{"id":2829,"date":"2025-12-16T11:06:22","date_gmt":"2025-12-16T10:06:22","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2829"},"modified":"2025-12-16T11:06:24","modified_gmt":"2025-12-16T10:06:24","slug":"lia-pourrait-traiter-pres-de-la-moitie-des-requetes-faites-aupres-des-services-clients-en-france-dici-2027","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/news\/lia-pourrait-traiter-pres-de-la-moitie-des-requetes-faites-aupres-des-services-clients-en-france-dici-2027\/","title":{"rendered":"L\u2019IA pourrait traiter pr\u00e8s de la moiti\u00e9 des requ\u00eates faites aupr\u00e8s des services clients en France d\u2019ici 2027"},"content":{"rendered":"\n<p class=\"has-text-align-center\"><em>La nouvelle \u00e9tude <\/em><strong><em>\u00ab\u00a0<\/em><\/strong><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\"><strong><em>State of Service<\/em><\/strong><\/a><strong><em>\u00a0\u00bb de Salesforce<\/em><\/strong><em> montre comment l&rsquo;IA transforme les missions des services clients en France et s\u2019impose comme leur <\/em><strong><em>2\u1d49 priorit\u00e9<\/em><\/strong><em>, juste apr\u00e8s l&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience.<\/em><\/p>\n\n\n\n<p><strong>Paris, le 16 d\u00e9cembre 2025 <\/strong>\u2013 Salesforce, le leader mondial des solutions de gestion de la relation client int\u00e9gr\u00e9es \u00e0 l\u2019IA, publie les r\u00e9sultats de la 7\u1d49 \u00e9dition de son \u00e9tude <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\"><em>State of Service<\/em><\/a>, men\u00e9e aupr\u00e8s de 6 500 professionnels du service client (dont 300 en France). L\u2019\u00e9tude r\u00e9v\u00e8le que l<a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/\">\u2019IA<\/a> ne se limite plus \u00e0 automatiser des r\u00e9ponses selon des arbres de d\u00e9cision. L\u2019IA red\u00e9finit profond\u00e9ment les missions des \u00e9quipes de services client. \u00c0 quoi ressemble concr\u00e8tement cette transformation ? Le nouveau rapport <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\">State of Service<\/a> de Salesforce met en lumi\u00e8re trois grandes tendances qui illustrent cette \u00e9volution.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-full\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"2830-modal\"><span class=\"screen-reader-text\">Ouvrir le modal d&#039;image<\/span><img loading=\"lazy\" decoding=\"async\" width=\"473\" height=\"273\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2830\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png 473w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=300&amp;h=173 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=264&amp;h=152 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=150&amp;h=87 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=334&amp;h=193 334w\" sizes=\"auto, (max-width: 473px) 100vw, 473px\" \/><\/a><\/figure>\n<div id=\"2830-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Fermer cette fen\u00eatre de dialogue\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"473\" height=\"273\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2830\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png 473w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=300&amp;h=173 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=264&amp;h=152 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=150&amp;h=87 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image.png?w=334&amp;h=193 334w\" sizes=\"auto, (max-width: 473px) 100vw, 473px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p><strong>L\u2019IA est une priorit\u00e9 pour gagner en vitesse, en co\u00fbts et en satisfaction clients<\/strong><\/p>\n\n\n\n<p>En un an, <strong>l\u2019IA est pass\u00e9e de la 10\u00e8me \u00e0 la 2\u00e8me place<\/strong> des priorit\u00e9s des managers de services clients en France.&nbsp; Leur cap, en revanche, reste inchang\u00e9 : am\u00e9liorer l\u2019exp\u00e9rience client demeure leur priorit\u00e9 absolue.<\/p>\n\n\n\n<p><em>\u201cAm\u00e9liorer l\u2019exp\u00e9rience client demeure logiquement la priorit\u00e9 des services clients, mais les moyens pour y parvenir \u00e9voluent. Cela lib\u00e8re du temps pour les \u00e9quipes afin de se concentrer sur la r\u00e9solution des probl\u00e8mes complexes et la relation de confiance \u00e9tablie avec leurs clients\u201d,<\/em><strong> explique Jean David Benassouli, SVP &amp; Head of Cloud Sales chez Salesforce France.\u00a0<\/strong><\/p>\n\n\n\n<p>Cette transformation est d\u00e9j\u00e0 en marche : aujourd\u2019hui, <strong>environ 35%<\/strong> des requ\u00eates effectu\u00e9es aupr\u00e8s des services clients sont d\u00e9j\u00e0 prises en charge par l\u2019IA. D\u2019ici 2027, avec la mont\u00e9e en puissance des agents IA, cette proportion devrait atteindre 45%. <em>\u201cCette \u00e9volution marque notre entr\u00e9e dans l\u2019\u00e8re de l\u2019<\/em><a href=\"https:\/\/www.salesforce.com\/agentforce\/agentic-enterprise\/#:~:text=What%20is%20an%20agentic%20enterprise?%20An%20agentic,act%20on%20their%20own%20to%20complete%20tasks.\"><em>entreprise agentique<\/em><\/a><em>, o\u00f9 les agents IA absorbent les t\u00e2ches r\u00e9p\u00e9titives, et g\u00e9n\u00e8rent des synergies avec les collaborateurs qui se consacrent ainsi aux missions plus complexes et \u00e0 plus forte valeur\u201d, <\/em>pr\u00e9cise <strong>Jean David Benassouli.\u00a0<\/strong><\/p>\n\n\n\n<p>Au-del\u00e0 du nombre de cas r\u00e9solus, les \u00e9quipes misent sur les agents IA pour renforcer leur impact, en r\u00e9duisant les co\u00fbts de service et en am\u00e9liorant la <a href=\"https:\/\/www.salesforce.com\/service\/customer-service-incident-management\/what-is-customer-satisfaction\/\">satisfaction client<\/a>. Les professionnels du service client en France estiment que l\u2019<a href=\"https:\/\/www.salesforce.com\/agentforce\/what-is-agentic-ai\/\">IA agentique<\/a> permettra d\u2019augmenter de 15% le chiffre d\u2019affaires g\u00e9n\u00e9r\u00e9 par les ventes additionnelles. Les attentes sont encore plus fortes dans le secteur de la pharmacie des biotechnologies, o\u00f9 les professionnels du service pr\u00e9voient une hausse de 20% des ventes additionnelles.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>Les <a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/\">agents IA<\/a> d\u00e9passent la simple pr\u00e9diction et l\u2019automatisation des t\u00e2ches \u00e0 accomplir. Ils comprennent le contexte m\u00e9tier, agissent, d\u00e9cident et s\u2019adaptent en temps r\u00e9el<\/em>.<\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Jean David Benassouli, SVP &amp; Head of Cloud Sales chez Salesforce France<\/strong><\/p>\n<\/blockquote>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-full\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"2831-modal\"><span class=\"screen-reader-text\">Ouvrir le modal d&#039;image<\/span><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"538\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2831\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png 600w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=300&amp;h=269 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=264&amp;h=237 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=407&amp;h=365 407w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=150&amp;h=135 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=215&amp;h=193 215w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/a><\/figure>\n<div id=\"2831-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Fermer cette fen\u00eatre de dialogue\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"538\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2831\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png 600w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=300&amp;h=269 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=264&amp;h=237 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=407&amp;h=365 407w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=150&amp;h=135 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_a9612e.png?w=215&amp;h=193 215w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p><strong>C\u00f4t\u00e9 m\u00e9tiers, moins de t\u00e2ches routini\u00e8res\u2026 et plus d\u2019opportunit\u00e9s<\/strong><\/p>\n\n\n\n<p>Au-del\u00e0 des gains organisationnels, l\u2019IA transforme aussi l\u2019exp\u00e9rience des employ\u00e9s. En France, les professionnels qui utilisent l\u2019IA consacrent 20% de temps en moins aux cas courants, soit environ <strong>quatre heures par semaine lib\u00e9r\u00e9es<\/strong> pour des t\u00e2ches plus complexes. R\u00e9sultat : moins de r\u00e9initialisations de mots de passe ou de mises \u00e0 jour de statut, et davantage de temps pour prendre des d\u00e9cisions cl\u00e9s et g\u00e9rer des situations exceptionnelles. Les \u00e9quipes fran\u00e7aises \u00e9quip\u00e9es d\u2019une IA agentique vont encore plus loin, en d\u00e9diant un quart de leur temps aux cas les plus complexes.<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-full\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"2832-modal\"><span class=\"screen-reader-text\">Ouvrir le modal d&#039;image<\/span><img loading=\"lazy\" decoding=\"async\" width=\"670\" height=\"596\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2832\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png 670w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=300&amp;h=267 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=264&amp;h=235 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=410&amp;h=365 410w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=150&amp;h=133 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=217&amp;h=193 217w\" sizes=\"auto, (max-width: 670px) 100vw, 670px\" \/><\/a><\/figure>\n<div id=\"2832-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Fermer cette fen\u00eatre de dialogue\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"670\" height=\"596\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2832\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png 670w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=300&amp;h=267 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=264&amp;h=235 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=410&amp;h=365 410w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=150&amp;h=133 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_3a5527.png?w=217&amp;h=193 217w\" sizes=\"auto, (max-width: 670px) 100vw, 670px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>Gr\u00e2ce \u00e0 la prise en charge d\u2019un plus grand nombre de cas par les agents IA, les employ\u00e9s peuvent d\u00e9sormais se concentrer sur d\u2019autres priorit\u00e9s, et chaque minute compte.&nbsp; Comme le souligne <strong>George Pokorny, SVP Global Customer Success chez OpenTable<\/strong> : <em>\u201cGagner ne serait-ce que deux minutes sur un appel de dix minutes permet \u00e0 nos \u00e9quipes de consacrer plus de temps \u00e0 l\u2019essentiel: cr\u00e9er du lien, \u00e9couter et renforcer durablement la relation client\u201d.<\/em><\/p>\n\n\n\n<p>Ce gain de temps, r\u00e9p\u00e9t\u00e9 au quotidien, finit par faire la diff\u00e9rence. Compar\u00e9s aux non-utilisateurs, les employ\u00e9s assist\u00e9s par une IA agentique sont nettement plus susceptibles d\u2019encadrer leurs coll\u00e8gues, de diriger des projets transversaux et d\u2019optimiser les processus internes. Ils sont \u00e9galement plus enclins \u00e0 collaborer avec des clients de renom et \u00e0 occuper des postes de direction, illustrant la mani\u00e8re dont l\u2019IA peut ouvrir la voie \u00e0 un travail plus strat\u00e9gique, plus valorisant et porteur pour leur&nbsp; carri\u00e8re.<\/p>\n\n\n\n<p>Dans les faits, 85% des employ\u00e9s europ\u00e9ens utilisant l\u2019IA estiment qu\u2019elle cr\u00e9e de nouvelles opportunit\u00e9s de croissance. En France, 92% d\u2019entre eux d\u00e9clarent avoir acquis de nouvelles comp\u00e9tences, et 90% affirment que leur r\u00f4le est d\u00e9sormais plus sp\u00e9cialis\u00e9 gr\u00e2ce \u00e0 l\u2019usage de solutions \u00e0 base d\u2019IA. Surtout, les \u00e9quipes travaillant avec l\u2019IA se disent plus optimistes quant \u00e0 leur avenir professionnel. Les utilisateurs d\u2019IA agentique \u00e9tant les plus confiants en mati\u00e8re de perspectives de carri\u00e8re. Ce constat peut traduire un biais d\u2019adoption chez des pionniers tourn\u00e9s vers l\u2019avenir, mais il refl\u00e8te \u00e9galement les opportunit\u00e9s accrues de formation, de sp\u00e9cialisation et de leadership offertes par l\u2019IA.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>Nous constatons que l\u2019IA ne transforme pas seulement la mani\u00e8re dont les \u00e9quipes de service travaillent ; elle enrichit aussi leurs comp\u00e9tences.<\/em><\/p>\n\n\n\n<p class=\"has-medium-font-size\">J<strong>ean David Benassouli, SVP &amp; Head of Cloud Sales chez Salesforce France.\u00a0<\/strong><\/p>\n<\/blockquote>\n\n\n\n<p><em> \u00ab\u00a0Les professionnels qui utilisent l\u2019IA, et plus encore ceux qui s\u2019appuient sur des agents IA, d\u00e9veloppent de nouvelles comp\u00e9tences et abordent leur avenir professionnel avec davantage de confiance. C\u2019est un signal fort : d\u00e9ploy\u00e9e de mani\u00e8re r\u00e9fl\u00e9chie, l\u2019IA peut devenir un v\u00e9ritable levier de d\u00e9veloppement et de promotion\u201d,<\/em> <strong>pr\u00e9cise<\/strong> <strong>Jean David Benassouli, SVP &amp; Head of Cloud Sales chez Salesforce France.\u00a0<\/strong><\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-full\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"2833-modal\"><span class=\"screen-reader-text\">Ouvrir le modal d&#039;image<\/span><img loading=\"lazy\" decoding=\"async\" width=\"685\" height=\"609\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2833\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png 685w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=300&amp;h=267 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=264&amp;h=235 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=411&amp;h=365 411w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=678&amp;h=603 678w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=150&amp;h=133 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=217&amp;h=193 217w\" sizes=\"auto, (max-width: 685px) 100vw, 685px\" \/><\/a><\/figure>\n<div id=\"2833-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Fermer cette fen\u00eatre de dialogue\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"685\" height=\"609\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-2833\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png 685w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=300&amp;h=267 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=264&amp;h=235 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=411&amp;h=365 411w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=678&amp;h=603 678w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=150&amp;h=133 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/12\/image_e77865.png?w=217&amp;h=193 217w\" sizes=\"auto, (max-width: 685px) 100vw, 685px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>L\u2019IA, et en particulier l\u2019IA agentique, s\u2019impose d\u00e9sormais comme un pilier strat\u00e9gique de la relation client, en France comme \u00e0 l\u2019international. Elle permet aux \u00e9quipes de gagner un temps pr\u00e9cieux, d\u2019\u00e9lever leurs comp\u00e9tences, et agit comme un v\u00e9ritable moteur de croissance : elle stimule les ventes additionnelles tout en am\u00e9liorant l\u2019exp\u00e9rience client.&nbsp;<\/p>\n\n\n\n<p>Pour concr\u00e9tiser ce potentiel, Salesforce pr\u00e9conise cinq actions cl\u00e9s :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Unifier les donn\u00e9es<\/strong> : consolider l\u2019ensemble des donn\u00e9es clients et de service provenant de diff\u00e9rents r\u00e9f\u00e9rentiels CRM, afin d\u2019offrir \u00e0 l\u2019IA une vision compl\u00e8te, coh\u00e9rente et pleinement fiable des parcours clients.<\/li>\n\n\n\n<li><strong>Automatiser les cas simples<\/strong> : d\u00e9ployer des agents d\u2019IA sur les demandes r\u00e9currentes (FAQ, suivi, statuts) afin d\u2019atteindre rapidement une part significative de requ\u00eates prises en charge par l\u2019IA, tout en am\u00e9liorant l\u2019exp\u00e9rience client.<\/li>\n\n\n\n<li><strong>Augmenter les conseillers par l\u2019IA<\/strong> : \u00e9quiper les \u00e9quipes d\u2019agents d\u2019IA (recherche, r\u00e9ponses sugg\u00e9r\u00e9es, r\u00e9sum\u00e9s, next best action) afin de r\u00e9duire la charge routini\u00e8re et de renforcer la personnalisation.<\/li>\n\n\n\n<li><strong>Investir dans les comp\u00e9tences<\/strong> : structurer des parcours de formation d\u00e9di\u00e9s \u00e0 l\u2019IA (outils, \u00e9thique, posture relationnelle) afin de transformer l\u2019automatisation en une v\u00e9ritable mont\u00e9e en expertise.<\/li>\n\n\n\n<li><strong>Piloter par les indicateurs <\/strong>: suivre en continu l\u2019impact de l\u2019IA sur le NPS (Net Promoter Score), les temps de traitement, la r\u00e9solution au premier contact, les ventes additionnelles et la satisfaction employ\u00e9, puis ajuster les usages gr\u00e2ce \u00e0 une gouvernance qui maintient l\u2019humain au centre<\/li>\n<\/ol>\n\n\n\n<p><strong>M\u00e9thodologie de l&rsquo;\u00e9tude<\/strong><\/p>\n\n\n\n<p>L\u2019\u00e9tude a \u00e9t\u00e9 conduite aupr\u00e8s de 6 500 professionnels et d\u00e9cideurs de services clients au cours du 3\u00e8me trimestre 2025. Les sond\u00e9s repr\u00e9sentaient les pays suivants : Argentine, Australie, Autriche, Belgique, Br\u00e9sil, Canada, Chili, Colombie, R\u00e9publique tch\u00e8que, Danemark, Finlande, France, Allemagne, Gr\u00e8ce, Inde, Indon\u00e9sie, Irlande, Isra\u00ebl, Italie, Japon, Mexique, Pays-Bas, Nouvelle-Z\u00e9lande, Norv\u00e8ge, P\u00e9rou, Philippines, Pologne, Portugal, Arabie saoudite, Singapour, Afrique du Sud, Cor\u00e9e du Sud, Espagne, Su\u00e8de, Suisse, Tha\u00eflande, Turquie, \u00c9mirats arabes unis, Royaume-Uni et \u00c9tats-Unis.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"2587\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2025\/10\/15\/salesforce-presente-la-derniere-version-dagentforce-la-plateforme-agentforce-360\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=1024\" class=\"content-card__image\" alt=\"360 platform\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp 1024w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/image.webp?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2025\/10\/15\/salesforce-presente-la-derniere-version-dagentforce-la-plateforme-agentforce-360\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce pr\u00e9sente la derni\u00e8re version d\u2019Agentforce : la plateforme Agentforce 360\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t8 min de lecture\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"2560\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2025\/10\/14\/avec-agentforce-360-salesforce-marque-une-nouvelle-ere-de-lentreprise-agentique-ou-lia-augmente-le-potentiel-des-collaborateurs\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=1024\" class=\"content-card__image\" alt=\"Agentic Enterprise Announcement\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png 1200w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2025\/10\/Welcome-to-the-Agentic-Enterprise.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/fr\/news\/press-releases\/2025\/10\/14\/avec-agentforce-360-salesforce-marque-une-nouvelle-ere-de-lentreprise-agentique-ou-lia-augmente-le-potentiel-des-collaborateurs\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAvec Agentforce 360, Salesforce marque une nouvelle \u00e8re de l\u2019Entreprise agentique, o\u00f9 l\u2019IA augmente le potentiel des collaborateurs\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t8 min de lecture\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/fr\/news\/wp-json\/wp\/v2\/posts\/2829\/page\/2\/?bc=OTH#section-title\">\n\t\t\tPublications plus anciennes\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n","protected":false},"excerpt":{"rendered":"<p>La nouvelle \u00e9tude \u00ab\u00a0State of Service\u00a0\u00bb de Salesforce montre comment l&rsquo;IA transforme les missions des services clients en France et s\u2019impose comme leur 2\u1d49 priorit\u00e9, juste apr\u00e8s l&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience. Paris, le 16 d\u00e9cembre 2025 \u2013 Salesforce, le leader mondial des solutions de gestion de la relation client int\u00e9gr\u00e9es \u00e0 l\u2019IA, publie les r\u00e9sultats de [&hellip;]<\/p>\n","protected":false},"author":742,"featured_media":1746,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[40,44,45,48,434],"sf_theme":[401,56,58,59],"sf_topic":[433,360,402,2,9,390,11,18,38],"sf_product":[62,66],"sf_industry":[],"sf_role":[108,107,111],"sf_multimedia_asset":[118],"sf_location":[381],"sf_collection":[],"sf_visibility":[],"coauthors":[405],"class_list":["post-2829","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news","sf_content_type-news-announcements-product","sf_content_type-press-releases","sf_content_type-press-releases-product","sf_content_type-press-releases-product-2","sf_theme-agentic-ai","sf_theme-artificial-intelligence","sf_theme-customer-engagement","sf_theme-digital-transformation","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_topic-artificial-intelligence","sf_topic-customer-360","sf_topic-customer-engagement-2","sf_topic-customer-engagement","sf_topic-enterprise-ai","sf_topic-trust","sf_product-agentforce","sf_product-tableau-crm","sf_role-it","sf_role-customer-service-and-support","sf_role-service","sf_multimedia_asset-research","sf_location-france"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L\u2019IA pourrait traiter pr\u00e8s de la moiti\u00e9 des requ\u00eates faites aupr\u00e8s des services clients en France d\u2019ici 2027 - Salesforce<\/title>\n<meta name=\"description\" content=\"La nouvelle \u00e9tude &quot;State of Service&quot; de Salesforce montre comment l&#039;IA transforme les missions des services clients en France et s\u2019impose comme leur 2\u1d49 priorit\u00e9, juste apr\u00e8s l&#039;am\u00e9lioration de l&#039;exp\u00e9rience.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L\u2019IA pourrait traiter pr\u00e8s de la moiti\u00e9 des requ\u00eates faites aupr\u00e8s des services clients en France d\u2019ici 2027\" \/>\n<meta property=\"og:description\" content=\"La nouvelle \u00e9tude &quot;State of Service&quot; de Salesforce montre comment l&#039;IA transforme les missions des services clients en France et s\u2019impose comme leur 2\u1d49 priorit\u00e9, juste apr\u00e8s l&#039;am\u00e9lioration de l&#039;exp\u00e9rience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/fr\/news\/lia-pourrait-traiter-pres-de-la-moitie-des-requetes-faites-aupres-des-services-clients-en-france-dici-2027\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-12-16T10:06:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-16T10:06:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/fr\/news\/wp-content\/uploads\/sites\/23\/2024\/05\/State-of-Service-Report-France.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta 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