{"id":12328,"date":"2023-04-04T13:44:56","date_gmt":"2023-04-04T11:44:56","guid":{"rendered":"https:\/\/www.tolk.ai\/?p=12328"},"modified":"2026-02-18T10:41:40","modified_gmt":"2026-02-18T09:41:40","slug":"agent-augmente-la-relation-client-du-futur","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/tendances\/agent-augmente-la-relation-client-du-futur","title":{"rendered":"Agent augment\u00e9: la relation client du futur?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12328\" class=\"elementor elementor-12328\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-51541716 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"51541716\" 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-1f5c621\" data-id=\"1f5c621\" 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-606d5856 elementor-widget elementor-widget-text-editor\" data-id=\"606d5856\" 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>De nos jours, les entreprises d\u00e9ploient des moyens consid\u00e9rables pour exceller dans l&#8217;exp\u00e9rience client. Elles utilisent de plus en plus d&#8217;intelligence artificielle (IA) dans la gestion de leurs interactions client et cette tendance s&#8217;acc\u00e9l\u00e8re. Une des solutions les plus innovantes est &#8220;l&#8217;agent augment\u00e9&#8221;.<\/p>\n<p>\u00a0<\/p>\n<p>La promesse? <strong>Pouvoir combiner les comp\u00e9tences humaines avec l&#8217;efficacit\u00e9 de l&#8217;IA<\/strong> pour am\u00e9liorer l&#8217;efficacit\u00e9 du service client \u2728<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading --><\/p>\n<h2>\u00a0<\/h2>\n<h2 class=\"wp-block-heading\">L&#8217;IA n&#8217;est pas la solution \u00e0 tous vos maux \ud83d\udc40<\/h2>\n<div>\u00a0<\/div>\n<p><!-- \/wp:heading --><!-- wp:paragraph --><\/p>\n<p>Avec l&#8217;av\u00e8nement des nouvelles technologies et les progr\u00e8s r\u00e9cents des intelligences artificielles, les entreprises font face \u00e0 de nouveaux d\u00e9fis. Pour se moderniser et r\u00e9pondre aux attentes de leurs clients, elles doivent:<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:list --><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul><!-- wp:list-item --><\/ul>\n<\/li>\n<\/ul>\n<h3><strong>\ud83c\udfb2 Adapter leurs processes et leurs m\u00e9thodes de travail<\/strong>.<\/h3>\n<p>La digitalisation implique souvent des changements dans la fa\u00e7on de travailler et les m\u00e9thodes de communication. Les \u00e9quipes de service client doivent s&#8217;adapter \u00e0 ces changements pour \u00eatre efficaces et productives.<\/p>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<h3><strong>\ud83e\udd2f G\u00e9rer la complexit\u00e9 de l&#8217;omnicanalit\u00e9.<\/strong><\/h3>\n<p>Cela peut complexifier les interactions clients en raison du nombre de canaux disponibles (e-mail, chat, r\u00e9seaux sociaux, &#8230;). Les entreprises doivent \u00eatre en mesure de garantir une exp\u00e9rience coh\u00e9rente et de qualit\u00e9 \u00e9quivalente sur tous les canaux.<\/p>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<h3><strong>\ud83d\udd12 Assurer la s\u00e9curit\u00e9 des donn\u00e9es.<\/strong><\/h3>\n<p>La digitalisation entra\u00eene une augmentation des risques pour la s\u00e9curit\u00e9 des donn\u00e9es et des infrastructures. Les entreprises doivent mettre en place des mesures de s\u00e9curit\u00e9 robustes et les faire \u00e9voluer en permanence pour ne pas perdre la confiance de leurs clients.<\/p>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<h3><strong>\ud83e\uddde Trouver les bons outils.<\/strong><\/h3>\n<p>Ils sont nombreux et souvent tr\u00e8s in\u00e9gaux. Les entreprises doivent trouver les outils les mieux adapt\u00e9s \u00e0 leurs besoins, \u00e0 leur budget et \u00e0 leur infrastructure existante pour tenir leurs promesses en terme d&#8217;exp\u00e9rience client.<\/p>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<h3><strong>\ud83d\udcaa\ud83c\udffc Former les employ\u00e9s.<\/strong><\/h3>\n<p>La digitalisation des process et des m\u00e9thodes peut cr\u00e9er de nouveaux besoins de formation. La ma\u00eetrise des nouveaux outils et processes de travail est la clef pour garantir la meilleure productivit\u00e9 des agents. Investir dans la formation des ressources humaines permet de s&#8217;assurer qu&#8217;elles sont toujours capables de r\u00e9pondre aux besoins des clients. L&#8217;intelligence artificielle promet de jouer un r\u00f4le d\u00e9terminent dans la mont\u00e9e en comp\u00e9tences des agents. Mais aussi de faciliter leur adaptation aux changements toujours plus rapides.<\/p>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- \/wp:list --><!-- wp:paragraph --><\/p>\n<p>En r\u00e9sum\u00e9, <strong>la digitalisation d&#8217;un service client offre de nombreux avantages, mais repr\u00e9sente aussi un d\u00e9fi important<\/strong> pour les entreprises.<\/p>\n<p>\u00a0<\/p>\n<p>Pour r\u00e9ussir cette transition, les entreprises doivent \u00eatre pr\u00eates \u00e0 s&#8217;adapter aux nouveaux processus de travail, \u00e0 g\u00e9rer la complexit\u00e9 des interactions avec les clients, garantir la s\u00e9curit\u00e9 des donn\u00e9es, trouver les bons outils et former leur personnel.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>L&#8217;IA, comme beaucoup d&#8217;autres innovations, permet d&#8217;atteindre certains objectifs \u00e0 partir du moment o\u00f9 elle est <strong>utilis\u00e9e dans un contexte favorable et correctement positionn\u00e9e<\/strong>.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading --><\/p>\n<h2>\u00a0<\/h2>\n<h2 class=\"wp-block-heading\">L&#8217;agent augment\u00e9: tendance ou utopie ? \ud83e\udd14<\/h2>\n<div>\u00a0<\/div>\n<p><!-- \/wp:heading --><!-- wp:paragraph --><\/p>\n<p>C&#8217;est la promesse de l&#8217;IA. Permettre aux entreprises d&#8217;embrasser une digitalistation galopante en facilitant les transformations sur des cycles courts.<\/p>\n<p>\u00a0<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>La transformation du m\u00e9tier d&#8217;agent de service client est amorc\u00e9e depuis plusieurs ann\u00e9es. Tous les signaux indiquent une \u00e9volution du r\u00f4le des agents et surtout une plus grande compl\u00e9mentarit\u00e9 entre l&#8217;humain et l&#8217;IA. En effet, selon une \u00e9tude men\u00e9e par Gartner, les entreprises qui utilisent des chatbots et d&#8217;autres formes d&#8217;IA pour le service client constatent <strong>une augmentation de 25 % de la satisfaction client<\/strong>.<\/p>\n<p>\u00a0<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Cependant, cette satisfaction client est encore plus \u00e9lev\u00e9e lorsque l&#8217;IA est utilis\u00e9e en combinaison avec des agents humains. <strong>On mesure une augmentation de la satisfaction client de 35 % en moyenne<\/strong>. C&#8217;est le cas d&#8217;entreprises qui utilisent les solutions <a href=\"https:\/\/www.tolk.ai\/\">tolk.ai<\/a> comme <a href=\"https:\/\/www.tolk.ai\/blog-chatbot\/etude-de-cas\/aeroport-marseille-provence-x-tolk-ai\">A\u00e9roport de Marseille Provence<\/a>, la <a href=\"https:\/\/www.tolk.ai\/blog-chatbot\/etude-de-cas\/eau-dazur-90-de-demandes-traitees-automatiquement-avec-tolk-ai\">R\u00e9gie des Eaux d&#8217;Azur<\/a>, <a href=\"https:\/\/www.tolk.ai\/blog-chatbot\/etude-de-cas\/comment-agorastore-a-decouvert-un-nouveau-cas-dusage-grace-au-chatbot\">Agorastore<\/a> ou <a href=\"https:\/\/www.tolk.ai\/blog-chatbot\/etude-de-cas\/fma-assurances-plus-de-20-devis-generes-chatbots-tolk-ai\">FMA Assurances<\/a>.<\/p>\n<p><!-- \/wp:paragraph --><\/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-9541bed elementor-widget elementor-widget-image\" data-id=\"9541bed\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"790\" height=\"454\" src=\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2023\/04\/staisfactionn-client.png\" class=\"attachment-full size-full wp-image-15094\" alt=\"\" \/>\t\t\t\t\t\t\t\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-079c810 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"079c810\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\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-8a607fe elementor-widget elementor-widget-text-editor\" data-id=\"8a607fe\" 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<h2 class=\"wp-block-heading\" style=\"font-family: Inter, sans-serif; letter-spacing: var( --e-global-typography-secondary-letter-spacing ); font-weight: var( --e-global-typography-secondary-font-weight ); font-size: var( --e-global-typography-secondary-font-size ); line-height: var( --e-global-typography-secondary-line-height );\">Les b\u00e9n\u00e9fices de l&#8217;IA dans la productivit\u00e9 des agents de service client \ud83d\udcaa\ud83c\udffc<\/h2>\n<div>\u00a0<\/div>\n<div>\n<p style=\"letter-spacing: 0.4px;\">L&#8217;utilisation de l&#8217;IA dans les centres de relation client peut \u00e9galement augmenter la productivit\u00e9 des agents.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">Selon une \u00e9tude men\u00e9e par Salesforce, 72 % des agents de service client disent que\u00a0<span style=\"font-weight: 600;\">l&#8217;IA leur permet de se concentrer sur des t\u00e2ches plus complexes, mais de se d\u00e9barrasser des t\u00e2ches r\u00e9p\u00e9titives<\/span>. Mais l&#8217;IA peut aussi aider \u00e0 r\u00e9duire le temps de formation des agents, qui peut prendre jusqu&#8217;\u00e0 six mois.<\/p>\n<p style=\"letter-spacing: 0.4px;\">Comment ? En automatisant certaines t\u00e2ches r\u00e9p\u00e9titives, en leur apportant des informations crutiales au bon moment ou en g\u00e9n\u00e9rant des r\u00e9ponses pr\u00e9cises issues d&#8217;immenses bases de connaissances non-structur\u00e9es.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">C&#8217;est cette innovation que porte tolk.ai avec\u00a0Genii. Capable d&#8217;apprendre plusieurs milliers de pages de connaissances non-structur\u00e9es (pdf, word, site internet, excel, &#8230;), Genii r\u00e9pond \u00e0\u00a0<span style=\"font-weight: 600;\">toutes les questions de ses utilisateurs \u00e0 partir des donn\u00e9es avec lesquelles il a \u00e9t\u00e9 entrain\u00e9<\/span>.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">Cette technologie tr\u00e8s innovante promet de r\u00e9duire encore le temps de r\u00e9ponse. Mais aussi d&#8217;am\u00e9liorer l&#8217;exp\u00e9rience client. C&#8217;est aussi le d\u00e9but d&#8217;une nouvelle compl\u00e9mentarit\u00e9 entre les agents d&#8217;un cot\u00e9 et les intelligences artificielles de l&#8217;autre. Ces derni\u00e8res permettent de raccourcir les cycles d&#8217;am\u00e9lioration et de faciliter la formation des agents. Ce qui aura pour effet \u00e0 moyen terme\u00a0<span style=\"font-weight: 600;\">d&#8217;am\u00e9liorer l&#8217;\u00e9panou\u00efssement au travail et de r\u00e9duire le turnover interne \ud83d\ude4c\ud83c\udffc<\/span><\/p>\n<\/div>\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-4585e9b elementor-widget elementor-widget-image\" data-id=\"4585e9b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1630\" height=\"833\" src=\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2023\/04\/Frame-545.png\" class=\"attachment-full size-full wp-image-12373\" alt=\"\" srcset=\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2023\/04\/Frame-545.png 1630w, https:\/\/www.tolk.ai\/wp-content\/uploads\/2023\/04\/Frame-545-1536x785.png 1536w\" sizes=\"(max-width: 1630px) 100vw, 1630px\" \/>\t\t\t\t\t\t\t\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-7ebf89d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7ebf89d\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\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-0c20b69 elementor-widget elementor-widget-text-editor\" data-id=\"0c20b69\" 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<h2 class=\"wp-block-heading\" style=\"font-family: Inter, sans-serif; letter-spacing: var( --e-global-typography-secondary-letter-spacing ); font-weight: var( --e-global-typography-secondary-font-weight ); font-size: var( --e-global-typography-secondary-font-size ); line-height: var( --e-global-typography-secondary-line-height );\">L&#8217;IA n&#8217;est pas miraculeuse mais pratique \u2728<\/h2>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">Pass\u00e9e l&#8217;excitation m\u00e9diatique autours des derni\u00e8res innovations en terme d&#8217;intelligence artificielle, il est important de comprendre que les intelligences artificielles ne sont utiles que quand elles sont correctement positionn\u00e9es, aliment\u00e9es avec des donn\u00e9es pertinentes et calibr\u00e9es pour intervenir dans un contexte d\u00e9fini.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">Pour maximiser les b\u00e9n\u00e9fices de la collaboration entre l&#8217;humain et les IA, les entreprises doivent fournir aux agents des outils con\u00e7us pour leurs besoins sp\u00e9cifiques. Et\u00a0<span style=\"font-weight: 600;\">les alimenter avec des donn\u00e9es coh\u00e9rentes, propres et les plus structur\u00e9es possible<\/span>.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">Selon une enqu\u00eate men\u00e9e par Accenture, 61 % des agents de service client estiment que les outils qu&#8217;ils utilisent ne sont pas adapt\u00e9s \u00e0 leur travail. Cela peut entra\u00eener une diminution de la productivit\u00e9, de la satisfaction au travail et de la qualit\u00e9 du service client\u00e8le. Le triptyque FOD (Formation, Outils, Donn\u00e9es) est au centre de la r\u00e9ussite d&#8217;un projet d&#8217;impl\u00e9mentation d&#8217;une IA d\u00e9di\u00e9es aux agents.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">Prenons l&#8217;exemple des derni\u00e8res IA g\u00e9n\u00e9ratives, plus pr\u00e9cis\u00e9mment des mod\u00e8les LLM dont GPT-4 est le repr\u00e9sentant le plus en lumi\u00e8re en ce moment.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">Ces mod\u00e8les d&#8217;IA g\u00e9n\u00e9rative\u00a0peuvent paraitre tr\u00e8s efficaces et hyper performants, presque magiques. En r\u00e9alit\u00e9, il sont tr\u00e8s utiles pour certaines t\u00e2ches. Mais il est important de comprendre leurs limites dans certaines situations. Dans le cas d&#8217;une entreprise qui souhaiterait am\u00e9liorer la productivit\u00e9 de son service client ou automatiser une grande partie des int\u00e9ractions, des dangers existent. Ces mod\u00e8les dit &#8220;g\u00e9n\u00e9ralistes&#8221;<span style=\"font-weight: 600;\">\u00a0n&#8217;ont pas ing\u00e9r\u00e9 la connaissance m\u00e9tier n\u00e9cessaire \u00e0 une telle utilisation<\/span>. Il est donc n\u00e9cessaire de s&#8217;appuyer sur des outils et des mod\u00e8les adapt\u00e9s, entrain\u00e9s sur les donn\u00e9es de l&#8217;entreprises et &#8220;fine-tuned&#8221; pour r\u00e9pondre aux exigences de cette derni\u00e8re.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<h2 class=\"wp-block-heading\" style=\"font-family: Inter, sans-serif; letter-spacing: var( --e-global-typography-secondary-letter-spacing ); font-weight: var( --e-global-typography-secondary-font-weight ); font-size: var( --e-global-typography-secondary-font-size ); line-height: var( --e-global-typography-secondary-line-height );\">L&#8217;agent augment\u00e9 n&#8217;en est qu&#8217;\u00e0 ses d\u00e9buts&#8230;<\/h2>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">En conclusion, l&#8217;agent augment\u00e9 est une tendance qui gagne en popularit\u00e9 dans les centres de relation client des entreprises, gr\u00e2ce \u00e0 ses avantages en termes de satisfaction client et de productivit\u00e9.<\/p>\n<p style=\"letter-spacing: 0.4px;\">\u00a0<\/p>\n<p style=\"letter-spacing: 0.4px;\">N\u00e9anmoins, pour en tirer le meilleur parti,\u00a0<span style=\"font-weight: 600;\">les entreprises doivent fournir aux agents des outils con\u00e7us pour leurs besoins sp\u00e9cifiques et des IA aliment\u00e9es par des donn\u00e9es de l&#8217;entreprise<\/span>, afin de garantir une exp\u00e9rience client de qualit\u00e9 et et fid\u00e9liser ses agents de service client.<\/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>L&#8217;agent augment\u00e9 gagne en popularit\u00e9 dans les centres de relation client, gr\u00e2ce \u00e0 ses avantages en termes de satisfaction client et de productivit\u00e9.<\/p>\n","protected":false},"author":1,"featured_media":14774,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[87],"tags":[],"class_list":["post-12328","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Agent augment\u00e9 : la relation client du futur ?<\/title>\n<meta name=\"description\" content=\"Agent augment\u00e9 : la relation client du futur ? 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