{"id":20824,"date":"2024-12-06T10:19:45","date_gmt":"2024-12-06T10:19:45","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=20824"},"modified":"2026-02-24T12:31:16","modified_gmt":"2026-02-24T11:31:16","slug":"lia-revolutionne-la-messagerie-instantanee-dans-le-service-client","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/lia-revolutionne-la-messagerie-instantanee-dans-le-service-client\/","title":{"rendered":"L&rsquo;IA r\u00e9volutionne la messagerie instantan\u00e9e dans le service client"},"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<h2 class=\"wp-block-heading\">La messagerie instantan\u00e9e : un canal incontournable en plein essor&nbsp;<\/h2>\n\n\n\n<p>La messagerie instantan\u00e9e s\u2019inscrit aujourd\u2019hui au c\u0153ur des strat\u00e9gies de relation client. V\u00e9ritable pont entre le client et l\u2019entreprise, elle permet de r\u00e9pondre instantan\u00e9ment aux demandes et d\u2019\u00e9changer des contenus riches, des liens vers des documents ou m\u00eame de passer \u00e0 une conversation vid\u00e9o.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Les canaux de messagerie instantan\u00e9e font d\u2019ailleurs plut\u00f4t consensus chez les clients\u202f! Dans son dernier rapport de 2023, l\u2019<a href=\"https:\/\/go.escda.fr\/osc2023\" target=\"_blank\" rel=\"noreferrer noopener\">ESCDA<\/a> indique de <strong>tr\u00e8s bons scores de satisfaction en passant par les outils d\u2019IM<\/strong>, avec 78 % de satisfaction sur les r\u00e9seaux sociaux, 79 % avec le live chat des sites internet, et pas moins de 84 % sur les applications de messagerie mobiles comme WhatsApp.&nbsp;<\/p>\n\n\n\n<p>Malgr\u00e9 tout, la messagerie instantan\u00e9e traditionnelle pr\u00e9sente des limites qu\u2019il faut savoir anticiper pour y apporter une solution.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Limites de l&rsquo;IM : le d\u00e9fi de la gestion des volumes et de la multiplicit\u00e9 des canaux&nbsp;<\/h2>\n\n\n\n<p>L\u2019un des d\u00e9fis majeurs de la Relation Client et du Service Client de nos jours demeure le volume de demandes entrantes. Si l\u2019IM, par son caract\u00e8re asynchrone, permet de flexibiliser le traitement des demandes les plus importantes, la messagerie instantan\u00e9e traditionnelle doit \u00eatre g\u00e9r\u00e9e par des agents, et ce bien souvent 24h\/24, 7j\/7. Les collaborateurs ne sont pas toujours disponibles en dehors des heures d\u2019ouverture (ou pour un co\u00fbt important pour l\u2019entreprise). La messagerie instantan\u00e9e aliment\u00e9e par IA, en revanche peut \u00eatre une solution pour r\u00e9pondre aux demandes \u00e0 tout moment.&nbsp;<\/p>\n\n\n\n<p>Afin d\u2019offrir des parcours client de bout en bout et le meilleur niveau de service client possible, les centres de contacts doivent s\u2019adapter et flexibiliser leurs processus en gardant \u00e0 l\u2019\u0153il l\u2019importance des donn\u00e9es. Soutenir les agents en leur offrant les meilleurs outils permettent de r\u00e9duire le taux de turn over qui peut s\u2019av\u00e9rer une v\u00e9ritable perte pour l\u2019entreprise. D\u2019apr\u00e8s <a href=\"https:\/\/www.thinkimpact.com\/customer-retention-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">ThinkImpact<\/a>, une <strong>augmentation de<\/strong> <strong>5 % de la r\u00e9tention<\/strong> des talents pourrait repr\u00e9senter une <strong>augmentation entre 25 % et 95 % de revenu<\/strong>\u202f!&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">L&rsquo;IA au service de la performance : la solution pour des interactions intelligentes et efficaces&nbsp;<\/h2>\n\n\n\n<p>L\u2019IA repr\u00e9sente un tournant pour surmonter ces obstacles. En int\u00e9grant l&rsquo;IA dans le parcours client, cet outil propose \u00e0 l\u2019agent une <a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/concevez-des-parcours-client-dexception-grace-a-lorchestration-de-vos-ia\/\"><strong>orchestration intelligente<\/strong><\/a> des demandes, permettant d&rsquo;optimiser les r\u00e9ponses et de cat\u00e9goriser automatiquement les requ\u00eates en fonction de leur priorit\u00e9 ou de leur complexit\u00e9.&nbsp;<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li><strong>Des demandes parfaitement qualifi\u00e9es<\/strong>&nbsp;<\/li>\n<\/ol>\n\n\n\n<p>L&rsquo;IA prend en charge la <strong>cat\u00e9gorisation des demandes<\/strong> d\u00e8s leur arriv\u00e9e, en identifiant automatiquement celles qui n\u00e9cessitent une attention imm\u00e9diate gr\u00e2ce \u00e0 une qualification intelligente. Les conseillers peuvent ainsi se concentrer sur les interactions \u00e0 haute valeur ajout\u00e9e, tandis que les demandes plus courantes sont trait\u00e9es par le syst\u00e8me, assurant un service fluide et rapide.&nbsp;<\/p>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li><strong>R\u00e9solution automatique des demandes<\/strong>&nbsp;<\/li>\n<\/ol>\n\n\n\n<p>Les demandes \u00e0 faible valeur ajout\u00e9e ou qui peuvent \u00eatre r\u00e9solues sans l\u2019aide d\u2019un conseilleur peuvent \u00eatre trait\u00e9es automatiquement gr\u00e2ce \u00e0 une messagerie instantan\u00e9e connect\u00e9e \u00e0 la base de connaissances de l\u2019entreprise. La meilleure gestion des demandes permet de d\u00e9terminer quelles demandes seront trait\u00e9es par des agents et lesquelles peuvent \u00eatre r\u00e9solues de mani\u00e8re automatique ou via un canal en self-service.&nbsp;<\/p>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li><strong>Des agents mieux assist\u00e9s et mieux form\u00e9s<\/strong>&nbsp;<\/li>\n<\/ol>\n\n\n\n<p>L\u2019IA offre des fonctionnalit\u00e9s d\u2019assistance aux conseillers en proposant des suggestions de r\u00e9ponse et en corrigeant les fautes grammaticales et orthographiques. Cela permet aux conseillers de r\u00e9pondre plus vite et plus pr\u00e9cis\u00e9ment, tout en garantissant une qualit\u00e9 de communication irr\u00e9prochable. Ces outils permettent \u00e9galement aux conseillers de se former plus rapidement en adoptant les meilleures pratiques plus facilement.&nbsp;<\/p>\n\n\n\n<ol start=\"4\" class=\"wp-block-list\">\n<li><strong>IA et WhatsApp\u202f: la formule efficace sans co\u00fbts suppl\u00e9mentaires<\/strong>&nbsp;<\/li>\n<\/ol>\n\n\n\n<p><strong>Depuis d\u00e9but novembre<\/strong> <strong>2024<\/strong>, WhatsApp propose des conversations gratuites, une opportunit\u00e9 sans pr\u00e9c\u00e9dent pour les entreprises de renforcer leur pr\u00e9sence sur ce canal sans craindre un retour sur investissement n\u00e9gatif. Avec <strong>pas moins de 2,95 milliards d\u2019utilisateurs dans le monde en septembre 2024, <\/strong>WhatsApp, connect\u00e9 \u00e0 l\u2019IA, devient un canal strat\u00e9gique pour capter l\u2019attention des clients tout en optimisant les co\u00fbts op\u00e9rationnels.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Odigo AI Orchestrator : la cl\u00e9 d\u2019une strat\u00e9gie omnicanale performante<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Odigo AI Orchestrator se distingue par son approche compl\u00e8te, de la collecte des messages instantan\u00e9s <strong>jusqu&rsquo;\u00e0 leur traitement automatis\u00e9 ou par un conseiller<\/strong>. Cette solution tout-en-un garantit une gestion fluide et optimis\u00e9e des interactions clients, offrant ainsi une r\u00e9ponse rapide et efficace \u00e0 chaque demande.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Gr\u00e2ce \u00e0 sa<strong> capacit\u00e9 \u00e0 centraliser et orchestrer l\u2019ensemble des canaux de communication<\/strong>, de la messagerie instantan\u00e9e au chat, en passant par le t\u00e9l\u00e9phone, Odigo permet aux entreprises de simplifier la gestion administrative tout en maintenant une exp\u00e9rience client homog\u00e8ne. L\u2019int\u00e9gration de l\u2019IM enrichie dans une strat\u00e9gie omnicanale devient ainsi un levier puissant pour fid\u00e9liser les clients et am\u00e9liorer les processus internes.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" 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>La messagerie instantan\u00e9e enrichie par l\u2019IA, soutenue par des outils comme Odigo AI Orchestrator, se positionne comme un canal cl\u00e9 pour un service client de qualit\u00e9. En offrant une solution omnicanale et un traitement des demandes de bout en bout, elle permet aux entreprises d\u2019am\u00e9liorer \u00e0 la fois l\u2019efficacit\u00e9 op\u00e9rationnelle et la satisfaction client.<\/p>\n\n\n\n<div style=\"height:36px\" 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 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:131px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>Autrefois un simple outil de discussion utilis\u00e9 dans la sph\u00e8re priv\u00e9e, la messagerie instantan\u00e9e s&rsquo;est impos\u00e9e comme un canal majeur dans le service client moderne. Son usage dans la vie quotidienne a pouss\u00e9 les entreprises \u00e0 l&rsquo;adopter pour offrir une proximit\u00e9 et une r\u00e9activit\u00e9 accrue \u00e0 leurs clients. Et gr\u00e2ce aux avanc\u00e9es importantes en IA ces derni\u00e8res ann\u00e9es, il est possible d\u2019ajouter de nouvelles fonctionnalit\u00e9s \u00e0 ce canal pour l\u2019am\u00e9liorer encore plus.<\/p>\n","protected":false},"author":2,"featured_media":20829,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"3","author_id":16636},"categories":[197],"tags":[43,44,58,72],"topic":[],"class_list":["post-20824","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils","tag-artificial-intelligence","tag-automation","tag-customer-experience","tag-instant-messaging"],"acf":{"blog_author":[16636]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>L\u2019IA transforme la messagerie instantan\u00e9e dans le service client<\/title>\n<meta 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