{"id":486523,"date":"2023-08-08T05:23:18","date_gmt":"2023-08-08T12:23:18","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/decouvrez-how-generative-can-ai-be-used-to-improve-customer-service-and-support-comment-lia-generative-peut-etre-utilisee-pour-ameliorer-le-service-et-lassistance"},"modified":"2023-08-29T04:12:52","modified_gmt":"2023-08-29T11:12:52","slug":"explore-how-generative-ai-can-be-used-to-improve-customer-service-and-support","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/fr-fr\/resources\/explore-how-generative-ai-can-be-used-to-improve-customer-service-and-support","title":{"rendered":"D\u00e9couvrez comment l&rsquo;IA g\u00e9n\u00e9rative peut \u00eatre utilis\u00e9e pour am\u00e9liorer le service et l&rsquo;assistance client"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_text=\u00a0\u00bbwhite\u00a0\u00bb m_background_color=\u00a0\u00bbbgc-navy\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_image%22%3A%22379373%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]Rapport Gartner<sup>\u00ae<\/sup><\/p>\n<h1>D\u00e9couvrez comment l&rsquo;IA g\u00e9n\u00e9rative peut am\u00e9liorer le service et l&rsquo;assistance client<\/h1>\n<p>L&rsquo;av\u00e8nement de l&rsquo;IA g\u00e9n\u00e9rative marque une avanc\u00e9e consid\u00e9rable dans le monde de l&rsquo;automatisation. Les responsables des applications du service client doivent s&rsquo;associer avec les fournisseurs de technologies pour \u00e9valuer et adopter les innovations de produits d&rsquo;IA g\u00e9n\u00e9rative qui offrent le plus de valeur \u00e0 court terme.[\/vc_column_text][vc_single_image][vc_single_image][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_hidden-xs\u00a0\u00bb]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Heureux de vous revoir,<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p 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value=\"Business Services\">Services commerciaux<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">\u00c9nergie et services publics<\/option><option value=\"Entertainment\">Divertissement<\/option><option value=\"Government\">Service public<\/option><option value=\"Insurance\">Assurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologies<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Autre<\/option>\n        <\/select>\n        <label for=\"fe221\">Industrie<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Recherches pr\u00e9liminaires<\/option><option value=\"Gathering business requirements\">\u00c9tablissement d\u2019un cahier des charges<\/option><option value=\"Comparing solutions\">Comparaison de solutions<\/option><option value=\"Ready for a conversation\">Pr\u00eat \u00e0 engager une discussion<\/option>\n        <\/select>\n        <label for=\"fe222\">Domaine d\u2019int\u00e9r\u00eat<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1 \u00e0 20<\/option><option value=\"21-50\">21 \u00e0 50<\/option><option value=\"51-100\">51 \u00e0 100<\/option><option value=\"101-300\">101 \u00e0 300<\/option><option value=\"301-500\">301 \u00e0 500<\/option><option value=\"501-1000\">501 \u00e0 1\u00a0000<\/option><option value=\">1000\">Plus de 1\u00a0000<\/option><option value=\"No Contact Center\">Pas un centre de contact<\/option><option value=\"Don't Know\">Ne sait pas<\/option>\n        <\/select>\n        <label for=\"fe225\">Nombre de postes agents<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Oui. Me tenir inform\u00e9 par e-mail ou par t\u00e9l\u00e9phone des informations relatives \u00e0 Genesys.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Je souhaite \u00eatre contact\u00e9 par un expert CX<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"T\u00e9l\u00e9charger\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"T\u00e9l\u00e9charger\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[vc_single_image][vc_single_image][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<div class=\"resource-highlights\">\n<h4 class=\"font-swb highlights-title text-navy\">D\u00e9couvrez comment la premi\u00e8re vague de fonctionnalit\u00e9s utilisant de grands mod\u00e8les de langage (LLM), un sous-ensemble de l&rsquo;IA g\u00e9n\u00e9rative, am\u00e9liorera\u00a0:<\/h4>\n<ul>\n<li class=\"highlights-item font-weight-regular\">\n<p class=\"p1\">La productivit\u00e9 des employ\u00e9s en r\u00e9duisant les temps de traitement moyens (<a href=\"https:\/\/www.genesys.com\/fr-fr\/definitions\/what-is-average-handling-time-aht\">AHT<\/a>)<\/p>\n<\/li>\n<li class=\"highlights-item font-weight-regular\">\n<p class=\"p1\">La qualit\u00e9 et la pr\u00e9cision des interactions en cr\u00e9ant du contenu de connaissances r\u00e9utilisable<\/p>\n<\/li>\n<li class=\"highlights-item font-weight-regular\">\n<p class=\"p1\">Le taux d&rsquo;endiguement en libre-service gr\u00e2ce \u00e0 de meilleurs agents virtuels conversationnels<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div class=\"resource-overview\">T\u00e9l\u00e9chargez ce rapport pour d\u00e9couvrir comment utiliser l&rsquo;IA g\u00e9n\u00e9rative afin d&rsquo;am\u00e9liorer le service et l&rsquo;assistance client.<\/div>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb482936&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb si_max_width=\u00a0\u00bb500px\u00a0\u00bb][\/vc_column][vc_column][vc_column_text]<\/p>\n<p class=\"text-12\">Gartner, \u00ab\u00a0How Can Generative AI Be Used to Improve Customer Service and Support?\u00a0\u00bb (Comment l&rsquo;IA g\u00e9n\u00e9rative peut \u00eatre utilis\u00e9e pour am\u00e9liorer le service et l&rsquo;assistance client\u00a0?),Pri\u00a0Rathnayake,24\u00a0mai\u00a02023<\/p>\n<p class=\"text-12\">GARTNER est une marque d\u00e9pos\u00e9e et une marque de service de Gartner,\u00a0Inc. et\/ou de ses filiales aux \u00c9tats-Unis et dans le monde entier et est utilis\u00e9e dans le pr\u00e9sent document avec autorisation. Tous droits r\u00e9serv\u00e9s.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section g_section_text=\u00a0\u00bbwhite\u00a0\u00bb m_background_color=\u00a0\u00bbbgc-navy\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_image%22%3A%22379373%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]Rapport Gartner\u00ae D\u00e9couvrez comment l&rsquo;IA g\u00e9n\u00e9rative peut am\u00e9liorer le service et l&rsquo;assistance client L&rsquo;av\u00e8nement de l&rsquo;IA g\u00e9n\u00e9rative marque une avanc\u00e9e consid\u00e9rable dans le monde de l&rsquo;automatisation. Les responsables des applications du service client doivent s&rsquo;associer avec les fournisseurs de technologies pour \u00e9valuer et adopter les innovations de produits d&rsquo;IA [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":482932,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-486523","resources","type-resources","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/486523","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/890"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/486523\/revisions"}],"predecessor-version":[{"id":489506,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/486523\/revisions\/489506"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/482932"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=486523"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=486523"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=486523"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=486523"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=486523"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=486523"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=486523"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=486523"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=486523"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=486523"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=486523"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}