{"id":16234,"date":"2026-05-07T11:03:37","date_gmt":"2026-05-07T09:03:37","guid":{"rendered":"https:\/\/www.tolk.ai\/?p=16234"},"modified":"2026-05-07T11:11:03","modified_gmt":"2026-05-07T09:11:03","slug":"ia-au-service-de-lagent-public","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public","title":{"rendered":"L&#8217;IA au service de l&#8217;agent public : comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 de service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"16234\" class=\"elementor elementor-16234\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c0eb379 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c0eb379\" 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-5ed7a620\" data-id=\"5ed7a620\" 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-690fed52 elementor-widget elementor-widget-text-editor\" data-id=\"690fed52\" 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>Un agent de pr\u00e9fecture re\u00e7oit en moyenne 47 appels par jour. 31 portent sur des informations disponibles en ligne. Ce n&#8217;est pas un probl\u00e8me de communication. C&#8217;est un probl\u00e8me d&#8217;accessibilit\u00e9 r\u00e9elle : l&#8217;information existe, mais l&#8217;usager ne peut pas y acc\u00e9der seul. <\/em><\/p><p>\u00a0<\/p><p><em>Comment \u00e9quilibrer la charge de travail et la qualit\u00e9 de service tout en utilisant l&#8217;IA pour automatiser certaines t\u00e2ches ?<\/em><\/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-70433da elementor-widget elementor-widget-text-editor\" data-id=\"70433da\" 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>IA &amp; service public : un enjeu d&#8217;accessibilit\u00e9<\/h2>\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-428e475 elementor-widget elementor-widget-text-editor\" data-id=\"428e475\" 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>Comprendre le contexte derri\u00e8re cet enjeu d&#8217;accessibilit\u00e9<\/h3>\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-f32d2ac elementor-widget elementor-widget-text-editor\" data-id=\"f32d2ac\" 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>Derri\u00e8re ces appels informationnels, il n&#8217;y a pas d&#8217;usagers paresseux qui n&#8217;ont pas cherch\u00e9.<\/p><p>La plupart des profils qui n\u00e9cessitent un accompagnement d\u00e9di\u00e9 sont en g\u00e9n\u00e9ral moins enclin \u00e0 utiliser les technologies. Parmi eux, il y a des personnes \u00e2g\u00e9es sans acc\u00e8s internet, des non-francophones face \u00e0 un site enti\u00e8rement en fran\u00e7ais, des personnes en situation de handicap bloqu\u00e9es par un formulaire PDF non accessible. Aussi, on retrouve des usagers qui ont cherch\u00e9, n&#8217;ont pas trouv\u00e9, et ont fini par d\u00e9crocher leur t\u00e9l\u00e9phone.<\/p><p>\u00a0<\/p><p>Chaque appel de ce type co\u00fbte entre <strong>4 et 8 minutes du temps d&#8217;un agent<\/strong>. De plus, Il g\u00e9n\u00e8re un sentiment de charge pour le fonctionnaire, et souvent de frustration pour l&#8217;usager qui attendait depuis 10 minutes dans la file d&#8217;attente.<\/p><p>Par ailleurs, le cycle se reproduit le lendemain, avec un autre usager, pour la m\u00eame question et ainsi de suite.<\/p><p>\u00a0<\/p><p><strong>Ce cycle n&#8217;est pas une fatalit\u00e9.<\/strong> Il est le produit d&#8217;une architecture d&#8217;information qui n&#8217;a pas \u00e9t\u00e9 con\u00e7ue pour r\u00e9pondre aux besoins r\u00e9els des usagers les plus fragiles.<\/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-ff1d19f elementor-widget elementor-widget-text-editor\" data-id=\"ff1d19f\" 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>Pourquoi mettre l&#8217;information en ligne ne suffit plus ?<\/h3>\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-99ac6e3 elementor-widget elementor-widget-text-editor\" data-id=\"99ac6e3\" 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>Premi\u00e8rement, l&#8217;hypoth\u00e8se implicite derri\u00e8re la d\u00e9mat\u00e9rialisation des services publics est que l&#8217;usager est capable de trouver seul l&#8217;information dont il a besoin si elle est disponible sur un site. Cette hypoth\u00e8se est fausse pour une part significative de la population.<\/p><p>\u00a0<\/p><ul><li><strong>12,4 millions de Fran\u00e7ais en situation de handicap<\/strong> ont souvent des obstacles techniques insurmontables sur des sites non conformes RGAA.<\/li><li><strong>38 % des plus de 75 ans<\/strong> n&#8217;utilisent pas internet.<\/li><li><strong>4 millions de r\u00e9sidents allophones<\/strong> font face \u00e0 des sites disponibles uniquement en fran\u00e7ais.<\/li><\/ul><p>Ces publics ne sont pas \u00e0 la marge. Ils repr\u00e9sentent une part structurelle de votre flux d&#8217;accueil.<\/p><p>\u00a0<\/p><p>Deuxi\u00e8mement, mettre l&#8217;information en ligne ne r\u00e9sout pas forc\u00e9ment ce probl\u00e8me. En effet, ceux qui appellent ont, dans leur grande majorit\u00e9, d\u00e9j\u00e0 essay\u00e9 de trouver la r\u00e9ponse seuls. Par d\u00e9finition ils sont donc capable de l&#8217;obtenir mais la complexit\u00e9 de l&#8217;administration est parfois une barri\u00e8re. En cons\u00e9quence, ils occupent du temps aux agents publics au d\u00e9pend des personnes ayant r\u00e9ellement besoin d&#8217;un accompagnement d\u00e9di\u00e9.<\/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-53d78ba elementor-widget elementor-widget-text-editor\" data-id=\"53d78ba\" 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>Ce que fait concr\u00e8tement un agent IA lors du premier contact<\/h3>\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-d332abd elementor-widget elementor-widget-text-editor\" data-id=\"d332abd\" 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>Pour r\u00e9soudre ce probl\u00e8me d&#8217;accessibilit\u00e9 en offrant le bon service au bon profil d&#8217;usager, certaines administrations font appel \u00e0 l&#8217;intelligence artificielle.<\/p><p>\u00a0<\/p><p><strong>Pr\u00e9cision importante : un agent IA bien d\u00e9ploy\u00e9 dans une administration ne remplace pas l&#8217;agent public.<\/strong> Il absorbe les sollicitations pour lesquelles la valeur ajout\u00e9e humaine est nulle. Par exemples il r\u00e9pond aux questions d&#8217;horaires, les pi\u00e8ces \u00e0 fournir pour un dossier, le statut d&#8217;une demande en cours, les d\u00e9lais de traitement ou la traduction d&#8217;une proc\u00e9dure.<\/p><p>De plus, il le fait en continu, sans temps d&#8217;attente, dans la langue de l&#8217;usager et avec le niveau de pr\u00e9cision d&#8217;un agent form\u00e9 sur vos proc\u00e9dures internes. En toute s\u00e9curit\u00e9, il escalade automatiquement vers un humain d\u00e8s que la situation d\u00e9passe son p\u00e9rim\u00e8tre de comp\u00e9tence.<\/p><p>\u00a0<\/p><p>Trois effets concrets sont observ\u00e9s syst\u00e9matiquement sur les d\u00e9ploiements en administration :<\/p><ul><li><strong>\u221240 \u00e0 \u221260 % d&#8217;appels t\u00e9l\u00e9phoniques entrants<\/strong> sur les questions de pr\u00e9-accueil, d\u00e8s les premi\u00e8res semaines de d\u00e9ploiement.<\/li><li><strong>Disponibilit\u00e9 24h\/24, 7j\/7<\/strong> pour les demandes informationnelles, ce qui r\u00e9duit le pic d&#8217;appels du lundi matin g\u00e9n\u00e9r\u00e9 par les questions non r\u00e9solues du week-end.<\/li><li><strong>Am\u00e9lioration de la qualit\u00e9 de service per\u00e7ue par les agents<\/strong> : lib\u00e9r\u00e9s des questions r\u00e9p\u00e9titives, ils se recentrent sur les situations complexes qui n\u00e9cessitent leur expertise et leurs qualit\u00e9s.<\/li><\/ul>\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-4de9683 elementor-widget elementor-widget-image\" data-id=\"4de9683\" 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=\"754\" height=\"582\" src=\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/05\/IA-au-service-de-l-agent-public-tolk-ai.png\" class=\"attachment-full size-full wp-image-16535\" alt=\"IA au service de l agent public - tolk ai\" \/>\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-e44546a elementor-widget elementor-widget-text-editor\" data-id=\"e44546a\" 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>IA dans le secteur public : la question que toutes les administrations doivent se poser<\/h2>\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-f90966e elementor-widget elementor-widget-text-editor\" data-id=\"f90966e\" 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>Combien de vos usagers abandonnent leur d\u00e9marche chaque semaine, non pas parce que la proc\u00e9dure est trop complexe, mais parce qu&#8217;ils n&#8217;ont pas r\u00e9ussi \u00e0 obtenir la r\u00e9ponse \u00e0 une question pr\u00e9liminaire simple ?<\/p><p>\u00a0<\/p><p>Ce taux d&#8217;abandon silencieux n&#8217;appara\u00eet dans aucun de vos bilans. Pourtant, il se mesure en nombre d&#8217;usagers qui renoncent \u00e0 un droit, aux tensions d&#8217;accueil qui auraient pu \u00eatre \u00e9vit\u00e9es, et en nombre d&#8217;agents surcharg\u00e9s par un volume qui ne devrait pas leur parvenir. L&#8217;IA dite de niveau 1 n&#8217;est pas un outil de r\u00e9duction d&#8217;effectifs. C&#8217;est un outil de r\u00e9allocation de la valeur : <strong>remettre l&#8217;expertise humaine l\u00e0 o\u00f9 elle fait la diff\u00e9rence<\/strong>, et laisser l&#8217;automatisation g\u00e9rer ce qui ne n\u00e9cessite pas de jugement.<\/p><p>\u00a0<\/p><p>Dans notre prochain article, nous d\u00e9taillons comment la Pr\u00e9fecture de la r\u00e9gion Bretagne a r\u00e9duit ses appels entrants de 56 % et atteint 90 % de r\u00e9solution autonome avec Genii, la solution IA agentique de <a href=\"http:\/\/tolk.ai\/\">tolk.ai<\/a>.<\/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-70bd7ca elementor-widget elementor-widget-text-editor\" data-id=\"70bd7ca\" 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><strong>Ressources utiles<\/strong><\/h3><ul><li>DINUM, Bilan accessibilit\u00e9 num\u00e9rique des services de l&#8217;\u00c9tat 2024<\/li><li>D\u00e9fenseur des Droits, D\u00e9mat\u00e9rialisation et in\u00e9galit\u00e9s d&#8217;acc\u00e8s, 2022<\/li><li>Barom\u00e8tre du num\u00e9rique, CREDOC\/ANCT, 2025<\/li><li><a href=\"https:\/\/www.insee.fr\/\">INSEE<\/a><\/li><\/ul>\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-dad4556 elementor-widget elementor-widget-text-editor\" data-id=\"dad4556\" 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>Dans l&#8217;article pr\u00e9c\u00e9dent, nous parlions de souverainet\u00e9 et de l&#8217;enjeu du Cloud Act pour le secteur public.<\/p><p><a href=\"https:\/\/www.tolk.ai\/blog-ia\/secteurs\/souverainete-des-donnees\">&gt; Lire plus<\/a><\/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>Un agent de pr\u00e9fecture re\u00e7oit en moyenne 47 appels par jour. 31 portent sur des informations disponibles en ligne. Ce n&#8217;est pas un probl\u00e8me de communication. C&#8217;est un probl\u00e8me d&#8217;accessibilit\u00e9 r\u00e9elle : l&#8217;information existe, mais l&#8217;usager ne peut pas y acc\u00e9der seul. \u00a0 Comment \u00e9quilibrer la charge de travail et la qualit\u00e9 de service tout [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":16321,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[18],"tags":[77],"class_list":["post-16234","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-secteurs","tag-administration-publique"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>L&#039;IA au service de l&#039;agent public : \u00e9quilibre travail et qualit\u00e9<\/title>\n<meta name=\"description\" content=\"IA au service de l&#039;agent public : Comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 du service public ?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L&#039;IA au service de l&#039;agent public : \u00e9quilibre travail et qualit\u00e9\" \/>\n<meta property=\"og:description\" content=\"IA au service de l&#039;agent public : Comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 du service public ?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public\" \/>\n<meta property=\"og:site_name\" content=\"tolk.ai\" \/>\n<meta property=\"article:published_time\" content=\"2026-05-07T09:03:37+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-07T09:11:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1076\" \/>\n\t<meta property=\"og:image:height\" content=\"584\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Sacha\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sacha\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public\"},\"author\":{\"name\":\"Sacha\",\"@id\":\"https:\/\/www.tolk.ai\/en#\/schema\/person\/fbd9eaa48951fb0f638d625b34a67554\"},\"headline\":\"L&#8217;IA au service de l&#8217;agent public : comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 de service\",\"datePublished\":\"2026-05-07T09:03:37+00:00\",\"dateModified\":\"2026-05-07T09:11:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public\"},\"wordCount\":1014,\"publisher\":{\"@id\":\"https:\/\/www.tolk.ai\/en#organization\"},\"image\":{\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png\",\"keywords\":[\"Administration Publique\"],\"articleSection\":[\"Secteurs d'activit\u00e9\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public\",\"url\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public\",\"name\":\"L'IA au service de l'agent public : \u00e9quilibre travail et qualit\u00e9\",\"isPartOf\":{\"@id\":\"https:\/\/www.tolk.ai\/en#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png\",\"datePublished\":\"2026-05-07T09:03:37+00:00\",\"dateModified\":\"2026-05-07T09:11:03+00:00\",\"description\":\"IA au service de l'agent public : Comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 du service public ?\",\"breadcrumb\":{\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage\",\"url\":\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png\",\"contentUrl\":\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png\",\"width\":1076,\"height\":584,\"caption\":\"IA au service de l agent public\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\/\/www.tolk.ai\/en\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"L&rsquo;IA au service de l&rsquo;agent public : comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 de service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.tolk.ai\/en#website\",\"url\":\"https:\/\/www.tolk.ai\/en\",\"name\":\"tolk.ai\",\"description\":\"Generative AI powered Livechat and Virtual Assistant solutions for next generation customers\",\"publisher\":{\"@id\":\"https:\/\/www.tolk.ai\/en#organization\"},\"alternateName\":\"tolk.ai - IA g\u00e9n\u00e9rative et agents conversationnels\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.tolk.ai\/en?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.tolk.ai\/en#organization\",\"name\":\"tolk.ai - Generative AI powered Chatbot and Livechat solutions\",\"url\":\"https:\/\/www.tolk.ai\/en\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.tolk.ai\/en#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2020\/07\/logo-tolk.ai-new.png\",\"contentUrl\":\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2020\/07\/logo-tolk.ai-new.png\",\"width\":1000,\"height\":500,\"caption\":\"tolk.ai - Generative AI powered Chatbot and Livechat solutions\"},\"image\":{\"@id\":\"https:\/\/www.tolk.ai\/en#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/fr.linkedin.com\/company\/tolk-ai\",\"https:\/\/www.youtube.com\/@tolk.ai.technology\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.tolk.ai\/en#\/schema\/person\/fbd9eaa48951fb0f638d625b34a67554\",\"name\":\"Sacha\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"L'IA au service de l'agent public : \u00e9quilibre travail et qualit\u00e9","description":"IA au service de l'agent public : Comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 du service public ?","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public","og_locale":"en_US","og_type":"article","og_title":"L'IA au service de l'agent public : \u00e9quilibre travail et qualit\u00e9","og_description":"IA au service de l'agent public : Comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 du service public ?","og_url":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public","og_site_name":"tolk.ai","article_published_time":"2026-05-07T09:03:37+00:00","article_modified_time":"2026-05-07T09:11:03+00:00","og_image":[{"width":1076,"height":584,"url":"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png","type":"image\/png"}],"author":"Sacha","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Sacha","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#article","isPartOf":{"@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public"},"author":{"name":"Sacha","@id":"https:\/\/www.tolk.ai\/en#\/schema\/person\/fbd9eaa48951fb0f638d625b34a67554"},"headline":"L&#8217;IA au service de l&#8217;agent public : comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 de service","datePublished":"2026-05-07T09:03:37+00:00","dateModified":"2026-05-07T09:11:03+00:00","mainEntityOfPage":{"@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public"},"wordCount":1014,"publisher":{"@id":"https:\/\/www.tolk.ai\/en#organization"},"image":{"@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage"},"thumbnailUrl":"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png","keywords":["Administration Publique"],"articleSection":["Secteurs d'activit\u00e9"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public","url":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public","name":"L'IA au service de l'agent public : \u00e9quilibre travail et qualit\u00e9","isPartOf":{"@id":"https:\/\/www.tolk.ai\/en#website"},"primaryImageOfPage":{"@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage"},"image":{"@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage"},"thumbnailUrl":"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png","datePublished":"2026-05-07T09:03:37+00:00","dateModified":"2026-05-07T09:11:03+00:00","description":"IA au service de l'agent public : Comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 du service public ?","breadcrumb":{"@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#primaryimage","url":"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png","contentUrl":"https:\/\/www.tolk.ai\/wp-content\/uploads\/2026\/04\/IA-au-service-de-l-agent-public.png","width":1076,"height":584,"caption":"IA au service de l agent public"},{"@type":"BreadcrumbList","@id":"https:\/\/www.tolk.ai\/en\/blog-ia\/business-sectors\/ia-au-service-de-lagent-public#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/www.tolk.ai\/en"},{"@type":"ListItem","position":2,"name":"L&rsquo;IA au service de l&rsquo;agent public : comment r\u00e9duire la charge de travail sans sacrifier la qualit\u00e9 de service"}]},{"@type":"WebSite","@id":"https:\/\/www.tolk.ai\/en#website","url":"https:\/\/www.tolk.ai\/en","name":"tolk.ai","description":"Generative AI powered Livechat and Virtual Assistant solutions for next generation customers","publisher":{"@id":"https:\/\/www.tolk.ai\/en#organization"},"alternateName":"tolk.ai - IA g\u00e9n\u00e9rative et agents conversationnels","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.tolk.ai\/en?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.tolk.ai\/en#organization","name":"tolk.ai - Generative AI powered Chatbot and Livechat solutions","url":"https:\/\/www.tolk.ai\/en","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.tolk.ai\/en#\/schema\/logo\/image\/","url":"https:\/\/www.tolk.ai\/wp-content\/uploads\/2020\/07\/logo-tolk.ai-new.png","contentUrl":"https:\/\/www.tolk.ai\/wp-content\/uploads\/2020\/07\/logo-tolk.ai-new.png","width":1000,"height":500,"caption":"tolk.ai - Generative AI powered Chatbot and Livechat solutions"},"image":{"@id":"https:\/\/www.tolk.ai\/en#\/schema\/logo\/image\/"},"sameAs":["https:\/\/fr.linkedin.com\/company\/tolk-ai","https:\/\/www.youtube.com\/@tolk.ai.technology"]},{"@type":"Person","@id":"https:\/\/www.tolk.ai\/en#\/schema\/person\/fbd9eaa48951fb0f638d625b34a67554","name":"Sacha"}]}},"_links":{"self":[{"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/posts\/16234","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/comments?post=16234"}],"version-history":[{"count":16,"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/posts\/16234\/revisions"}],"predecessor-version":[{"id":16541,"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/posts\/16234\/revisions\/16541"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/media\/16321"}],"wp:attachment":[{"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/media?parent=16234"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/categories?post=16234"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.tolk.ai\/en\/wp-json\/wp\/v2\/tags?post=16234"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}