{"id":12551,"date":"2023-04-28T11:26:47","date_gmt":"2023-04-28T09:26:47","guid":{"rendered":"https:\/\/www.tolk.ai\/?p=12551"},"modified":"2026-02-06T10:05:21","modified_gmt":"2026-02-06T09:05:21","slug":"cgrm-obtient-un-taux-de-decrochage-de-95-grace-a-tolk-ai","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/etude-de-cas\/cgrm-obtient-un-taux-de-decrochage-de-95-grace-a-tolk-ai","title":{"rendered":"Comment CGRM a gagn\u00e9 +18,75% de taux de d\u00e9croch\u00e9 pendant les p\u00e9riodes de pic ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12551\" class=\"elementor elementor-12551\" 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 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 style=\"background-color: #ffffff00;\">CGRM, courtier gestionnaire en sant\u00e9 et pr\u00e9voyance, faisait face \u00e0 une forte augmentation du volume d\u2019appels. Cette situation provoquait des temps d\u2019attente plus longs et une baisse de la satisfaction client. Malgr\u00e9 l\u2019implication de 20 t\u00e9l\u00e9conseillers bas\u00e9s \u00e0 Dunkerque, les \u00e9quipes peinaient \u00e0 maintenir un taux de d\u00e9croch\u00e9 optimal pendant les p\u00e9riodes de pic.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"15px\"} --><\/p>\n<p><!-- \/wp:spacer --><!-- wp:embed {\"url\":\"https:\/\/youtu.be\/Xu3CtjYdCYw\",\"type\":\"video\",\"providerNameSlug\":\"youtube\",\"responsive\":true,\"className\":\"wp-embed-aspect-16-9 wp-has-aspect-ratio\"} --><\/p>\n<p><!-- \/wp:embed --><!-- wp:spacer {\"height\":\"60px\"} --><\/p>\n<p><!-- \/wp:spacer --><!-- wp:paragraph --><\/p>\n<p>Pour r\u00e9pondre \u00e0 cet enjeu, CGRM a choisi de d\u00e9ployer un <strong data-start=\"1696\" data-end=\"1733\">chatbot centre d\u2019appels assurance<\/strong> avec l\u2019accompagnement de <strong data-start=\"1759\" data-end=\"1793\"><a class=\"decorated-link\" href=\"https:\/\/www.tolk.ai\" target=\"_new\" rel=\"noopener\" data-start=\"1761\" data-end=\"1791\">tolk.ai<\/a><\/strong>. L\u2019objectif \u00e9tait clair : d\u00e9sengorger le centre d\u2019appels et offrir un canal de contact compl\u00e9mentaire aux assur\u00e9s.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"60px\"} --><\/p>\n<p><!-- \/wp:spacer --><!-- wp:paragraph --><\/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-a7250a6 elementor-widget elementor-widget-video\" data-id=\"a7250a6\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/Ydz1ESKbhCs&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-712029a elementor-widget elementor-widget-text-editor\" data-id=\"712029a\" 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><!-- \/wp:spacer --><!-- wp:embed {\"url\":\"https:\/\/youtu.be\/Xu3CtjYdCYw\",\"type\":\"video\",\"providerNameSlug\":\"youtube\",\"responsive\":true,\"className\":\"wp-embed-aspect-16-9 wp-has-aspect-ratio\"} --><\/p>\n<p><!-- \/wp:embed --><!-- wp:spacer {\"height\":\"60px\"} --><\/p>\n<p><!-- \/wp:spacer --><!-- wp:paragraph --><\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"60px\"} --><\/p>\n<p><!-- \/wp:spacer --><!-- wp:paragraph --><\/p>\n<h2 data-start=\"1910\" data-end=\"2254\">Premiers retours d&#8217;exp\u00e9rience<\/h2>\n<p data-start=\"1910\" data-end=\"2254\">La mise en place du chatbot a \u00e9t\u00e9 rapide. Les \u00e9quipes ont entra\u00een\u00e9 le bot avec des sc\u00e9narios adapt\u00e9s aux besoins des clients CGRM. Le chatbot r\u00e9pond aux questions fr\u00e9quentes et oriente les demandes plus complexes vers un agent humain. En parall\u00e8le, six t\u00e9l\u00e9conseillers ont \u00e9t\u00e9 form\u00e9s au livechat afin d\u2019assurer une continuit\u00e9 de service fluide.<\/p>\n<p data-start=\"1910\" data-end=\"2254\">\u00a0<\/p>\n<h2 data-start=\"1910\" data-end=\"2254\">Bilan et perspectives<\/h2>\n<p data-start=\"2256\" data-end=\"2538\">Aujourd\u2019hui, les r\u00e9sultats ont d\u00e9pass\u00e9 les attentes. En un mois, le chatbot a g\u00e9n\u00e9r\u00e9 plus de <strong data-start=\"2336\" data-end=\"2360\">13 000 conversations<\/strong>, contre 2 000 pr\u00e9vues initialement. Cette adoption rapide a permis de lib\u00e9rer du temps aux t\u00e9l\u00e9conseillers. Ils se concentrent d\u00e9sormais sur les dossiers \u00e0 forte valeur ajout\u00e9e.<\/p>\n<p data-start=\"2540\" data-end=\"2739\">Gr\u00e2ce \u00e0 cette organisation, CGRM a maintenu un <strong data-start=\"2587\" data-end=\"2615\">taux de d\u00e9croch\u00e9 de 95 %<\/strong>, m\u00eame lors des pics d\u2019activit\u00e9. Les 5 % restants sont redirig\u00e9s vers le livechat, ce qui limite la frustration des clients.<\/p>\n<p data-start=\"2540\" data-end=\"2739\">\u00a0<\/p>\n<p data-start=\"2741\" data-end=\"3008\">Enfin, la solution <strong data-start=\"2760\" data-end=\"2784\">Analytics de tolk.ai<\/strong> permet \u00e0 CGRM de suivre les performances du chatbot, d\u2019identifier les questions les plus pos\u00e9es et d\u2019am\u00e9liorer en continu les parcours clients. Cette approche data-driven renforce durablement l\u2019efficacit\u00e9 du service client.<\/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>CGRM, courtier gestionnaire en sant\u00e9 et pr\u00e9voyance, faisait face \u00e0 une forte augmentation du volume d\u2019appels. Cet article d\u00e9taille leur projet IA pour y rem\u00e9dier.<\/p>\n","protected":false},"author":1,"featured_media":14812,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[59],"tags":[64],"class_list":["post-12551","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>CGRM a gagn\u00e9 +18,75% de taux de d\u00e9croch\u00e9 les p\u00e9riodes de pic<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment CGRM a gagn\u00e9 +18,75% de taux de d\u00e9croch\u00e9 pendant les p\u00e9riodes de pic gr\u00e2ce \u00e0 nos solutions d&#039;automatisation et livechat.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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