{"id":71953,"date":"2022-11-21T08:30:55","date_gmt":"2022-11-21T07:30:55","guid":{"rendered":"https:\/\/visionarymarketing.com\/?p=71953"},"modified":"2022-11-18T19:56:10","modified_gmt":"2022-11-18T18:56:10","slug":"centre-dappel","status":"publish","type":"post","link":"https:\/\/visionarymarketing.com\/fr\/2022\/11\/21\/centre-dappel\/","title":{"rendered":"Le centre d’appel r\u00e9invent\u00e9 par l’intelligence artificielle"},"content":{"rendered":"

Le centre d\u2019appel est r\u00e9invent\u00e9 par l\u2019intelligence artificielle. C\u2019est ce que d\u00e9montre une \u00e9tude men\u00e9e par <\/i>Odigo<\/a>. Raffaele Ferrara<\/a>, responsable marketing produit intelligence artificielle pour les agents virtuels nous en parle dans cette interview. L\u2019\u00e9tude, intitul\u00e9e <\/i>Comment l\u2019intelligence artificielle transforme les centres de contacts europ\u00e9ens<\/a>, a \u00e9t\u00e9 men\u00e9e en Europe sur cinq pays (Espagne, Royaume-Uni, Benelux, Allemagne, France). Elle a\u00a0<\/i>port\u00e9<\/i>\u00a0sur 1035 responsables d\u2019entreprises europ\u00e9ennes\u00a0de tailles et secteurs divers.<\/i><\/p>\n

\u00c9tude\u00a0: comment l\u2019IA r\u00e9invente le centre d\u2019appel en 2022<\/h2>\n
\"centre
L\u2019IA peut jouer un r\u00f4le sur le fonctionnement du centre d\u2019appel, c\u2019est ce que d\u00e9montre une \u00e9tude r\u00e9alis\u00e9e par Odigo<\/figcaption><\/figure>\n

L\u2019intelligence artificielle dans le centre d\u2019appel, pour quoi faire\u2009?<\/h3>\n

L\u2019intelligence artificielle permet d\u2019automatiser un certain nombre des t\u00e2ches effectu\u00e9es sur un centre d\u2019appel. Celles-ci se regroupent en 3\u00a0familles principales.<\/p>\n

<\/p>\n

\n

Le but est d\u2019am\u00e9liorer la satisfaction client et de r\u00e9duire les co\u00fbts op\u00e9rationnels li\u00e9s \u00e0 la gestion de la relation client<\/p>\n<\/blockquote>\n

\"centre
3 familles applicatives en IA pour le centre d\u2019appel\u00a0: les agents virtuels, l\u2019assistance des agents et l\u2019analyse des interactions.<\/figcaption><\/figure>\n
    \n
  1. La premi\u00e8re famille concerne les agents virtuels\u00a0: les callbots sont utilis\u00e9s sur les canaux t\u00e9l\u00e9phoniques, les chatbots sur les canaux digitaux, et les voicebots sur les assistants virtuels<\/a>, comme Google Home.<\/li>\n
  2. La deuxi\u00e8me famille porte sur des technologies permettant d\u2019assister les agents pendant leurs t\u00e2ches.<\/li>\n
  3. La troisi\u00e8me famille permet d\u2019analyser les interactions afin d\u2019am\u00e9liorer les processus op\u00e9rationnels.<\/li>\n<\/ol>\n
    \n

    Les technologies d\u2019IA pour les centres d\u2019appels sont aujourd\u2019hui bien \u00e9tablies. L\u2019intelligence artificielle n\u2019est plus n\u00e9buleuse et ne fait plus peur<\/p>\n<\/blockquote>\n

    Qui est int\u00e9ress\u00e9 par ces technologies<\/h3>\n
    \"Centre
    Pour le centre d\u2019appel, l\u2019IA n\u2019est pas un jouet pour informaticien. Le service client en est certes, comme le d\u00e9crit l\u2019\u00e9tude le principal client. Mais ce qui est frappant est que beaucoup d\u2019autres d\u00e9partements sont impliqu\u00e9s dans des proportions non n\u00e9gligeables\u00a0: ventes, marketing, R&D, logistique, Finance et conformit\u00e9 notamment<\/figcaption><\/figure>\n

    Enseignements \u00e0 retenir de cette \u00e9tude sur l\u2019introduction de l\u2019IA dans les centres d\u2019appels<\/h3>\n

    Enseignement n\u00b0\u00a01\u00a0: l\u2019IA permet de fournir une exp\u00e9rience client de premier ordre tout en obtenant un retour sur investissement<\/h4>\n

    3 dirigeants d\u2019entreprises europ\u00e9ennes sur 4 ont d\u00e9j\u00e0 investi dans l\u2019IA. Et 9 sur 10 affirment que les r\u00e9sultats ont \u00e9t\u00e9 concluants et qu\u2019ils investiraient davantage. La technologie est donc maintenant consid\u00e9r\u00e9e comme robuste.<\/p>\n

    \"\"
    L\u2019exp\u00e9rience client peut b\u00e9n\u00e9ficier de l\u2019IA\u2026 \u00e0 condition que les outils et les processus aient \u00e9t\u00e9 mis en \u0153uvre correctement va sans dire.<\/figcaption><\/figure>\n

    Enseignement n\u00b0\u00a02\u00a0: les\u00a0responsables d\u2019entreprises identifient correctement les avantages des nouvelles technologies cloud<\/h4>\n

    En 2022, les personnes interrog\u00e9es sont plus nombreuses \u00e0 identifier les avantages des nouvelles technologies cloud \u2014 73\u00a0% contre 66\u00a0% en 2021. Les centres d\u2019appels sont pass\u00e9s dans le nuage, sur des mod\u00e8les SaaS, ce qui offre beaucoup d\u2019avantages et de flexibilit\u00e9. Ceux qui ont d\u00e9j\u00e0 investi pr\u00e9voient d\u2019investir davantage.<\/p>\n

    Enseignement n\u00b0\u00a03\u00a0: contrairement \u00e0 ce qu\u2019on pourrait croire, ce n\u2019est pas l\u2019Europe du Nord qui montre le plus d\u2019app\u00e9tence pour l\u2019intelligence artificielle<\/h4>\n

    L\u2019Espagne se distingue dans le domaine de l\u2019IA, avec 81\u00a0% des dirigeants d\u2019entreprise interrog\u00e9s qui confirment avoir investi dans des technologies d\u2019IA. Contre 76\u00a0% au Royaume-Uni, 73\u00a0% en Allemagne, 72\u00a0% en France et 65\u00a0% en Belgique et aux Pays-Bas.<\/p>\n

    \"centre
    J\u2019ai trouv\u00e9 la place de l\u2019Espagne dans ce hit-parade particuli\u00e8rement int\u00e9ressante. On remarquera aussi la grande disparit\u00e9 selon les secteurs<\/figcaption><\/figure>\n

    Enseignement n\u00b0\u00a04\u00a0: les chefs d\u2019entreprise qui n\u2019ont pas encore investi dans l\u2019IA vont le faire<\/h4>\n

    Les r\u00e9pondants qui n\u2019ont pas encore investi dans l\u2019IA envisagent des investissements dans le futur. 53\u00a0% disent qu\u2019ils pourraient investir au cours des deux prochaines ann\u00e9es et que c\u2019est vital pour l\u2019entreprise et pour am\u00e9liorer la satisfaction client.<\/p>\n

    \u00c0 quoi ressemblera le call center du futur\u2009?<\/h3>\n
    \n

    Les centres d\u2019appels automatiseront de plus en plus leurs processus. L\u2019intelligence artificielle devient incontournable<\/p>\n<\/blockquote>\n

    En conclusion, les centres de contact adoptent l\u2019intelligence artificielle du fait de ces apports en mati\u00e8re de satisfaction client. Et au-del\u00e0, la motivation des conseillers et l\u2019efficacit\u00e9 op\u00e9rationnelle des centres de contacts.<\/p>\n

    \"Je<\/a><\/p>\n

    T\u00e9l\u00e9chargez ici l\u2019\u00e9tude \u00ab\u2009Comment l\u2019intelligence artificielle transforme les centres de contacts europ\u00e9ens\u2009\u00bb<\/a><\/em><\/p>\n

    https:\/\/media.blubrry.com\/visionarymarketing_les\/agence.visionarymarketing.com\/files\/podcasts\/2022-11-18-IA-centres-d-appel-Odigo-mixdown.mp3<\/a><\/audio><\/div><\/div>

    Podcast: Play in new window<\/a> | Download<\/a> (Duration: 12:22 — 7.3MB)<\/p>

    Subscribe: Apple Podcasts<\/a> | Spotify<\/a> | Android<\/a> | RSS<\/a><\/p>","protected":false},"excerpt":{"rendered":"

    Le centre d\u2019appel est r\u00e9invent\u00e9 par l\u2019intelligence artificielle. C\u2019est ce que d\u00e9montre une \u00e9tude men\u00e9e par Odigo. Raffaele Ferrara, responsable marketing produit intelligence artificielle pour les agents virtuels nous en parle dans cette interview. L\u2019\u00e9tude, intitul\u00e9e Comment l\u2019intelligence artificielle transforme les centres de contacts europ\u00e9ens, a \u00e9t\u00e9 men\u00e9e en Europe sur cinq pays (Espagne, Royaume-Uni, …<\/p>\n","protected":false},"author":2,"featured_media":72445,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4062,4064],"tags":[],"class_list":["post-71953","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-a-la-une","category-crm-et-experience-client"],"yoast_head":"\nCentre d'appel : le centre de contact r\u00e9invent\u00e9 par l'IA<\/title>\n<meta name=\"description\" content=\"IA et centre d'appel : Enseignements \u00e0 retenir de l'\u00e9tude Odigo sur l'utilisation de l'IA dans les centres d'appels\" \/>\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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He is a speaker and author of many books. In 2014 he went from intrapreneur to entrepreneur, when he created his digital marketing agency. Yann Gourvennec a cr\u00e9\u00e9 visionarymarketing.com en 1996. Il est conf\u00e9rencier et auteur de plusieurs livres. 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