{"id":297,"date":"2020-01-02T18:04:00","date_gmt":"2023-09-07T18:04:30","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=297"},"modified":"2023-11-30T14:48:15","modified_gmt":"2023-11-30T14:48:15","slug":"creer-un-chatbot-grace-a-l-intelligence-artificielle","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/creer-un-chatbot-grace-a-l-intelligence-artificielle\/","title":{"rendered":"Comment cr\u00e9er un chatbot gr\u00e2ce \u00e0 l\u2019intelligence artificielle (IA) ?"},"content":{"rendered":"\n

Pour mettre en place votre chatbot – ou agent conversationnel<\/a> – et en faire le nouveau chouchou de vos clients, mettez toutes les chances de votre c\u00f4t\u00e9 en le connectant \u00e0 la donn\u00e9e et en surveillant sa courbe d\u2019apprentissage automatique sur tous les canaux. En plus d\u2019am\u00e9liorer l\u2019exp\u00e9rience client<\/a>, votre chatbot va s\u2019imposer en interne comme une aide pr\u00e9cieuse aux forces de vente et aux \u00e9quipes du service client. <\/b><\/p>\n\n\n\n

1. Un chatbot bien \u00e9lev\u00e9 se nourrit de donn\u00e9es de qualit\u00e9<\/b><\/h3>\n\n\n\n

Si vous ne voulez pas que votre chatbot ressemble \u00e0 ses illustres a\u00een\u00e9s aux r\u00e9ponses st\u00e9r\u00e9otyp\u00e9es, il est indispensable de lui ouvrir les chakras en le connectant \u00e0 la donn\u00e9e. C\u2019est la cl\u00e9 pour lui permettre d\u2019apprendre des requ\u00eates pass\u00e9es et de l\u2019historique client. L\u2019objectif est d\u2019amener le chatbot \u00e0 r\u00e9pondre de la mani\u00e8re la plus pertinente possible, au moyen de messages hautement personnalis\u00e9s. <\/p>\n\n\n\n

\n\t
\n\n\t\t
\n\t\t\t

Glossaire de l’IA<\/h2>\n\t\t\t\t\t\t\t

32 d\u00e9finitions pour gagner en confiance \u00e0 l’\u00e8re de l’Intelligence Artificielle.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tLire le glossaire<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\"Couverture\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t\n\t\t\"\"\n\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t<\/div>\n\n\n\n

2. Le chatbot doit apprendre de ses erreurs<\/b><\/h3>\n\n\n\n

En lui accordant beaucoup d\u2019attention, un chatbot peut devenir une solution performante pour l\u2019entreprise. Gr\u00e2ce \u00e0 l\u2019insatiable soif d\u2019apprendre propre au machine learning et au deep learning, le bot va s\u2019entra\u00eener et s\u2019am\u00e9liorer au fil des interactions. Cr\u00e9er un chatbot est un projet it\u00e9ratif qui \u2013 par d\u00e9finition \u2013 implique des adaptations r\u00e9p\u00e9t\u00e9es pour, in fine<\/i>, am\u00e9liorer l\u2019exp\u00e9rience client. Comment faire concr\u00e8tement ? Apr\u00e8s une phase de test, vous pouvez lui confier ses premi\u00e8res missions. Commencez par exemple par automatiser le suivi de commande. Une fois que votre chatbot a fait ses preuves, faites le monter en comp\u00e9tence (enregistrement d\u2019une nouvelle adresse de livraison ou modification de commande). Petit \u00e0 petit, vous allez ainsi l\u2019emmener, sous surveillance \u00e9troite, jusqu\u2019au stade de robot \u00ab conversationnel \u00bb. \u00c0 noter, le d\u00e9veloppement des nombreuses potentialit\u00e9s d\u2019un chatbot demande du temps, m\u00eame si des ROI rapides sont possibles.<\/p>\n\n\n\n

Le point de vue de Carlos Lozano, principal solution engineer chez Salesforce<\/b> \u00ab Un projet chatbot doit \u00eatre men\u00e9 en interne comme n\u2019importe quel grand projet IT, en mettant \u00e0 contribution toutes les comp\u00e9tences de l\u2019entreprise. C\u2019est aux \u00e9quipes marketing et communication de d\u00e9cider de la tonalit\u00e9 des messages et de la \u00ab personnalit\u00e9 \u00bb du chatbot. Les \u00e9quipes m\u00e9tiers fournissent quant \u00e0 elles des uses cases. \u00c0 la DSI de le relier aux bonnes sources d\u2019info, et ainsi de suite. \u00bb <\/i> <\/p>\n\n\n\n

3. Le chatbot doit \u00eatre multicanal<\/b><\/h3>\n\n\n\n

Pour gagner en efficacit\u00e9, il convient de ne pas d\u00e9velopper un chatbot – ou agent conversationnel – sp\u00e9cifique pour chaque plateforme (Messenger, WhatsApp, site web, site mobile, etc.) mais d\u2019investir dans une solution tout-terrain qui \u00e9pouse tous vos besoins et unifie l\u2019exp\u00e9rience client. <\/p>\n\n\n\n

4. Le chatbot aime l\u2019\u00e9mulation collective<\/b><\/h3>\n\n\n\n

Vous avez de la chance : votre chatbot n\u2019est pas seul. Il existe d\u00e9j\u00e0 des bots pr\u00e9-entra\u00een\u00e9s qui vont vous permettre de vous lancer rapidement. Exemple : vous \u00eates une entreprise finlandaise sp\u00e9cialis\u00e9e en droit des affaires. D\u2019autres acteurs ont certainement d\u00e9j\u00e0 developp\u00e9 des biblioth\u00e8ques de dialogues en finlandais adaptables, voire des biblioth\u00e8ques sp\u00e9cialis\u00e9es dans le droit des affaires. Gr\u00e2ce \u00e0 l\u2019acquisition d\u2019\u00ab add-on \u00bb, votre chatbot va faire des bonds de g\u00e9ants ! <\/p>\n\n\n\n

5. Un chatbot n\u2019est pas un sous-marin<\/b><\/h3>\n\n\n\n

Au moment o\u00f9 il engage le chat, le client doit tout de suite comprendre s\u2019il a affaire \u00e0 un robot ou \u00e0 un conseiller en chair et en os. Aucun doute ne doit planer dans son esprit \u2013 il en va de la relation de confiance qui l\u2019unit \u00e0 votre marque. Une fois que le client a compris qu\u2019il parle \u00e0 un agent conversationnel, il doit pouvoir identifier tr\u00e8s vite le champ de ses comp\u00e9tences (au moyen d\u2019un menu ou d\u2019un message introductif) pour ne pas perdre son temps si sa demande d\u00e9passe ses limites.<\/b> <\/p>\n\n\n\n

6. Le chatbot doit avoir l\u2019esprit d\u2019\u00e9quipe<\/b><\/h3>\n\n\n\n

Une requ\u00eate trop complexe ? Un client dont les mots indiquent une situation d\u2019urgence ou d\u2019agacement ? Une erreur de routage de la demande ? Le chatbot doit savoir passer la main en transmettant la requ\u00eate \u00e0 un bot plus sp\u00e9cialis\u00e9 ou \u00e0 un conseiller client, avec tout l\u2019historique et la bonne qualification de la demande. <\/p>\n\n\n\n

Le point de vue de Carlos Lozano, principal solution engineer chez Salesforce<\/b> \u00ab Les Einstein Bots de Salesforce<\/a> sont des solutions tr\u00e8s puissantes car elles sont profond\u00e9ment (et parfaitement) connect\u00e9s \u00e0 la data clients et aux processus m\u00e9tiers disponible depuis la plateforme. Ils peuvent ainsi donner des r\u00e9ponses rapides au client, r\u00e9cup\u00e9rer de l\u2019information, automatiser certaines t\u00e2ches r\u00e9p\u00e9titives, trouver la bonne information\u2026 En revanche, pour les r\u00e9ponses impliquant plus d\u2019\u00e9motions ou des conversations longues sur un scope tr\u00e8s large de sujets, je recommanderais de passer rapidement la main \u00e0 un conseiller qui g\u00e9rera mieux ces demandes empathiques. Parce qu\u2019un bot ne remplacera jamais l\u2019humain<\/a>. \u00bb <\/i><\/p>\n\n\n\n

<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

6 r\u00e8gles d\u2019or pour cr\u00e9er votre chatbot et le transformer en assistant z\u00e9l\u00e9 gr\u00e2ce \u00e0 l\u2019intelligence artificielle<\/p>\n","protected":false},"author":1,"featured_media":299,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"83239dd0e1374a96b38fb5eb8ad86ce8","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[8,11],"sf_content_type":[],"blog":[356,374],"coauthors":[27],"class_list":["post-297","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-best-practices","sf_topic-it","blog-it","blog-best-practices"],"yoast_head":"\nComment cr\u00e9er un chatbot gr\u00e2ce \u00e0 l\u2019intelligence artificielle (IA) ? 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