{"id":1647,"date":"2016-10-11T00:00:00","date_gmt":"2016-10-10T22:00:00","guid":{"rendered":"https:\/\/www.tolk.ai\/l-avenir-de-la-relation-client-passe-par-l-hybridation-de-l-humain-avec-l-intelligence-artificielle-53b07379f4a1\/"},"modified":"2026-05-07T17:06:53","modified_gmt":"2026-05-07T15:06:53","slug":"relation-client-hybride","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/tendances\/relation-client-hybride","title":{"rendered":"Relation client : l’avenir de l’humain passe par l’hybridation"},"content":{"rendered":"\t\t
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Cr\u00e9\u00e9e en 2016, la soci\u00e9t\u00e9 fran\u00e7aise Tolk.ai propose des solutions d’IA agentique bas\u00e9es sur l’inteligence artificielle<\/strong>. Dans un monde o\u00f9 la relation client et les interactions se concentrent de plus en plus sur les applications de messagerie, les agents conversationnels (ou chatbots) offrent aux marques une occasion unique d\u2019engager la conversation avec leurs clients.<\/p>\n

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Ainsi, Tolk.ai aide les entreprises B2B et B2C \u00e0 concevoir des agents IA qui s\u2019int\u00e8grent parfaitement \u00e0 leur univers de marque.<\/strong> Ces derniers se d\u00e9ploient sur des messageries grand public telles que Facebook Messenger, WhatsApp, Viber ou Kik, ainsi que sur des messageries internes comme Slack, Zendesk ou Intercom, gr\u00e2ce \u00e0 une technologie int\u00e9grant une intelligence artificielle \u00e9volutive.<\/p>\n

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Chatbots : amis ou ennemis des centres de relation client ?<\/h2>\n

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Nous sommes convaincus que l\u2019avenir de la relation client repose sur l\u2019hybridation entre humain et intelligence artificielle<\/strong>. Les chatbots prennent en charge efficacement les requ\u00eates de niveau 1, et boostent ainsi la d\u00e9marche Selfcare<\/strong>. De plus, ces outils permettent aux entreprises d\u2019\u00e9tendre les plages horaires de leurs services clients.<\/p>\n

\u00a0<\/p>\n

Par cons\u00e9quent, elles offrent une assistance r\u00e9active et personnalis\u00e9e tout en ma\u00eetrisant leurs co\u00fbts. Dans cette relation souvent consid\u00e9r\u00e9e comme ambigu\u00eb, les agents gagnent du temps pour se concentrer sur les t\u00e2ches \u00e0 forte valeur ajout\u00e9e. En d\u00e9chargeant les agents d\u2019une grande partie des requ\u00eates simples, les chatbots leur permettent d\u2019assumer plus de responsabilit\u00e9s et de d\u00e9velopper leur autonomie<\/strong>. Ils peuvent alors r\u00e9aliser des ventes additionnelles ou crois\u00e9es et prendre le temps de traiter les demandes complexes.<\/p>\n

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Il y a chatbot et chatbot !<\/h2>\n

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Pour Thomas Sabatier, cofondateur de Tolk.ai, l\u2019avenir de la relation client passe par l\u2019hybridation de l\u2019humain avec l\u2019intelligence artificielle. Les agents conversationnels sont incroyablement efficaces dans la prise en charge de requ\u00eates de niveau 1.\u00a0<\/p>\n

\u00a0<\/p>\n

En effet, les entreprises ont la possibilit\u00e9 d\u2019\u00e9tendre les plages horaires de leurs services clients gr\u00e2ce aux chatbots et de proposer une assistance r\u00e9active et personnalis\u00e9e. Les op\u00e9rateurs humains seront, \u00e0 terme, d\u00e9charg\u00e9s d\u2019une grande partie des requ\u00eates \u00e0 faible valeur ajout\u00e9e et pourront se concentrer sur les requ\u00eates complexes, n\u00e9cessitant une capacit\u00e9 d\u2019analyse importante.<\/p>\n

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Les chatbots peuvent \u00e9galement accompagner les clients dans leur quotidien, en leur recommandant des contenus ou des produits, en leur offrant un coaching sport, cuisine, mode ou bien-\u00eatre, en leur proposant un service \u00e0 la personne, en leur apportant une assistance ou un service client, etc. Tolk.ai permet ainsi aux marques de cr\u00e9er une relation durable et riche dans de nouveaux environnements tels que les applications de messageries, Amazon Echo ou Google Home.<\/p>\n

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Toutefois, Thomas Sabatier admet que les chatbots en sont encore \u00e0 leurs d\u00e9buts et qu\u2019il reste du chemin \u00e0 parcourir. Les progr\u00e8s en mati\u00e8re de machine learning offrent des perspectives d\u2019\u00e9volution importantes, notamment dans la compr\u00e9hension du langage naturel et dans la prise en charge de requ\u00eates complexes. Il est important de comprendre que l\u2019intelligence artificielle reste artificielle, donc limit\u00e9e.<\/p>\n

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Selon Thomas Sabatier, le cerveau humain est capable de s\u2019adapter \u00e0 n\u2019importe quelle situation gr\u00e2ce \u00e0 l\u2019intelligence \u00e9motionnelle, en perp\u00e9tuelle \u00e9volution. Les chatbots continueront de se nourrir de l\u2019intelligence humaine avec des capacit\u00e9s d\u2019apprentissage exponentielles. L\u2019\u00e9volution des chatbots est celle de l\u2019Homme augment\u00e9, pour am\u00e9liorer notre productivit\u00e9 et mettre notre intelligence au service de probl\u00e9matiques plus complexes et int\u00e9ressantes.<\/p>\n

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Quels conseils proposez-vous au d\u00e9partement de la relation client pour s\u2019\u00e9quiper de chatbot ?<\/h2>\n

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Enfin, Thomas Sabatier conseille les d\u00e9partements de la relation client qui souhaitent s\u2019\u00e9quiper de chatbots de ne pas se lancer dans ce genre de projet sans en comprendre les enjeux. L\u2019UX de la conversation est la partie \u00e0 ne pas n\u00e9gliger, il est imp\u00e9ratif de donner une personnalit\u00e9 forte \u00e0 votre chatbot, un ton et pourquoi pas un peu d\u2019humour.<\/p>\n

\u00a0<\/p>\n

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Interview r\u00e9alis\u00e9e par Romaine Klein et publi\u00e9e initalement sur <\/em>Interactions Digitales<\/em><\/a> le 10 octobre 2016. <\/em><\/p>\n

\u00a0<\/p>\n

Donn\u00e9es sur l’entreprise mise \u00e0 jour le 29 avril 2026.<\/em><\/p>\n

<\/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":"

La relation client hybride met en collaboration l’agent de service client et la chatbot intelligent.<\/p>\n","protected":false},"author":1,"featured_media":14772,"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-1647","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances"],"yoast_head":"\nRelation client : chatbots et agents augment\u00e9s par l'IA - tolk.ai<\/title>\n<meta name=\"description\" content=\"Les chatbots facilitent la prise en charge des demandes en relation client et acc\u00e9l\u00e8rent leur traitement gr\u00e2ce \u00e0 l'intelligent artificiel.\" \/>\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\/tendances\/relation-client-hybride\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Relation client : chatbots et agents augment\u00e9s par l'IA - 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