{"id":698,"date":"2023-07-27T18:11:00","date_gmt":"2023-09-07T18:11:28","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=698"},"modified":"2023-10-25T00:53:13","modified_gmt":"2023-10-25T00:53:13","slug":"three-ways-service-impact-generative-ai","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/three-ways-service-impact-generative-ai\/","title":{"rendered":"3\u00a0fa\u00e7ons dont l’IA g\u00e9n\u00e9rative changera \u00e0 jamais le service client"},"content":{"rendered":"\n

Qu’apportera l’intelligence artificielle g\u00e9n\u00e9rative, comme ChatGPT, aux \u00e9quipes de service client ? Voici quelques \u00e9l\u00e9ments de r\u00e9flexion.<\/b><\/p>\n\n\n\n

Les services client affrontent des d\u00e9fis colossaux : nombre record de dossiers, clients frustr\u00e9s par des temps d’attente de plus en plus longs… Souvent, pour g\u00e9rer la charge de travail, les agents travaillent simultan\u00e9ment sur les probl\u00e8mes de plusieurs clients en attendant que les donn\u00e9es de leur application obsol\u00e8te soient charg\u00e9es.<\/p>\n\n\n\n

Apr\u00e8s avoir cl\u00f4tur\u00e9 un dossier, un agent saisit des notes sur le cas, mais celles-ci se perdent dans la masse de documents et d’autres agents se retrouver \u00e0 r\u00e9soudre des probl\u00e8mes similaires en partant de z\u00e9ro, sans savoir que leur coll\u00e8gue a d\u00e9j\u00e0 r\u00e9solu le probl\u00e8me. Cette mauvaise exp\u00e9rience est un probl\u00e8me majeur. \u00c0 cause d’elle, 50 % des consommateurs ont arr\u00eat\u00e9 d’acheter une marque qu’ils appr\u00e9ciaient. <\/b>Les entreprises doivent trouver une meilleure solution.<\/p>\n\n\n\n

R\u00e9cemment, ChatGPT, un mod\u00e8le d’intelligence artificielle (IA) g\u00e9n\u00e9rative d\u00e9velopp\u00e9 par OpenAI, a defray\u00e9 la chronique. ChatGPT et d’autres mod\u00e8les d’IA g\u00e9n\u00e9rative comme Anthropic et Bard reposent sur de grands mod\u00e8les de langage pr\u00e9-entra\u00een\u00e9s qui aident les utilisateurs \u00e0 cr\u00e9er des textes, des images et d\u2019autres contenus uniques \u00e0 partir de quelques mots.<\/p>\n\n\n\n

Associ\u00e9s \u00e0 l’expertise de longue date de Salesforce en mati\u00e8re d’IA, les mod\u00e8les d’IA g\u00e9n\u00e9rative vont changer la donne pour le service client en aidant les entreprises \u00e0 gagner en efficacit\u00e9, \u00e0 d\u00e9velopper des r\u00e9ponses plus empathiques aux demandes des clients et \u00e0 r\u00e9soudre les cas plus rapidement. <\/p>\n\n\n\n

Voici un aper\u00e7u de quelques-unes des fa\u00e7ons dont l’IA g\u00e9n\u00e9rative pourrait transformer le service client<\/p>\n\n\n\n

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79% des professionnels du service client investissent dans l’IA<\/h2>\n\t\t\t\t\t\t\t

Obtenez des insights cl\u00e9s de 6\u00a0500 professionnels sur l’avenir du secteur.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tLire le guide<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\"\"\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n

\u00c0 quoi pourrait ressembler l’IA g\u00e9n\u00e9rative pour le service client ? <\/span> <\/h2>\n\n\n\n

Nous avons d\u00e9j\u00e0 constat\u00e9 l’impact de l’IA sur le service client<\/a>. Il y a pr\u00e8s de sept ans, Salesforce a lanc\u00e9 Einstein<\/a> for Service afin de doter les agents de l’IA. Elle leur recommandait notamment les meilleures actions et r\u00e9ponses aux demandes des clients, et automatisait la r\u00e9daction de note de synth\u00e8se des cas.<\/p>\n\n\n\n

L’IA g\u00e9n\u00e9rative est sur le point de faire passer les op\u00e9rations de service client \u00e0 un niveau sup\u00e9rieur d’efficacit\u00e9 et de personnalisation.<\/p>\n\n\n\n

Gr\u00e2ce \u00e0 l’IA g\u00e9n\u00e9rative int\u00e9gr\u00e9e \u00e0 Einstein for Service et \u00e0 Customer 360<\/a>, nous pourrons g\u00e9n\u00e9rer automatiquement des r\u00e9ponses personnalis\u00e9es que les agents pourront rapidement envoyer aux clients. Nous entra\u00eenerons l’IA avec tous les cas r\u00e9solus afin de g\u00e9n\u00e9rer automatiquement des articles de FAQ \u2014 naturellement relus par des personnes \u2014 ce qui r\u00e9duira consid\u00e9rablement le temps n\u00e9cessaire \u00e0 la cr\u00e9ation de connaissances et facilitera la mise \u00e0 jour des articles. L’am\u00e9lioration de la pertinence et de la qualit\u00e9 des connaissances dans l’ensemble de l’entreprise accro\u00eetra la valeur des portails de self-service<\/a> et des chatbots, lib\u00e9rant les agents humains pour qu’ils passent plus de temps \u00e0 r\u00e9soudre des demandes complexes et \u00e0 construire des relations approfondies avec les clients.<\/p>\n\n\n\n

L’IA g\u00e9n\u00e9rative<\/a> sera utile aux \u00e9quipes de terrain<\/a>. Les rapports automatis\u00e9s dispenseront les agents de cette t\u00e2che chronophage. Les guides g\u00e9n\u00e9r\u00e9s par l’IA aideront les nouveaux employ\u00e9s et les sous-traitants \u00e0 se former rapidement et \u00e0 monter en comp\u00e9tence gr\u00e2ce aux ressources d’apprentissage continu. Les clients pourront r\u00e9soudre eux-m\u00eames les probl\u00e8mes courants gr\u00e2ce aux articles de la base de connaissance.<\/p>\n\n\n\n

La vague actuelle de mod\u00e8les g\u00e9n\u00e9ratifs est tr\u00e8s puissante, mais dans un petit nombre de cas, elle peut g\u00e9n\u00e9rer des r\u00e9sultats biais\u00e9s, voire nuisibles, ainsi que des faits invent\u00e9s (que l’on appelle \u00ab hallucinations \u00bb). C’est pourquoi il sera important, dans un avenir proche, de maintenir un r\u00e9viseur humain dans la boucle. Compte tenu des nombreuses opportunit\u00e9s et des d\u00e9fis li\u00e9s \u00e0 l’IA g\u00e9n\u00e9rative, Salesforce a r\u00e9cemment publi\u00e9 les cinq lignes directrices pour le d\u00e9veloppement d’une IA g\u00e9n\u00e9rative de confiance<\/a>, et expliqu\u00e9 le potentiel de l’IA g\u00e9n\u00e9rative dans la technologie d’entreprise<\/a> en prenant en compte la r\u00e9alit\u00e9 et les risques li\u00e9s \u00e0 cette technologie transformatrice.<\/p>\n\n\n\n

Des FAQ g\u00e9n\u00e9r\u00e9es automatiquement <\/span> <\/h2>\n\n\n\n

La superposition de l’IA g\u00e9n\u00e9rative aux capacit\u00e9s d’Einstein<\/a> automatisera la cr\u00e9ation de r\u00e9ponses de chatbot<\/a> plus intelligentes et plus personnalis\u00e9es, capables de comprendre en profondeur des demandes, d’anticiper et de r\u00e9pondre aux probl\u00e8mes des clients. Les r\u00e9ponses seront plus adapt\u00e9es aux questions des clients, ce qui acc\u00e9l\u00e9rera la r\u00e9solution. Au fil du temps, nous pr\u00e9voyons d’utiliser l’IA g\u00e9n\u00e9rative pour produire des articles de connaissance bas\u00e9s non seulement sur les notes de cas, mais aussi sur les conversations Slack, l’historique des messages et les donn\u00e9es de Customer 360, afin d’acc\u00e9l\u00e9rer la r\u00e9solution des cas par les agents et de transf\u00e9rer encore plus de cas de support vers des exp\u00e9riences purement self-service. Cela permettra d’all\u00e9ger la pression sur les centres d’appel et les agents. <\/p>\n\n\n\n

Une collaboration accrue pour r\u00e9soudre les dossiers <\/span> <\/h2>\n\n\n\n

Nous constatons d\u00e9j\u00e0 que de nombreuses \u00e9quipes de service travaillent plus efficacement avec la mise en commun de dossiers<\/a>, o\u00f9 les agents font appel \u00e0 des experts de toute leur organisation pour les aider \u00e0 r\u00e9soudre des cas complexes ou des incidents plus importants.<\/p>\n\n\n\n

Imaginez maintenant les gains d’efficacit\u00e9 si les retours d’exp\u00e9rience de ces super-requ\u00eates pouvaient \u00eatre mises en commun et appliqu\u00e9es plus largement. L’IA g\u00e9n\u00e9rative identifiera les cas ant\u00e9rieurs similaires, d\u00e9terminera qui, au sein de l’organisation, poss\u00e8de les comp\u00e9tences pour traiter le probl\u00e8me, et recommandera des r\u00e9solutions et des communications avec les clients pour acc\u00e9l\u00e9rer et m\u00eame automatiser de nombreux aspects du partage de dossiers.<\/p>\n\n\n\n

Gr\u00e2ce \u00e0 l’IA nous entrons dans une nouvelle \u00e8re passionnante qui va compl\u00e8tement remodeler le mod\u00e8le du service \u00e0 la client\u00e8le. Guid\u00e9es par la longue histoire de Salesforce en mati\u00e8re de d\u00e9veloppement de produits \u00e9thiques, les organisations seront en mesure d’utiliser la puissance de l’IA g\u00e9n\u00e9rative pour d\u00e9cupler la productivit\u00e9, acc\u00e9l\u00e9rer la r\u00e9solution des cas et approfondir les relations avec les clients gr\u00e2ce \u00e0 une personnalisation et une pertinence accrues.<\/b><\/p>\n\n\n\n

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

Qu’est-ce que l’IA g\u00e9n\u00e9rative et comment peut-elle r\u00e9volutionner le service client\u00a0?<\/p>\n","protected":false},"author":1,"featured_media":700,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"2c3bb05827db47f889dbac4249f71f83","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[12,21,88],"sf_content_type":[],"blog":[338,363,409],"coauthors":[27],"class_list":["post-698","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-service-cloud","sf_topic-generative-ai","blog-service-cloud","blog-service","blog-generative-ai"],"yoast_head":"\n3\u00a0fa\u00e7ons dont l'IA g\u00e9n\u00e9rative changera \u00e0 jamais le service client \u2022 Salesforce<\/title>\n<meta name=\"description\" content=\"Qu'est-ce que l'IA g\u00e9n\u00e9rative et comment peut-elle r\u00e9volutionner le service client\u00a0?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/three-ways-service-impact-generative-ai\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3\u00a0fa\u00e7ons dont l'IA g\u00e9n\u00e9rative changera \u00e0 jamais le service client\" \/>\n<meta property=\"og:description\" content=\"Qu'est-ce que l'IA g\u00e9n\u00e9rative et comment peut-elle r\u00e9volutionner le service client\u00a0?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/fr\/blog\/three-ways-service-impact-generative-ai\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-07T18:11:28+00:00\" \/>\n<meta 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