{"id":23877,"date":"2025-12-03T16:11:15","date_gmt":"2025-12-03T16:11:15","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=23877"},"modified":"2026-03-21T00:01:59","modified_gmt":"2026-03-20T23:01:59","slug":"comment-lia-agentique-et-generative-ameliore-lefficacite-du-service-client-insights-de-gartner","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/comment-lia-agentique-et-generative-ameliore-lefficacite-du-service-client-insights-de-gartner\/","title":{"rendered":"Comment l’IA agentique et g\u00e9n\u00e9rative am\u00e9liore l’efficacit\u00e9 du service client \u2014 Insights de Gartner"},"content":{"rendered":" \n\n
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Les responsables du service client sont confront\u00e9s \u00e0 un d\u00e9fi \u00e9vident : am\u00e9liorer l’efficacit\u00e9 tout en maintenant une exp\u00e9rience de haute qualit\u00e9. Les co\u00fbts de personnel repr\u00e9sentant environ 64 % des budgets consacr\u00e9s<\/strong> au service client, l’optimisation op\u00e9rationnelle est devenue une priorit\u00e9 absolue.<\/p>\n\n

Selon l’un des derniers rapports Gartner\u00ae Market Trend, les progr\u00e8s r\u00e9alis\u00e9s dans le domaine de l’IA g\u00e9n\u00e9rative<\/strong> (GenAI) et de l’IA agentique<\/a> (Agentic AI) sont en train de red\u00e9finir la mani\u00e8re dont les centres de contact parviennent \u00e0 cet \u00e9quilibre. Ces technologies \u00e9largissent le champ des interactions pouvant \u00eatre automatis\u00e9es et aident les organisations \u00e0 identifier, mesurer et mettre en \u0153uvre des gains d’efficacit\u00e9 avec une pr\u00e9cision sans pr\u00e9c\u00e9dent.<\/p>\n\n

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Les fondements des donn\u00e9es pour la prochaine \u00e9tape de l’automatisation<\/h2>\n\n

Gartner\u00ae souligne que le succ\u00e8s de l’automatisation bas\u00e9e sur l’IA d\u00e9pend d’une bonne hygi\u00e8ne des donn\u00e9es et d’une bonne gestion des connaissances<\/strong>. Au cours des 18 \u00e0 24 prochains mois, les organisations qui investissent dans la pr\u00e9paration des donn\u00e9es seront les mieux plac\u00e9es pour adopter l’IA g\u00e9n\u00e9rative et l’IA agentique dans le cadre d’applications destin\u00e9es aux clients.<\/p>\n\n

Des donn\u00e9es propres et structur\u00e9es ainsi que des r\u00e9f\u00e9rentiels de connaissances accessibles permettent aux syst\u00e8mes d’IA de fournir des r\u00e9ponses pr\u00e9cises et d’effectuer des actions autonomes. C’est ce qui transforme l’automatisation du service client d’un objectif th\u00e9orique en une capacit\u00e9 mesurable et \u00e9volutive.<\/p>\n\n

Odigo soutient cette transformation gr\u00e2ce \u00e0 ses cadres d’orchestration des donn\u00e9es et de gestion des connaissances<\/strong>, aidant les organisations \u00e0 pr\u00e9parer leurs centres de contact \u00e0 une int\u00e9gration durable de l’IA.<\/p>\n\n

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Pr\u00e9cision plut\u00f4t qu’automatisation g\u00e9n\u00e9ralis\u00e9e<\/h2>\n\n

Toutes les interactions avec les clients ne se pr\u00eatent pas \u00e0 l’automatisation, et Gartner affirme clairement qu’une approche cibl\u00e9e<\/strong> est essentielle.<\/p>\n\n

Les interactions varient en termes de complexit\u00e9, de sensibilit\u00e9 et de priorit\u00e9 commerciale<\/strong>. Les cas peu complexes et peu sensibles, tels que les FAQ, les mises \u00e0 jour de livraison ou les v\u00e9rifications de statut de compte, se pr\u00eatent bien au libre-service bas\u00e9 sur l’IA.
Les cas \u00e0 forte valeur ajout\u00e9e, charg\u00e9s d’\u00e9motion ou critiques doivent rester du ressort d’agents qualifi\u00e9s, assist\u00e9s par des outils d’IA qui fournissent des informations et un contexte en temps r\u00e9el.<\/p>\n\n

En cartographiant les interactions entre ces trois dimensions, les organisations peuvent hi\u00e9rarchiser les initiatives d’automatisation qui maximisent \u00e0 la fois l’efficacit\u00e9 et la satisfaction client. Le routage intelligent<\/strong> et la conception omnicanale<\/a> d’Odigo s’articulent autour de ce principe, garantissant que chaque requ\u00eate aboutisse \u00e0 la solution la plus efficace.<\/p>\n\n

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Quantifier la valeur de l’automatisation<\/h2>\n\n

L’\u00e9tude Gartner\u00ae souligne les attentes croissantes en mati\u00e8re de justification fond\u00e9e sur les donn\u00e9es<\/strong> des investissements dans l’IA. Les responsables des services exigent d\u00e9sormais un retour sur investissement quantifiable des projets d’automatisation.<\/p>\n\n

Les donn\u00e9es comparatives montrent que l’automatisation du service client peut g\u00e9n\u00e9rer des \u00e9conomies op\u00e9rationnelles substantielles<\/strong> \u00e0 mesure que la maturit\u00e9 de l’automatisation progresse. Le mod\u00e8le de Gartner pr\u00e9voit qu’\u00e0 mesure que l’automatisation se g\u00e9n\u00e9ralise (pour atteindre jusqu’\u00e0 40 % des interactions d’ici 2029<\/strong>), les entreprises r\u00e9aliseront d’importants gains de rentabilit\u00e9.<\/p>\n\n

La cl\u00e9 r\u00e9side dans une d\u00e9monstration transparente de la valeur ajout\u00e9e. Les fournisseurs doivent montrer comment l’automatisation permet d’obtenir des r\u00e9sultats mesurables en termes d’efficacit\u00e9, de rapidit\u00e9 et de satisfaction client. Odigo y parvient gr\u00e2ce \u00e0 des tableaux de bord de performance<\/a> et des analyses pr\u00e9dictives<\/strong> qui traduisent les r\u00e9sultats de l’IA en indicateurs commerciaux exploitables.<\/p>\n\n

De l’efficacit\u00e9 \u00e0 l’autonomisation<\/h2>\n\n

Si l’automatisation permet d’am\u00e9liorer consid\u00e9rablement l’efficacit\u00e9, Gartner\u00ae souligne que le soutien aux agents reste essentiel<\/strong>. Dans les situations o\u00f9 l’expertise humaine est indispensable, l’IA peut n\u00e9anmoins am\u00e9liorer les performances en r\u00e9sumant les cas, en mettant en \u00e9vidence des informations pertinentes et en sugg\u00e9rant les meilleures actions \u00e0 entreprendre.<\/p>\n\n

Cet \u00e9quilibre entre automatisation et augmentation garantit que le centre de contact du futur ne sera pas seulement plus efficace, mais aussi plus intelligent, plus r\u00e9silient et plus centr\u00e9 sur l’humain.<\/p>\n\n

Les outils d’assistance bas\u00e9s sur l’IA d’Odigo permettent aux agents de fournir un service plus rapide et mieux inform\u00e9, cr\u00e9ant ainsi une relation collaborative entre les personnes et la technologie.<\/p>\n\n

Conclusion<\/h2>\n\n

Le rapport Gartner\u00ae 2025 Market Trend montre clairement une chose : le succ\u00e8s de l’automatisation d\u00e9pend de la strat\u00e9gie, des donn\u00e9es et de la pr\u00e9cision<\/strong>. Les organisations qui identifient les bons cas d’utilisation, pr\u00e9parent leurs bases de donn\u00e9es et mesurent efficacement le retour sur investissement seront \u00e0 la pointe de la prochaine vague de transformation du service client.<\/p>\n\n

Avec Odigo, les centres de contact peuvent profiter de ces avantages de mani\u00e8re responsable, en combinant l’agilit\u00e9 de l’automatisation et l’empathie de l’expertise humaine.<\/p>\n\n

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\n Acc\u00e9der \u00e0 l'\u00e9tude Gartner\u00ae Market Trend<\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/section>\n\t <\/div>\n\n <\/div>\n <\/div>\n\n <\/section>\n \n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":23885,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":0},"categories":[197],"tags":[],"topic":[],"class_list":["post-23877","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils"],"acf":{"blog_author":null},"yoast_head":"\nComment l'IA transforme l'efficacit\u00e9 du service client selon Gartner<\/title>\n<meta name=\"description\" content=\"Gartner\u00ae souligne que le succ\u00e8s de l'automatisation bas\u00e9e sur l'IA d\u00e9pend d'une bonne hygi\u00e8ne des donn\u00e9es et gestion des connaissances.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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