{"id":2582,"date":"2021-04-16T17:14:28","date_gmt":"2021-04-16T17:14:28","guid":{"rendered":"https:\/\/www.odigo.com\/?post_type=use-case&#038;p=2582"},"modified":"2026-04-10T16:36:12","modified_gmt":"2026-04-10T15:36:12","slug":"bot-omnicanal","status":"publish","type":"use-case","link":"https:\/\/odigo.com\/fr\/use-case\/bot-omnicanal\/","title":{"rendered":"Offrez une assistance \u00e0 vos clients 24\/7 et faites gagner du temps \u00e0 vos conseillers gr\u00e2ce \u00e0 un bot omnicanal"},"content":{"rendered":"<section class=\"intro-badges\">\n\t      <div class=\"container\">\n\t        <div class=\"row\">\n\t          <div class=\"col-lg-8\">\n\t            <div class=\"subtitle1\">Les banques r\u00e9duisent leur nombre d\u2019agences physiques. Comment peuvent-elles continuer \u00e0 proposer une exp\u00e9rience client gratifiante et personnalis\u00e9e ? L\u2019une des solutions est l\u2019automatisation. En g\u00e9rant de plus en plus de cas d\u2019usage, un bot omnicanal peut optimiser l\u2019efficacit\u00e9 du service client, r\u00e9duire les co\u00fbts et permettre aux conseillers bancaires de se concentrer sur les interactions \u00e0 forte valeur ajout\u00e9e.<\/div>\n\t          <\/div>\n\t          <div class=\"col-lg-4\">\n\t            <img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04-29_Odigo.com-v2_Photo-library_L2-Use-cases_image-6_458x266px_RGB_MAK-1.jpg\" alt=\"Offrez une assistance \u00e0 vos clients 24\/7 et faites gagner du temps \u00e0 vos conseillers gr\u00e2ce \u00e0 un bot omnicanal\" \/>\n\t          <\/div>\n\t        <\/div>\n\t      <\/div>\n\t    <\/section>\n    \n\n    <section\n        class=\"  section article-body use-case-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\" id=\"h-the-overview\">Le contexte<\/h2>\n\n\n\n<p>Un \u00e9tablissement bancaire international souhaite acc\u00e9l\u00e9rer la fermeture de ses agences physiques sans pour autant renoncer \u00e0 fournir les services personnalis\u00e9s et centr\u00e9s client qui ont fait sa r\u00e9putation. Dans le cadre de son programme de transformation mondial, la banque doit remplacer sa solution on-premises par une solution cloud qui lui permet d\u2019automatiser certains aspects de son service client. L\u2019objectif? Fournir une assistance 24\/7 \u00e0 ses clients et permettre aux conseillers bancaires de consacrer davantage de temps aux questions plus complexes ou charg\u00e9es \u00e9motionnellement.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\">Le challenge<\/h2>\n\n\n\n<p>Proposer aux clients des capacit\u00e9s de self-service \u00e0 valeur ajout\u00e9e sur tous les canaux vocaux et digitaux, \u00e0 tout moment et depuis n\u2019importe quel appareil.<\/p>\n\n\n\n<p>La banque souhaite&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Acqu\u00e9rir des capacit\u00e9s de self-service 24\/7 sur tous ses canaux vocaux et digitaux,&nbsp;<\/li>\n\n\n\n<li>Veiller \u00e0 ce que le style de communication et la personnalit\u00e9 du bot soient coh\u00e9rents avec la marque,&nbsp;<\/li>\n\n\n\n<li>Offrir une exp\u00e9rience naturelle, personnalis\u00e9e et coh\u00e9rente sur tous les canaux.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">La solution<\/h2>\n\n\n\n<p>Un bot omnicanal sur mesure pour g\u00e9rer toutes les interactions digitales et vocales qui peuvent \u00eatre r\u00e9solues en self-service. Odigo rend cela possible gr\u00e2ce \u00e0&nbsp;:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-committed-experts\">Des experts engag\u00e9s<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Conception de sc\u00e9narios avec les \u00e9quipes d\u2019exp\u00e9rience client&nbsp;<\/li>\n\n\n\n<li>\u00c9laboration des r\u00e9ponses des bots<\/li>\n\n\n\n<li>Mises \u00e0 jour p\u00e9riodiques des corpus par les \u00e9quipes Odigo<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-channel-optimized-features\">Des caract\u00e9ristiques optimis\u00e9es pour chaque canal<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mini apps et facilitateurs d\u2019exp\u00e9rience utilisateur<\/li>\n\n\n\n<li>Widgets sp\u00e9cifiques aux points de contact num\u00e9riques<\/li>\n\n\n\n<li>Speech-to-text (STT) et text-to-speech (TTS)<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-dialog-manager\">Un gestionnaire de dialogue<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ex\u00e9cution de sc\u00e9narios de qualification et d\u2019IA conversationnelle pour un self-service fiable&nbsp;<\/li>\n\n\n\n<li>Gestion du flux conversationnel par une adaptation dynamique au contexte<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-nlu-engine\">Un moteur NLU<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Bas\u00e9 sur un r\u00e9seau neuronal sophistiqu\u00e9&nbsp;<\/li>\n\n\n\n<li>Corpus de bootstraps sp\u00e9cifique au secteur<\/li>\n\n\n\n<li>Plus de 10 ann\u00e9es d\u2019exp\u00e9rience en machine learning<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-benefits\">Les avantages<\/h2>\n\n\n\n<section class=\"section section--grid-images undefined\" class=\"wp-block-odigo-blocks-three-col-grid-with-image\"><div class=\"container\"><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-29_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_ai-62.png\" alt=\"\"\/><\/div><span class=\"box-title\">80\u00a0% des questions routini\u00e8res sont trait\u00e9es par un chatbot*<\/span><\/div><\/div><div data-box=\"1\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04_16_Odigo-com-v2-Clients_LogoPerformance_2.png\" alt=\"\"\/><\/div><span class=\"box-title\">77\u00a0% de r\u00e9duction du temps de traitement moyen (AHT)*<\/span><\/div><\/div><div data-box=\"2\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04-14_Odigo_Webpage_Icons_104x104px_Opt1_v2_Draft_MP_Web-RTC-copy-3-1.png\" alt=\"\"\/><\/div><span class=\"box-title\">Augmentation de 20 \u00e0 40\u00a0% des d\u00e9penses des clients*<\/span><\/div><\/div><div data-box=\"3\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-29_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_cloud-81.png\" alt=\"\"\/><\/div><span class=\"box-title\">R\u00e9duction de 30\u00a0% des co\u00fbts du service client*<\/span><\/div><\/div><div data-box=\"4\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-10_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Voice-11.png\" alt=\"\"\/><\/div><span class=\"box-title\">Self-service personnalis\u00e9 disponible 24\/7<\/span><\/div><\/div><div data-box=\"5\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-10_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Voice-12.png\" alt=\"\"\/><\/div><span class=\"box-title\">Meilleur engagement client<\/span><\/div><\/div><div data-box=\"6\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_5.png\" alt=\"\"\/><\/div><span class=\"box-title\">Feedback en temps r\u00e9el<\/span><\/div><\/div><div data-box=\"7\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-12_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_DS-Voice_03.png\" alt=\"\"\/><\/div><span class=\"box-title\">Am\u00e9lioration des taux de r\u00e9solution au premier contact (FCR)<\/span><p>*<em>Selon les donn\u00e9es exclusives d\u2019Odigo<\/em><\/p><\/div><\/div><\/div><\/div><\/section>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"<p>Les banques r\u00e9duisent leur nombre d\u2019agences physiques. Comment peuvent-elles continuer \u00e0 proposer une exp\u00e9rience client gratifiante et personnalis\u00e9e ? L\u2019une des solutions est l\u2019automatisation. En g\u00e9rant de plus en plus de cas d\u2019usage, un bot omnicanal peut optimiser l\u2019efficacit\u00e9 du service client, r\u00e9duire les co\u00fbts et permettre aux conseillers bancaires de se concentrer sur les interactions \u00e0 forte valeur ajout\u00e9e. <\/p>\n","protected":false},"author":1,"featured_media":196582,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"4min"},"tags":[],"industry":[],"topic":[],"class_list":["post-2582","use-case","type-use-case","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Bot omnicanal : La solution pour un service client 24\/7 | Odigo<\/title>\n<meta name=\"description\" content=\"Mettez en place une solution de bot omnicanal pour automatiser les r\u00e9ponses, qualifier les demandes et offrir un support client efficace.\" \/>\n<meta name=\"robots\" content=\"index, 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