{"id":12737,"date":"2022-09-22T09:00:00","date_gmt":"2022-09-22T09:00:00","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=12737"},"modified":"2022-09-22T09:00:00","modified_gmt":"2022-09-22T09:00:00","slug":"89-des-dirigeants-dentreprises-europeennes-affirment-que-leurs-investissements-dans-lia-se-revelent-payants-pour-ameliorer-leur-experience-client","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/89-des-dirigeants-dentreprises-europeennes-affirment-que-leurs-investissements-dans-lia-se-revelent-payants-pour-ameliorer-leur-experience-client\/","title":{"rendered":"89 % des dirigeants d&rsquo;entreprises europ\u00e9ennes affirment que leurs investissements dans l\u2019IA se r\u00e9v\u00e8lent payants pour am\u00e9liorer leur exp\u00e9rience client\u00a0"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body post-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p>Le message des 1035 dirigeants d&rsquo;entreprise est tr\u00e8s clair : L&rsquo;IA est appel\u00e9e \u00e0 durer. L&rsquo;IA est plus qu&rsquo;un simple outil informatique qui permet de fournir des services efficaces. Les solutions d&rsquo;IA permettent en effet de fournir une <a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/les-grandes-tendances-de-lexperience-client-a-suivre-en-2023\/\" target=\"_blank\" rel=\"noreferrer noopener\">exp\u00e9rience client<\/a> de premier ordre et d&rsquo;acc\u00e9l\u00e9rer la croissance d\u2019une entreprise.&nbsp;<\/p>\n\n\n\n<p>Odigo, l&rsquo;un des principaux fournisseurs de solutions de Contact Center as a Service (CCaaS), a annonc\u00e9 aujourd&rsquo;hui les conclusions de son 3e rapport annuel consacr\u00e9 \u00e0 l&rsquo;IA. Davies Hickman, une soci\u00e9t\u00e9 d\u2019\u00e9tudes ind\u00e9pendante britannique de renom, a men\u00e9 une enqu\u00eate aupr\u00e8s de dirigeants d\u2019entreprises europ\u00e9ennes de diff\u00e9rents secteurs. Les r\u00e9sultats pr\u00e9sentent les principales tendances et conclusions concernant le niveau d&rsquo;adoption de solutions d&rsquo;IA dans des environnements en contact avec des clients. En tant que leader dans le domaine de l&rsquo;exp\u00e9rience client, Odigo s&rsquo;est engag\u00e9 \u00e0 int\u00e9grer des fonctionnalit\u00e9s d&rsquo;IA dans ses <a href=\"https:\/\/odigo.com\/fr-fr\/produits\/\" target=\"_blank\" rel=\"noreferrer noopener\">solutions CCaaS<\/a> et tient \u00e0 \u00eatre attentif \u00e0 l\u2019avis des entreprises en g\u00e9n\u00e9ral.&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\" id=\"h-l-ensemble-de-cette-etude-aborde-trois-sujets-principaux\">L&rsquo;ensemble de cette \u00e9tude aborde trois sujets principaux\u202f:&nbsp;<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Comment l&rsquo;intelligence artificielle transforme les centres de contacts europ\u00e9ens,&nbsp;&nbsp;<\/li>\n\n\n\n<li>Les enjeux du NLP dans les centres de contacts,&nbsp;<\/li>\n\n\n\n<li>Six fa\u00e7ons d&rsquo;am\u00e9liorer l\u2019exp\u00e9rience client gr\u00e2ce \u00e0 l&rsquo;IA dans votre centre de contacts.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Pour chaque sujet, un eBook d\u00e9di\u00e9 rassemble les conclusions des dirigeants d&rsquo;entreprise. Voici quelques-unes des principales conclusions\u202f:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Les services clients arrivent en t\u00eate<\/strong> dans l\u2019adoption de l\u2019IA, un bond de 21 % par rapport \u00e0 2021, (une donn\u00e9e tir\u00e9e du premier eBook).&nbsp;<\/li>\n\n\n\n<li>La grande majorit\u00e9 des dirigeants d&rsquo;entreprise (84 %) d\u00e9clare que <strong>le temps n\u00e9cessaire pour d\u00e9montrer l&rsquo;efficacit\u00e9 du NLP<\/strong> est un d\u00e9fi majeur lorsqu&rsquo;ils investissent dans cette technologie, tout comme le fait de surmonter la peur que le NLP puisse remplacer les employ\u00e9s dans leur travail, 79 % des personnes interrog\u00e9es sont d&rsquo;accord. Ce point est \u00e9tudi\u00e9 plus en d\u00e9tail dans le deuxi\u00e8me eBook.&nbsp;<\/li>\n\n\n\n<li>77 % des personnes interrog\u00e9es (contre seulement 71 % en 2021) ont d\u00e9clar\u00e9 \u00eatre int\u00e9ress\u00e9 par l&rsquo;utilisation de bots sur le site Internet de l&rsquo;entreprise afin d\u2019apporter une aide au service client. Dans le troisi\u00e8me eBook, vous d\u00e9couvrirez d&rsquo;autres fa\u00e7ons de tirer profit de l&rsquo;IA en mati\u00e8re d\u2019exp\u00e9rience client.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>La forte m\u00e9diatisation de l&rsquo;IA dans tous les secteurs d\u2019activit\u00e9, mais aussi dans la vie quotidienne, signifie que toutes les informations diffus\u00e9es ne reposent pas uniquement sur la r\u00e9alit\u00e9. Ce n&rsquo;est toutefois pas le cas de l&rsquo;IA dans des centres de contacts, comme le r\u00e9v\u00e8le notre premier eBook. Les entreprises sont \u00e0 l&rsquo;offensive : 3 dirigeants d&rsquo;entreprises europ\u00e9ennes sur 4 ont d\u00e9j\u00e0 investi dans l&rsquo;IA et 89 % d\u2019entre eux estiment que son d\u00e9ploiement a \u00e9t\u00e9 un succ\u00e8s. Qui plus est, 6 entreprises sur 10 qui n&rsquo;ont pas encore investi dans l&rsquo;IA pr\u00e9voient de le faire au cours des deux prochaines ann\u00e9es.&nbsp;<\/p>\n\n\n\n<p>Cette situation s&rsquo;explique par le fait que les solutions aliment\u00e9es par l&rsquo;IA ont un impact qui ne se limite pas seulement \u00e0 leur application imm\u00e9diate. Par exemple, les bots conversationnels ne se limitent pas seulement \u00e0 extraire des informations d&rsquo;une conversation, mais ils interpr\u00e8tent \u00e9galement ces informations pour proposer des options de self-service. L&rsquo;<a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/lintelligence-conversationnelle-veritable-atout-pour-les-centres-de-contacts-en-matiere-dia\/\" target=\"_blank\" rel=\"noreferrer noopener\">IA conversationnelle<\/a> est aussi utile aux centres de contacts dans la qualification des appels, et cela avant le routage.&nbsp;&nbsp;<\/p>\n\n\n\n<p>De plus, l&rsquo;IA conversationnelle fournit des r\u00e9ponses contextualis\u00e9es directement au conseiller.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Lorsqu\u2019elle est d\u00e9ploy\u00e9e intelligemment, l\u2019IA sert \u00e0 la fois l\u2019exp\u00e9rience client et agent. C&rsquo;est ce b\u00e9n\u00e9fice mutuel, ou cette <a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/comment-reduire-le-taux-de-turnover-dans-les-centres-de-contacts\/\" target=\"_blank\" rel=\"noreferrer noopener\">sym\u00e9trie d&rsquo;attention<\/a>, qui en fait un levier de croissance essentiel pour votre entreprise.&nbsp;<\/p>\n\n\n\n<div style=\"height:53px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n\n","protected":false},"excerpt":{"rendered":"<p>Une \u00e9tude r\u00e9alis\u00e9e en 2022 \u00e0 la demande d\u2019Odigo r\u00e9v\u00e8lent un consensus \u00e9crasant autour de l&rsquo;affirmation selon laquelle les investissements dans les technologies d&rsquo;intelligence artificielle (IA) am\u00e9liorent l&rsquo;exp\u00e9rience client. La grande majorit\u00e9 des r\u00e9pondants soulignent \u00e9galement que l&rsquo;IA constitue un investissement \u00e0 long terme, mais demande du temps pour \u00eatre correctement int\u00e9gr\u00e9e et offrir un excellent retour sur investissement. <\/p>\n","protected":false},"author":2,"featured_media":12748,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"3","author_id":6597},"categories":[199],"tags":[],"topic":[],"class_list":["post-12737","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances-marche-analyses"],"acf":{"blog_author":[6597]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment l\u2019IA transforme les centres de contacts europ\u00e9ens<\/title>\n<meta name=\"description\" content=\"Une \u00e9tude r\u00e9alis\u00e9e \u00e0 la demande d\u2019Odigo affirme que l\u2019IA participe \u00e0 la croissance des centres de contacts. 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