{"id":23861,"date":"2025-12-03T16:14:12","date_gmt":"2025-12-03T16:14:12","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=resource&#038;p=23861"},"modified":"2026-03-25T07:45:49","modified_gmt":"2026-03-25T06:45:49","slug":"etude-gartner-sur-les-tendances-du-marche-de-lia-generative-et-de-lia-agentique-redefinir-le-centre-de-contact-pour-lavenir-du-service-client","status":"publish","type":"resource","link":"https:\/\/odigo.com\/fr\/ressource\/etude-gartner-sur-les-tendances-du-marche-de-lia-generative-et-de-lia-agentique-redefinir-le-centre-de-contact-pour-lavenir-du-service-client\/","title":{"rendered":"\u00c9tude Gartner\u00ae sur les tendances du march\u00e9 de l&rsquo;IA g\u00e9n\u00e9rative et de l&rsquo;IA agentique \u2014 Red\u00e9finir le centre de contact pour l&rsquo;avenir du service client"},"content":{"rendered":"\n<section class=\"section section--career-page white\" class=\"wp-block-odigo-blocks-career-page-stats\"><div class=\"container\"><p class=\"lead\"><strong>Permettre aux centres de contact d&rsquo;offrir une valeur mesurable<\/strong><\/p><p>Alors que les attentes des clients ne cessent d&rsquo;augmenter, le centre de contact \u00e9volue. Passant donc d&rsquo;un centre de co\u00fbts r\u00e9actif \u00e0 un moteur de valeur proactif. L&rsquo;\u00e9tude Gartner\u00ae sur les tendances de l&rsquo;IA g\u00e9n\u00e9rative et agentique explore la mani\u00e8re dont l&rsquo;IA transforme le service client. Il offre ainsi de nouvelles fa\u00e7ons d&rsquo;am\u00e9liorer l&rsquo;efficacit\u00e9, l&rsquo;agilit\u00e9 et la satisfaction client.<br><br>Le rapport Gartner\u00ae Market Trend identifie les domaines strat\u00e9giques o\u00f9 l&rsquo;automatisation g\u00e9n\u00e8re la plus grande valeur ajout\u00e9e. Il guide \u00e9galement les entreprises sur la mise en \u0153uvre responsable de l&rsquo;intelligence artificielle. L&rsquo;objectif est ainsi d&rsquo;aider les organisations \u00e0 trouver le juste \u00e9quilibre entre technologie et expertise humaine.<\/p><div class=\"row row-boxes\"><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-odigo-blocks-two-columns-with-content section section--2col--media undefined\"><div class=\"container\"><div class=\"row row-boxes\"><div class=\"col-md-10 offset-md-1\"><div class=\"box box--row\"><div class=\"row\"><div class=\"order-lg-1 col-lg-6 order-1 section--2col--media__img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2025\/12\/Website-BlogResource-images-Gartner-Market-Trend.jpg\" alt=\"Gartner logo\" width=\"100%\"\/><\/div><div class=\"order-lg-2 col-lg-6 box-inner order-2 \"><h3><strong>Acc\u00e9dez \u00e0 la tendance du march\u00e9 Gartner\u00ae pour :<\/strong><\/h3><p class=\"body3\">\u2705 Comprendre l&rsquo;\u00e9volution du r\u00f4le de l&rsquo;IA g\u00e9n\u00e9rative et agentique dans le service client<br><br>\u2705 Apprendre \u00e0 identifier les interactions les plus adapt\u00e9es \u00e0 l&rsquo;automatisation, tout en pr\u00e9servant la qualit\u00e9 de l&rsquo;exp\u00e9rience client.<br><br>\u2705 D\u00e9couvrir des cadres bas\u00e9s sur les donn\u00e9es pour atteindre l&rsquo;efficacit\u00e9 op\u00e9rationnelle et un retour sur investissement mesurable.<br><br>\u2705 D\u00e9couvrir comment les grandes entreprises pr\u00e9parent leurs centres de contact \u00e0 la prochaine vague d&rsquo;innovations en mati\u00e8re d&rsquo;IA.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-charcoal-color has-text-color has-link-color wp-elements-b394021ac4c9aafca3fef9c7bc3b6dd6\"><strong>Mentions l\u00e9gales<\/strong><\/p>\n\n\n\n<p class=\"has-slate-gray-color has-text-color has-link-color wp-elements-a50d8874f206a7d5b8b78da815adab84\">GARTNER est une marque d\u00e9pos\u00e9e et une marque de service de Gartner, Inc. et\/ou de ses filiales aux \u00c9tats-Unis et \u00e0 l&rsquo;international, et est utilis\u00e9e ici avec autorisation. Tous droits r\u00e9serv\u00e9s. Ce graphique a \u00e9t\u00e9 publi\u00e9 par Gartner, Inc. dans le cadre d&rsquo;un document de recherche plus vaste et doit \u00eatre \u00e9valu\u00e9 dans le contexte de l&rsquo;ensemble du document.<\/p>\n\n\n\n<p class=\"has-slate-gray-color has-text-color has-link-color wp-elements-2c53bf0ca5abafc2e0ffb00d1d6be12b\">Gartner ne cautionne aucun fournisseur, produit ou service d\u00e9crit dans ses publications de recherche et ne conseille pas aux utilisateurs de technologies de choisir uniquement les fournisseurs ayant obtenu les meilleures notes ou autres distinctions. Les publications de recherche de Gartner refl\u00e8tent les opinions de l&rsquo;organisme de recherche Gartner et ne doivent pas \u00eatre interpr\u00e9t\u00e9es comme des d\u00e9clarations de fait. Gartner d\u00e9cline toute garantie, expresse ou implicite, concernant cette recherche, y compris toute garantie de qualit\u00e9 marchande ou d&rsquo;ad\u00e9quation \u00e0 un usage particulier.<\/p>\n","protected":false},"author":1,"featured_media":23872,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[43,196],"industry":[],"topic":[],"resource-category":[540],"class_list":["post-23861","resource","type-resource","status-publish","has-post-thumbnail","hentry","tag-artificial-intelligence","tag-mise-en-avant","resource-category-ebooks"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u00c9tude Gartner\u00ae sur les tendances de l&#039;IA g\u00e9n\u00e9rative et agentique<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez l&#039;impact op\u00e9rationnel et humain de l&#039;IA dans les centres de contact avec l&#039;\u00e9tude Gartner\u00ae sur l&#039;IA 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