{"id":20393,"date":"2024-09-17T14:55:22","date_gmt":"2024-09-17T14:55:22","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=20393"},"modified":"2026-02-24T12:31:16","modified_gmt":"2026-02-24T11:31:16","slug":"les-chatbots-nouvelle-generation-boostes-a-lia-generative","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/les-chatbots-nouvelle-generation-boostes-a-lia-generative\/","title":{"rendered":"Les chatbots nouvelle g\u00e9n\u00e9ration boost\u00e9s \u00e0 l\u2019IA g\u00e9n\u00e9rative"},"content":{"rendered":"\n\n\n<p><\/p>\n\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<h2 class=\"wp-block-heading\">Un canal moderne aux grandes promesses non tenues&nbsp;&nbsp;<\/h2>\n\n\n\n<p>\u00c0 leur arriv\u00e9e sur les march\u00e9s, les chatbots symbolisent presque la nouvelle \u00e8re de la communication digitale. Leur interface ressemble \u00e0 s\u2019y m\u00e9prendre \u00e0 celles utilis\u00e9es par les applications de messagerie instantan\u00e9e. Ces codes, qui visent \u00e0 rassurer l\u2019utilisateur, sont notamment appr\u00e9ci\u00e9s par un public plus jeune, adepte des plateformes de messagerie comme Messenger.&nbsp;<\/p>\n\n\n\n<p>Les consommateurs se sont \u00e9galement autonomis\u00e9s au monde du digital. Forrester a indiqu\u00e9 que 72 % des clients et prospects <a href=\"https:\/\/www.forrester.com\/fr\/\" target=\"_blank\" rel=\"noreferrer noopener\">pr\u00e9f\u00e8rent trouver une solution \u00e0 leur probl\u00e8me seuls<\/a> plut\u00f4t que d\u2019avoir affaire \u00e0 un service client. Le chatbot rassemble donc toutes les caract\u00e9ristiques pour devenir le nouveau canal par excellence.&nbsp;<\/p>\n\n\n\n<p>Mais le chatbot traditionnel souffre de nombreux manquements que les utilisateurs n\u2019ont pas ignor\u00e9s. Ils peinent \u00e0 comprendre les demandes, m\u00eame les plus courantes et ont de faibles comp\u00e9tences, souvent parce qu\u2019ils ne sont pas connect\u00e9s aux bases de connaissances de l\u2019entreprise pour proposer une r\u00e9ponse v\u00e9ritablement pertinente.&nbsp;<\/p>\n\n\n\n<p>Cela se solde souvent par un transfert de la demande vers un autre canal o\u00f9 le probl\u00e8me doit \u00eatre r\u00e9expliqu\u00e9. De fait, l\u2019<a href=\"https:\/\/go.escda.fr\/osc2023\" target=\"_blank\" rel=\"noreferrer noopener\">ESCDA 2023<\/a> indique que 55 % des prises de contact sont effectu\u00e9es par t\u00e9l\u00e9phone contre 28 % par les <a href=\"https:\/\/go.escda.fr\/osc2023\" target=\"_blank\" rel=\"noreferrer noopener\">chatbots<\/a>. Un chiffre d\u00e9cevant apr\u00e8s dix ans \u00e0 tenter de r\u00e9volutionner le march\u00e9 du service client.&nbsp;<\/p>\n\n\n\n<div style=\"height:37px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">L\u2019IA g\u00e9n\u00e9rative\u202f: solution miracle du chatbot\u202f?&nbsp;<\/h2>\n\n\n\n<p>Le chatbot traditionnel manque donc de pr\u00e9cision et de pertinence. Mais ce probl\u00e8me pourrait-il trouver solution gr\u00e2ce \u00e0 l\u2019IA g\u00e9n\u00e9rative\u202f? En effet, ces intelligences artificielles sont capables de puiser leurs informations dans une source de connaissances sp\u00e9cifique pour formuler des id\u00e9es et g\u00e9n\u00e9rer des r\u00e9ponses plus naturelles.&nbsp;<\/p>\n\n\n\n<p>Ainsi, un chatbot aliment\u00e9 par une IA g\u00e9n\u00e9rative puisant son savoir des donn\u00e9es propres \u00e0 l\u2019entreprise est capable de r\u00e9pondre avec plus de pertinence aux demandes. Les chatbots boost\u00e9s \u00e0 l\u2019IA g\u00e9n\u00e9rative connaissent les documents cl\u00e9s des offres de l\u2019entreprise pour donner au client une grande visibilit\u00e9 et une meilleure pr\u00e9cision. <a href=\"https:\/\/odigo.com\/fr-fr\/ai-orchestrator-toute-la-puissance-de-lia-pour-des-parcours-clients-dexception\/\">Chez Odigo, le chatbot est soutenu par l\u2019Odigo AI Orchestrator<\/a>, un outil capable de connecter toutes les technologies intelligentes et les bases de donn\u00e9es d\u2019un m\u00eame syst\u00e8me (compr\u00e9hension du langage naturel, analyse des \u00e9motions, CRM\u2026). En discutant avec un client, le bot b\u00e9n\u00e9ficie donc d\u2019une vision \u00e0 360\u00b0 qui lui permet de cibler une r\u00e9ponse encore plus pr\u00e9cise.&nbsp;<\/p>\n\n\n\n<p>En tirant parti de l\u2019IA g\u00e9n\u00e9rative, les chatbots\u202f:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>R\u00e9pondent avec efficacit\u00e9 aux demandes courantes&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00c9vitent les transferts de ce canal en self-service aux canaux men\u00e9s par des conseillers&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>R\u00e9duisent le nombre d\u2019it\u00e9rations&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Am\u00e9liorent la satisfaction client&nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:37px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Quelques pr\u00e9cautions<\/strong>&nbsp;<\/h3>\n\n\n\n<p>L\u2019IA g\u00e9n\u00e9rative a \u00e9t\u00e9 d\u00e9velopp\u00e9e encore tr\u00e8s r\u00e9cemment. Pour assurer sa qualit\u00e9 et sa conformit\u00e9 avec les r\u00e9glementations et les lois, elle doit \u00eatre param\u00e9tr\u00e9e correctement et contr\u00f4l\u00e9e fr\u00e9quemment.&nbsp;<\/p>\n\n\n\n<p>Une r\u00e8gle d\u2019or doit \u00eatre suivie en configurant son IA g\u00e9n\u00e9rative\u202f: il est essentiel de l\u2019alimenter uniquement avec les bases internes et v\u00e9rifi\u00e9es de l\u2019entreprise. Toute ressource ext\u00e9rieure pourrait perturber le bon apprentissage de l\u2019IA et mener \u00e0 des r\u00e9ponses fausses ou des \u00e9lucubrations du moteur appel\u00e9es commun\u00e9ment \u00ab\u202fhallucinations\u202f\u00bb.&nbsp;<\/p>\n\n\n\n<p>On se souvient du bot <a href=\"https:\/\/www.lemondeinformatique.fr\/actualites\/lire-l-hallucination-du-chatbot-d-air-canada-revele-la-responsabilite-juridique-des-entreprises-face-a-l-ia-93025.html\" target=\"_blank\" rel=\"noreferrer noopener\">d\u2019Air Canada qui a indiqu\u00e9 de fausses informations \u00e0 un client<\/a>. Celui-ci ayant perdu une importante somme d\u2019argent \u00e0 cause du bot de l\u2019entreprise, il a poursuivi la compagnie a\u00e9rienne en justice et a eu gain de cause. Pour pallier ce probl\u00e8me, des contr\u00f4les de qualit\u00e9 fr\u00e9quents peuvent \u00eatre mis en place, et le bot peut non seulement donner des informations, mais aussi inclure un lien vers le document d\u2019entreprise d\u2019o\u00f9 il les a tir\u00e9es.&nbsp;<\/p>\n\n\n\n<p>Une autre solution \u00e0 envisager est tout simplement d\u2019apprendre au bot \u00e0 \u201creconna\u00eetre\u201d quand il ne peut r\u00e9pondre avec justesse \u00e0 la demande du client. Dans ce cas, il s\u2019excuserait aupr\u00e8s du client et le redirigerait vers un conseiller.&nbsp;<\/p>\n\n\n\n<div style=\"height:37px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Le chatbot comme compl\u00e9ment d\u2019une strat\u00e9gie digitale de mod\u00e8le relationnel&nbsp;<\/h2>\n\n\n\n<p>Malgr\u00e9 une opinion plut\u00f4t mitig\u00e9e sur le chatbot traditionnel, il ne faut pas sous-estimer ses capacit\u00e9s une fois soutenu par l\u2019IA. Les chatbots les plus performants peuvent\u202f:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Faire office de canal de pr\u00e9traitement pour les demandes les plus complexes&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Engager le client pour la premi\u00e8re fois sur la page web&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Faire d\u00e9couvrir des produits et services compl\u00e9mentaires en rapport avec les int\u00e9r\u00eats de l\u2019internaute en se basant sur le <a href=\"https:\/\/odigo.com\/fr-fr\/produits\/routage\/ciblage-comportemental\/\">ciblage comportemental<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Am\u00e9liorer significativement le taux de conversion depuis le digital (espace client, Web)&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Mais pour d\u00e9voiler tout le potentiel des chatbots, il est essentiel que celui-ci fasse partie d\u2019un syst\u00e8me plus complet. Un chatbot isol\u00e9 des autres canaux et des donn\u00e9es d\u2019entreprise ne sera qu\u2019une coquille vide.&nbsp;&nbsp;<\/p>\n\n\n\n<p>En le mettant en relation avec le reste de votre syst\u00e8me, vous facilitez l\u2019escalade rapide et contextualis\u00e9e vers les conseillers qui traitent les demandes par messagerie instantan\u00e9e. En cas de demandes complexes ou pouvant signifier une grande perte pour l\u2019entreprise, comme une r\u00e9siliation, par exemple, un bot faisant partie d\u2019un syst\u00e8me omnicanal peut mettre directement le client en relation avec un conseiller via le t\u00e9l\u00e9phone.&nbsp;<\/p>\n\n\n\n<p>Enfin, un chatbot performant ouvre la possibilit\u00e9 \u00e0 de nombreuses automatisations des processus\u202f: simulation d\u2019une demande de pr\u00eat, calcul d\u2019indemnit\u00e9, accompagnement \u00e0 l\u2019achat\u2026&nbsp;<\/p>\n\n\n\n<div style=\"height:37px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Choisir le bon outil et la bonne m\u00e9thodologie&nbsp;<\/h2>\n\n\n\n<p>Choisir l\u2019outil de chatbot appropri\u00e9 est primordial. Celui-ci doit pouvoir s\u2019inscrire dans une suite applicative vari\u00e9e de canaux digitaux qui suit une cha\u00eene compl\u00e8te, du moteur de distribution \u00e0 l\u2019interface agent.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Pour b\u00e9n\u00e9ficier d\u2019une plus grande flexibilit\u00e9, traiter une m\u00eame demande par diff\u00e9rents moyens de communication et cr\u00e9er une synergie entre les diff\u00e9rents canaux, la meilleure solution est d\u2019opter pour une plateforme omnicanale qui permet notamment le rebond entre les canaux.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Odigo \u00e9dite sa propre solution CCaaS omnicanale et propose un accompagnement par les experts pour vous aider \u00e0 \u00e9laborer une strat\u00e9gie de relation client comprenant les chatbots.&nbsp;<\/p>\n\n\n\n<div style=\"height:37px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion&nbsp;<\/h2>\n\n\n\n<p>Choisir le bon outil de chatbot est essentiel pour r\u00e9pondre efficacement aux attentes des consommateurs. Ce chatbot doit s&rsquo;int\u00e9grer harmonieusement dans une suite applicative diversifi\u00e9e, couvrant tous les aspects de la relation client, de la documentation officielle \u00e0 l&rsquo;interface utilisateur. Pour maximiser la flexibilit\u00e9 et traiter les demandes de mani\u00e8re coh\u00e9rente \u00e0 travers diff\u00e9rents canaux de communication, il est crucial de privil\u00e9gier une plateforme omnicanale. Cette approche permet non seulement d\u2019assurer une continuit\u00e9 d&rsquo;exp\u00e9rience client, mais aussi de cr\u00e9er une v\u00e9ritable synergie entre les diff\u00e9rents points de contact. Chez Odigo, nous proposons un accompagnement sur mesure pour l&rsquo;impl\u00e9mentation de ces solutions de nouvelle g\u00e9n\u00e9ration, afin de garantir une exp\u00e9rience client fluide et efficace.<\/p>\n\n\n\n<div style=\"height:67px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n    <section>\n        <div class=\"buttons-block\">\n            <div class=\"container\">\n                <div class=\"buttons buttons--horizontal\">\n                    <a class=\"button-icon\" href=\"https:\/\/www.odigo.com\/fr-fr\/ai-orchestrator-toute-la-puissance-de-lia-pour-des-parcours-clients-dexception\/\" id=\"tracking\">En savoir plus sur Odigo AI Orchestrator<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>Autrefois consid\u00e9r\u00e9s du domaine de la science-fiction, les chatbots permettent maintenant aux clients de r\u00e9soudre des probl\u00e8mes en self-service. Mais le niveau de satisfaction qu\u2019ils apportent reste mitig\u00e9. Et si l\u2019IA g\u00e9n\u00e9rative pouvait \u00eatre la solution \u00e0 cette probl\u00e9matique propre \u00e0 ce canal ?<\/p>\n","protected":false},"author":2,"featured_media":20394,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"2","author_id":16636},"categories":[197],"tags":[43,44,48,58],"topic":[],"class_list":["post-20393","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils","tag-artificial-intelligence","tag-automation","tag-bots","tag-customer-experience"],"acf":{"blog_author":[16636]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>L\u2019IA g\u00e9n\u00e9rative donne au chatbot de nouvelles perspectives<\/title>\n<meta name=\"description\" content=\"L&#039;IA g\u00e9n\u00e9rative permettra-t-elle enfin au chatbot de d\u00e9bloquer tout son potentiel ? 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