00eenant une hausse notable de la satisfaction des utilisateurs. Sur l\u2019application mobile, ce taux atteint <strong data-start=\"1201\" data-end=\"1209\">74 %<\/strong>, confirmant l\u2019impact positif du chatbot sur l\u2019exp\u00e9rience client globale. Ces r\u00e9sultats s\u2019expliquent en grande partie par le choix d\u2019une solution technologique adapt\u00e9e aux enjeux op\u00e9rationnels.<\/p>\n<p data-start=\"1406\" data-end=\"1645\">\u00a0<\/p>\n<p data-start=\"1406\" data-end=\"1645\">Avec <strong data-start=\"1411\" data-end=\"1422\">tolk.ai<\/strong>, SPVIE b\u00e9n\u00e9ficie d\u2019une int\u00e9gration native avec <strong data-start=\"1470\" data-end=\"1481\">Zendesk<\/strong>, d\u00e9j\u00e0 utilis\u00e9 par les \u00e9quipes de support. Le chatbot s\u2019inscrit directement dans le module de ticketing existant, sans rupture de parcours ni changement d\u2019outils. Les \u00e9changes sont ainsi centralis\u00e9s dans une interface unique, facilitant la transmission fluide des demandes vers les \u00e9quipes concern\u00e9es. Cette continuit\u00e9 op\u00e9rationnelle renforce l\u2019efficacit\u00e9 des processus et am\u00e9liore la coordination entre automatisation et intervention humaine.<\/p>\n<p data-start=\"1931\" data-end=\"2190\">\u00a0<\/p>\n<p data-start=\"1931\" data-end=\"2190\">Aujourd\u2019hui, le chatbot r\u00e9pond de mani\u00e8re autonome \u00e0 <strong data-start=\"1984\" data-end=\"2017\">98 % des questions fr\u00e9quentes<\/strong>, tout en all\u00e9geant significativement la charge des \u00e9quipes.\u00a0 Il ne se substitue pas aux conseillers, mais agit comme un levier pour optimiser leur temps et leur expertise.\u00a0<span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight ); letter-spacing: var( --e-global-typography-text-letter-spacing );\">Sonia Baptista souligne l&#8217;importance de cette technologie comme un levier pour transformer le centre de co\u00fbts en un centre de profit.<\/span><\/p>\n<p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: var( --e-global-typography-text-font-size ); font-weight: var( --e-global-typography-text-font-weight ); letter-spacing: var( --e-global-typography-text-letter-spacing );\">\u00a0<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2024\/05\/Capture-decran-2024-05-02-a-16.57.55-300x300.png\" alt=\"SPVIE recommande tolk.ai pour g\u00e9rer les demandes entrantes de son service client.\" width=\"300\" height=\"300\" \/><\/p>\n<p>L&#8217;exp\u00e9rience de SPVIE Assurances d\u00e9montre que l&#8217;adoption de solutions intelligentes comme tolk.ai peut transformer substantiellement la gestion de la relation client. Nous invitons les professionnels du secteur \u00e0 d\u00e9couvrir les avantages de notre plateforme en demandant une d\u00e9monstration. Adoptez tolk.ai pour am\u00e9liorer l&#8217;efficacit\u00e9 de votre service client et offrir une exp\u00e9rience utilisateur optimale.<\/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\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>La r\u00e9duction tickets chatbot IA assurances est un enjeu strat\u00e9gique pour les acteurs du secteur. D\u00e9couvrez l&#8217;\u00e9tude de cas r\u00e9alis\u00e9e avec SPVIE Assurances.<\/p>\n","protected":false},"author":1,"featured_media":14816,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[59],"tags":[64],"class_list":["post-12039","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>\u00c9tude de cas assurance : SPVIE r\u00e9duit ses tickets gr\u00e2ce \u00e0 Tolk AI<\/title>\n<meta name=\"description\" content=\"Moins de tickets, plus d\u2019impact : comment SPVIE Assurances a g\u00e9r\u00e9 les pics de demandes et r\u00e9duit de 54 % ses tickets gr\u00e2ce \u00e0 un Chatbot IA ?\" \/>\n<meta name=\"robots\" content=\"index, follow, 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