Intégrer l'IA au support client pour générer de la valeur

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href="https://www.freshworks.com/fr/freshdesk/?source=fworks&medium=referral&campaign=fworks_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <img src="https://website-assets-fw.freshworks.com/attachments/ckrykhl5g0ckzhsg007olc6wq-fdesk.svg" class="icon" alt=""> <h2 class="nav-sub-item-text product-heading">Freshdesk</h2> <span class="desc">Une assistance et un service simplifiés pour le plaisir des clients et des agents</span> <span class="label">Freshdesk</span> </div> </a> </li> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="/fr/live-chat-software/?source=fworks&medium=referral&campaign=fworks_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshchat</h2> <span class="desc">Chat en direct et bots alimentés par l’IA sur tous les canaux de messagerie</span> <span class="label">Freshchat</span> </div> </a> </li> </ul> </div> <div class="nav-persona-product-column"> <ul class="persona-column-inner"> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/fr/freshservice/?source=fworks&medium=referral&campaign=fworks_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshservice</h2> <span class="desc">Gestion moderne et intuitive des services informatiques</span> <span class="label">Freshservice</span> </div> </a> </li> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="/fr/crm/sales/?source=fworks&medium=referral&campaign=fworks_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshsales</h2> <span class="desc">Générez des revenus grâce à un CRM facile à utiliser et alimenté par l’IA</span> <span class="label">Freshsales</span> </div> </a> </li> <li class="nav-sub-item nav-logo-tagline"> <a rel=" " href="https://www.freshworks.com/fr/crm/marketing/?source=fworks&medium=referral&campaign=fworks_product_nav" class="nav-sub-label" tabindex="-1"> <div class="persona-product-card"> <h2 class="nav-sub-item-text product-heading">Freshmarketer</h2> <span class="desc">Campagnes de marketing multicanal pour le commerce électronique</span> <span class="label">Freshmarketer</span> </div> </a> </li> </ul> </div> </div> <div class="bottom-pane"> <a rel=" " href="https://www.freshworks.com/fr/products/" tabindex="-1"> <div class="nav-sub-item nav-logo-tagline bottom-pane-link fworks-bg align-center"> <span class="forward--link forward--link--label"> Voir tous les produits <span class="forward--link--icon" aria-hidden="true"></span> </span> </div> </a> </div> </div> </li> <li class="nav-main-item card-nav has-sub-menu " > <a id="platform_menu" role="button" aria-haspopup="true" aria-expanded="false" class="nav-label" href="#">Plateforme</a> <i class="icon-arrow-down nav-sub-toggle" aria-hidden="true"></i> <div class="l-hav-list has-platform-menu nav-sub-menu"> <div class="platform-card"> <div class="row"> <div class="col-md-4"> <div class="card-width"> <div class="nav-main-item-list"> <div class="platform-nav-main-item"> <img src="https://website-assets-fw.freshworks.com/attachments/cksboasca00pdqcg0pkvyos74-features-icon.svg" class="icon" alt=""> <h2 class="nav-main-item-title">Notre plateforme</h2> </div> <ul class="nav-main-item-list"> <li class="nav-main-item-link"> <a rel=" " href="/fr/platform/" class="sub-nav-link" tabindex="-1"> Aperçu </a> </li> <li class="nav-main-item-link"> <a rel=" " href="/freddy-ai/" class="sub-nav-link" tabindex="-1"> Capacités de l’IA </a> </li> <li class="nav-main-item-link"> <a rel=" " href="https://www.freshworks.com/freshservice/product-updates/" class="sub-nav-link" tabindex="-1"> Dernières innovations </a> </li> </ul> </div> </div> </div> <div class="col-md-4"> <div class="card-width"> <div class="nav-main-item-list"> <div class="platform-nav-main-item"> <img src="https://website-assets-fw.freshworks.com/attachments/cksbobfoz00pgqcg0q9ch9jr9-freddy-icon.svg" class="icon" alt=""> <h2 class="nav-main-item-title">IA Freddy</h2> </div> <ul class="nav-main-item-list"> <li class="nav-main-item-link"> <a rel=" " href="/apps/" class="sub-nav-link" tabindex="-1"> Place de marché des applications </a> </li> <li class="nav-main-item-link"> <a rel=" " href="https://developers.freshworks.com" class="sub-nav-link" tabindex="-1"> Développeurs </a> </li> <li class="nav-main-item-link"> <a rel=" " href="/platform/technology-alliances/" class="sub-nav-link" tabindex="-1"> Alliances techniques </a> </li> </ul> </div> </div> <div class="card-width"> <div class="nav-main-item-list"> <a rel=" " href="/fr/platform/" tabindex="-1"> <img src="https://website-assets-fw.freshworks.com/attachments/ckgqmja1d0h2b6wg1n14vypim-neo.svg" class="feature-product-logo" alt=""> <div><p class="nav-title">L’IA Freddy s’allie à GPT</p> <p class="feature-product-description">La puissance conjuguée de l’IA et des modèles GPT décuple les capacités de la suite Freshworks</p> </div> </a> </div> </div> </div> <div class="col-md-4"> </div> </div> </div> </div> </li> <li class="nav-main-item caps-heading-12 has-sub-menu " > <a aria-haspopup="true" role="button" aria-expanded="false" class="nav-label" href="#">Société</a> <i class="icon-arrow-down nav-sub-toggle" aria-hidden="true"></i> <ul class="l-nav-list nav-sub-menu"> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/company/about/" rel=" " > <span class="label"> À propos </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/entreprise/leadership/" rel=" " > <span class="label"> Comité de direction </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/company/board/" rel=" " > <span class="label"> Conseil d'administration </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/company/affiliate-partner/" rel=" " > <span class="label"> Affiliés </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/company/partners/" rel=" " > <span class="label"> Partenaires </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/company/life-at-freshworks/" rel=" " > <span class="label"> La vie chez Freshworks </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/newsroom/press-releases/" rel=" " > <span class="label"> Presse </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://ir.freshworks.com/" rel=" " > <span class="label"> Investisseurs </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/contact/" rel=" " > <span class="label"> Contactez-nous </span> </a> </li> </ul> </li> <li class="nav-main-item caps-heading-12 has-sub-menu " > <a aria-haspopup="true" role="button" aria-expanded="false" class="nav-label" href="#">Ressources</a> <i class="icon-arrow-down nav-sub-toggle" aria-hidden="true"></i> <ul class="l-nav-list nav-sub-menu"> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/blogs/" rel=" " > <span class="label"> Blogs </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/academy/" rel=" " > <span class="label"> Académie </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/resources/videos/" rel=" " > <span class="label"> Vidéos </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="https://www.freshworks.com/fr/resources/videos/amazing-customer-stories/" rel=" " > <span class="label"> Témoignages clients </span> </a> </li> </ul> </li> <li class="nav-main-item caps-heading-12 " > <a class="nav-label" href="/fr/customers/" rel=" noopener" target="blank" >Clients</a> </li> <li class="nav-main-item caps-heading-12 has-sub-menu " > <a aria-haspopup="true" role="button" aria-expanded="false" class="nav-label" href="#">Support</a> <i class="icon-arrow-down nav-sub-toggle" aria-hidden="true"></i> <ul class="l-nav-list nav-sub-menu"> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/fr/support/" rel=" " > <span class="label"> Aide & Support </span> </a> </li> <li class="nav-sub-item"> <a tabindex="-1" class="nav-sub-label" href="/onboarding/" rel=" " > <span class="label"> Services </span> </a> </li> </ul> </li> <li class="language-selector nav-main-item caps-heading-12 has-sub-menu hide-in-mobile-and-tablet"> <a class = "fw-flag-globe" href="#" title="Globe icon" role="button" aria-label="language selector" aria-haspopup="true" aria-expanded="false"></a> <div class= "language-selector-card--v2"> <ul class="row navigation-language-selector"> <li class="nav-sub-item active nav-lang-option"> <a aria-current="page" class="nav-sub-label" tabindex="-1" lang="fr"> Français </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/resources/ai-in-cust-service/" lang="en-us" tabindex="-1"> English </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/de/resources/ai-in-cust-service/" lang="de-de" tabindex="-1"> Deutsch </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/nl/resources/ai-in-cust-service/" lang="nl" tabindex="-1"> Nederlands </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/se/" lang="sv-SE" tabindex="-1"> Svenska </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/es/" lang="es" tabindex="-1"> Español (España) </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/latam/" lang="es-latam" tabindex="-1"> Español (América Latina) </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/br/" lang="pt-br" tabindex="-1"> Português (Brasil) </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/jp/" lang="ja" tabindex="-1"> 日本語 </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/ko/" lang="ko" tabindex="-1"> 한국어 </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/cn/" lang="zh-CN" tabindex="-1"> 简体中文 </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/th/" lang="th" tabindex="-1"> ภาษาไทย </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/pl/" lang="pl" tabindex="-1"> Polski </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/hk/" lang="zh-HK" tabindex="-1"> 繁體中文 </a> </li> <li class="nav-sub-item nav-lang-option"> <a class="nav-sub-label" href="https://www.freshworks.com/tr/" lang="tr" tabindex="-1"> Türkçe </a> </li> </ul> </div> </li> <li class="nav-main-item caps-heading-12 lang-selector fworks-language-selector hide-in-desktop"> <form id="lang-switch" action=""> <label for="language-selector-mobile" class="sr-only">Language:</label> <select id="language-selector-mobile" class="lang-options"> <option value="Français" lang="fr" data-link=" "> Français </option> <option value="English" lang="en-us" data-link=" /resources/ai-in-cust-service"> English </option> <option value="Deutsch" lang="de-de" data-link=" /de/resources/ai-in-cust-service"> Deutsch </option> <option value="Nederlands" lang="nl" data-link=" /nl/resources/ai-in-cust-service"> Nederlands </option> <option 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tabindex="-1" href="https://www.freshworks.com/"> <img class="logo logo-fworks " src="/static-assets/images/common/company/logos/logo-fworks-white.svg" alt="Freshworks" /> </a> </span> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > <a class="nav-label" href="/fr/freshservice/demo-request/" target="blank" rel=" noopener" >Démo</a> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > <a class="nav-label" href="/fr/freshservice/pricing/" rel=" " >Tarifs</a> </li> <li class="nav-main-item caps-heading-12 " > <a class="nav-label" href="https://login.freshworks.com/email-login" rel=" " >Connexion</a> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > </li> <li class="nav-main-item caps-heading-12 lang-selector fworks-language-selector hide-in-desktop"> <form id="lang-switch" action=""> <label for="language-selector-mobile" class="sr-only">Language:</label> <select id="language-selector-mobile" class="lang-options"> <option value="Français" lang="fr" data-link=" "> Français </option> <option value="English" lang="en-us" data-link=" /resources/ai-in-cust-service"> English </option> <option value="Deutsch" lang="de-de" data-link=" /de/resources/ai-in-cust-service"> Deutsch </option> <option value="Nederlands" lang="nl" data-link=" /nl/resources/ai-in-cust-service"> Nederlands </option> <option value="Svenska" lang="sv-SE" data-link=" /se"> Svenska </option> <option value="Español (España)" lang="es" data-link=" /es"> Español (España) </option> <option value="Español (América Latina)" lang="es-latam" data-link=" /latam"> Español (América Latina) </option> <option value="Português (Brasil)" lang="pt-br" data-link=" /br"> Português (Brasil) </option> <option value="日本語" lang="ja" data-link=" /jp"> 日本語 </option> <option value="한국어" lang="ko" data-link=" /ko"> 한국어 </option> <option value="简体中文" lang="zh-CN" data-link=" /cn"> 简体中文 </option> <option value="ภาษาไทย" lang="th" data-link=" /th"> ภาษาไทย </option> <option value="Polski" lang="pl" data-link=" /pl"> Polski </option> <option value="繁體中文" lang="zh-HK" data-link=" /hk"> 繁體中文 </option> <option value="Türkçe" lang="tr" data-link=" /tr"> Türkçe </option> </select> </form>  </li> </ul> </div> </div> <script type="text/javascript"> FW.onLoad(function () { if (window.innerWidth <= 960) { FW.$('.nav-label:not(.nav-secondary-item .nav-label), .hide-in-mobile a, .lang-selector select, .nav-secondary-item .nav-sub-label').attr('tabindex', -1); }; }); </script> </nav> <script type="text/javascript"> // Activate the navigation elements FW.onLoad(function () { FW.navigation.navLoader(); }); </script> </header> <a class="main__anchor" id="main-content"></a> <section class="first-fold l-section-home next-gen-theme-v1 banner-right-image-home image-wrap-no-padding banner-vertical-alignment " > <div class="l-page container l-home "> <div class="row grid-align-bottom banner-vertical-alignment"> <div class="col-md-6 font-color-light mobile-center-desktop-left-align pb-lg banner-text-content small-banner"> <p><span class="athens-gray-text banner-cta-pill">Guide</span></p> <h1>L'IA en pratique : tout ce qu'il faut savoir sur l’utilisation de l’IA générative au sein du support client</h1> <div class="mt-md"> <a title="Téléchargez le guide" class="button button--solid in-page-scroll" rel="" role="button" tabindex="0" target="_self" data-scroll-to="register">Téléchargez le guide</a> </div> </div> <div class="col-md-6 mt-md md-mt-0 image-align-bottom"> <div class="lazy-image-wrapper loaded " style=""> <img class="original-image fadeIn " alt="Ebook Cover" title="" src="https://website-assets-fw.freshworks.com/attachments/clki8vuuy01z1lnfnhhll0pa5-book-mockup-new.one-half.png" srcset="" fetchpriority="high" /> </div> </div> </div> </div> </section> <section id="86628259554900" class="section-bucket section-text-media l-section section-light-grey "> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">Toute la puissance de l'IA pour le support client</h2> </div> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row banner-vertical-alignment"> <div id="feature-content-38116434204156" class=" feature-screenshot-right__content col-md-6"> <p><span class="mb-md pre-text product-pre-text">Opportunité n° 1</span></p> <h3 class="feature-heading">Proposez des résolutions plus rapides avec l'automatisation du libre-service</h3> <p>Réduisez les temps d'attente de vos clients et la charge de travail de vos agents en optimisant votre libre-service à l'aide de chatbots basés sur l'IA. Appuyez-vous sur des chatbots intelligents pour automatiser les résolutions : grâce à des recommandations basées sur les interactions passées, vous optimisez votre taux de réacheminement des tickets.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.one-sixth.png 2x" alt="Opportunity Benefit image" /> <img class="original-image fadeIn " alt="Opportunity Benefit image" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-38116434204156'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="72767738026158" class="section-bucket section-text-media l-section "> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row banner-vertical-alignment flex-row-reverse"> <div id="feature-content-34651303821980" class=" feature-screenshot-left__content col-md-6"> <p><span class="mb-md pre-text product-pre-text">Opportunité n° 2</span></p> <h3 class="feature-heading">Aidez les agents à assurer un support de qualité avec l'IA générative </h3> <p>En suggérant des informations contextuelles et des conseils en temps réel, l'IA devient un véritable assistant personnel pour vos agents. L'IA générative reformule, synthétise et optimise la qualité des réponses. Les agents peuvent ainsi traiter davantage de demandes, avec plus d'efficacité et plus de rapidité.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.one-sixth.png 2x" alt="Help agents provide high-quality support" /> <img class="original-image fadeIn " alt="Help agents provide high-quality support" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-34651303821980'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="171523953918900" class="section-bucket section-text-media l-section section-light-grey "> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row banner-vertical-alignment"> <div id="feature-content-74500303217300" class=" feature-screenshot-right__content col-md-6"> <p> <span class="mb-md pre-text product-pre-text">Opportunité n° 3</span></p> <h3 class="feature-heading">Optimisez vos opérations en prenant des décisions basées sur les données</h3> <p>Faites remonter informations et tendances stratégiques sans passer des heures à créer des rapports ou faire des calculs. L'IA analyse les données de support et vous indique les meilleures mesures à prendre pour améliorer les performances de votre équipe et ainsi proposer une expérience client exceptionnelle.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.one-sixth.png 2x" alt="Optimize operations with data-backed decisions" /> <img class="original-image fadeIn " alt="Optimize operations with data-backed decisions" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-74500303217300'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="" data-scroll-target="" class="homepage-roi pt-xl"> <div class="container"> <div class="l-section-heading align-center "> <h2 class="align-center">IA : des résultats concrets pour les entreprises</h2> </div> <div class="l-page l-grid"> <div class="row"> <div class="col-sm-4 accolade-margin"> <div class="accolade-card"> <div class="align-center accolade-content"> <p class="h0-56">34 %</p> <p>de réduction du temps de traitement moyen grâce à l'amélioration de la vitesse et de la qualité par l'IA</p> </div> </div> </div> <div class="col-sm-4 accolade-margin"> <div class="accolade-card"> <div class="align-center accolade-content"> <p class="h0-56">56 %</p> <p>de temps économisé avec la synthèse des conversations proposée par l'IA</p> </div> </div> </div> <div class="col-sm-4 accolade-margin"> <div class="accolade-card"> <div class="align-center accolade-content"> <p class="h0-56">61 %</p> <p>de réduction du temps d'administration grâce à l'utilisation de l'IA pour générer des contenus de solutions et des variantes de bots</p> </div> </div> </div> </div> </div> <div class="button-section l-page align-center"> </div> </div> </section> <section class=" " data-scroll-target="" id =""> <div class="l-page container "> <p class="align-center"><em><strong>Source :</strong> lancement en bêta du moteur d'IA native de Freshworks, Freddy AI, amélioré par l'IA générative</em></p> </div> </section> <section data-text-list="[]" id="register" data-scroll-target="#register" class="l-section l-section-home section-banner-cta-home align-center section-light-grey " > <div class="container l-banner " data-scroll-target="register"> <h2 class="align-center">Découvrez comment mettre la puissance de l'IA au service de votre support client</h2> <div class="pt-sm pb-sm p-relative"> <div class="form-wrapper animate-form-wrapper form-white-bg "> <div class="align-center" data-form-heading> </div> <form class="generic-form form-field-container" title="Formulaire IA Freshworks pour le service client" id="form-131674954523752" data-target="" data-tracking="freshmarketer" data-functionality="navigate_url" data-gatarget="" data-open-url="https://www.freshworks.com/assets/resources/Playbook_Future_of_Customer_Service_Turning_AI_Hype_Into_Reality-French.pdf" data-is-new-tab="false" > <input type="hidden" class="custom-inputs type-freshmarketer" name="Marketing Campaign" data-custom-db-value="IMT_Content_French_AIinCXPlaybook_LP_FreshworksCustomerServiceSuite_06Oct2023" data-custom-value="IMT_Content_French_AIinCXPlaybook_LP_FreshworksCustomerServiceSuite_06Oct2023" data-custom-type="static" aria-label="Marketing Campaign" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Source" data-custom-db-value="Content" data-custom-value="Content" data-custom-type="static" aria-label="Source" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Engagement Status" data-custom-db-value="Content - Downloaded/External List buy" data-custom-value="Content - Downloaded/External List buy" data-custom-type="static" aria-label="Engagement Status" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Product" data-custom-db-value="Freshworks Customer Service Suite" data-custom-value="Freshworks 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<div class="name-field"> <div class="form-field"> <i class="icon-user" aria-hidden="true"></i> <input type="text" title="Prénom" name="first-name" class="first-name-form" placeholder=" " data-disable-prefill="false" data-name-validate="Name contains invalid characters" id="first-name-0-131674954523752" aria-labelledby="first-name-0-131674954523752-label" aria-invalid="false" aria-errormessage="first-name-err-0-131674954523752" autocomplete="given-name" data-html-injection-validate /> <label id="first-name-0-131674954523752-label" class="form-placeholder" for="first-name-0-131674954523752">Prénom</label> <div id="first-name-err-0-131674954523752" class="error-wrapper" role="alert"></div> </div> </div> <div class="name-field"> <div class="form-field"> <input type="text" title="Nom" name="last-name" class="last-name-form" placeholder=" " data-disable-prefill="false" data-name-validate="Name contains invalid characters" id="last-name-0-131674954523752" 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<label id="email-1-131674954523752-label" class="form-placeholder" for="email-1-131674954523752">Adresse e-mail</label> <div id="email-err-1-131674954523752" class="error-wrapper" role="alert"></div> </div> <div class="form-field"> <i class="icon-company" aria-hidden="true"></i> <input type="text" title="Nom de l’entreprise" name="company" class="company-form" data-company-min-length="Le nom de l’entreprise doit contenir au moins 3 caractères" required data-company-required="Ce champ est obligatoire" id="company-2-131674954523752" placeholder=" " aria-labelledby="company-2-131674954523752-label" aria-invalid="false" aria-errormessage="company-err-2-131674954523752" data-html-injection-validate > <label id="company-2-131674954523752-label" class="form-placeholder" for="company-2-131674954523752">Nom de l’entreprise</label> <div id="company-err-2-131674954523752" class="error-wrapper" role="alert"></div> </div> <div class="form-field field-dropdown fworks-custom-dropdown" > <i class="icon-job-title" aria-hidden="true"></i> <select title="Poste" name="query-job-level" id="job-29453608248751" class="job-level-form" required data-joblevel-required="Ce champ est obligatoire" aria-invalid="false" aria-errormessage="job-29453608248751-err" aria-labelledby="job-29453608248751-label"> <option value=""></option> </select> <i class="icon-arrow-down" aria-hidden="true"></i> <label id="job-29453608248751-label" class="form-placeholder" for="job-29453608248751">Poste</label> <div id="job-29453608248751-err" class="error-wrapper" role="alert"></div> </div> <script type="text/javascript"> FW.onLoad(function () { var configuredVal = ''; if (!configuredVal) { FW.$.getJSON('/static-assets/js/data/department-job-level.json', function (jobList) { FW.Utils.FormUtilities.initDeptJobDropdown(FW.$('#job-29453608248751'), jobList['job']); }); } }); </script> <div class="form-field field-dropdown fworks-custom-dropdown"> <i class="icon-desk" aria-hidden="true"></i> <select title="Service" name="query-department" id="department-34651303822060" class="department-form" required data-department-required="Ce champ est obligatoire" aria-invalid="false" aria-errormessage="department-34651303822060-err" aria-labelledby="department-34651303822060-label"> <option value=""></option> </select> <i class="icon-arrow-down" aria-hidden="true"></i> <label id="department-34651303822060-label" class="form-placeholder" for="department-34651303822060">Service</label> <div id="department-34651303822060-err" class="error-wrapper" role="alert"></div> </div> <script type="text/javascript"> FW.onLoad(function () { var configuredVal = ''; if (!configuredVal) { FW.$.getJSON('/static-assets/js/data/department-job-level.json', function (departmentList) { FW.Utils.FormUtilities.initDeptJobDropdown(FW.$('#department-34651303822060'), departmentList['department']); }); } }); </script> </fieldset> <fieldset role="none"> <input type="submit" aria-label="TÉLÉCHARGEZ LE GUIDE" value="TÉLÉCHARGEZ LE GUIDE" class="button button--solid button--block" /> <div class="copy_write-text align-center "> <p>En cliquant sur TÉLÉCHARGEZ LE GUIDE, j'accepte les <a href="http://www.freshworks.com/terms/">Conditions d'utilisation</a> et la <a href="http://www.freshworks.com/privacy/">Politique de confidentialité</a> de Freshworks.</p> </div> <div class="eu-extra-info "> <div class="gdpr form-field"> <div class="checkbox-wrapper"> <label class="checkbox-control cb col-sm-12 promotional-offers"> <input type="checkbox" class="cb-type" name="send_promotions" value="true" required data-gdpr-consent-error="Veuillez lire et cocher la case ci-dessus" aria-invalid="false" aria-errormessage="send_promotions-err-43314129777575" > <div class="checkbox-control-indicator" aria-hidden="true"></div> <span>En cliquant sur TÉLÉCHARGEZ LE GUIDE, j'accepte les Conditions d'utilisation et la Politique de confidentialité de Freshworks. </span> </label> <div id="send_promotions-err-43314129777575" class="error-wrapper" role="alert"></div> </div> </div> <div class="signup-terms"> En cliquant sur TÉLÉCHARGEZ LE GUIDE, j'accepte les <a href="http://www.freshworks.com/terms/">Conditions d'utilisation</a> et la <a href="http://www.freshworks.com/privacy/">Politique de confidentialité</a> de Freshworks. </div> </div> </fieldset> </form> </div> <script type="text/javascript"> FW.onLoad(function () { FW.Utils.FormUtilities.validation('generic-form', 'form-field', FW.Submit.genericForm); }); window.addEventListener('load', function (e) { }); </script> </div> </div> </section> <section id="" class="l-section casestudy-resource-section " data-scroll-target="" > <div id="" class="l-page container align-center "> <div class="l-section-heading align-center"> <h2 class="align-center">Ressources supplémentaires sur le déploiement de l'IA dans le support client</h2> </div> <div class="row" id="resource-card-row-31186173439872"> <a class="card-item " href="https://www.freshworks.com/live-chat-software/resources/maturity-assessment/" rel=" " data-filter="card-item" aria-label=""> <div class="card-box col-sm-4 col-md-4 resource-casestudy"> <div class="resource-box"> <span class="tag tag-new">Quiz</span> <div class="resource-box-left"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image resources-box-image" data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.one-sixth.png 2x" alt="Know your CX maturity" /> <img class="original-image fadeIn resources-box-image " alt="Know your CX maturity" title="" src="" srcset="" /> </div> </div> <div class="resource-box-right "> <h5 class="resource-heading-dark">Déterminez le degré de maturité de votre expérience client</h5> <p>Faites ce test rapide conçu par Forrester pour déterminer le degré de maturité de votre expérience client et recevoir des recommandations sur mesure pour l'améliorer.</p> </div> </div> </div> </a> <a class="card-item " href="https://www.freshworks.com/live-chat-software/resources/cx-personalization-guide/" rel=" " data-filter="card-item" aria-label=""> <div class="card-box col-sm-4 col-md-4 resource-casestudy"> <div class="resource-box"> <span class="tag tag-new">Guide</span> <div class="resource-box-left"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image resources-box-image" data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.one-sixth.png 2x" alt="5 Steps to delivering personalization in CX" /> <img class="original-image fadeIn resources-box-image " alt="5 Steps to delivering personalization in CX" title="" src="" srcset="" /> </div> </div> <div class="resource-box-right "> <h5 class="resource-heading-dark">Personnalisez l'expérience client en 5 étapes</h5> <p>Découvrez comment proposer des expériences véritablement proactives et personnalisées à l'aide de chatbots basés sur l'IA et de l'automatisation intelligente.</p> </div> </div> </div> </a> </div> </div> </section> <section data-text-list="[]" class="l-section l-section-home section-banner-cta-home align-center section-dark-banner " > <div class="container l-banner "> <h2 class="align-center">Des logiciels conçus pour aujourd'hui, prêts à évoluer demain</h2> <p class="sub-text">En savoir plus sur les solutions de service client et de support de Freshworks.</p> <div class="align-center pt-md pb-xs"> <a title="En savoir plus" class="button button--white " rel="" role="button" target="_self" href="https://www.freshworks.com/fr/customer-service-solutions/"> En savoir plus</a> </div> </div> </section> <section class="l-section faq-section" data-scroll-target="" id =""> <div class="l-page container"> <div class="l-section-heading"> <h2 class="align-center">FAQ sur le déploiement de l'IA au sein du support client</h2> </div> <div class="row"> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-97023650702440" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-97023650702440"> <h3 class="accordion-heading fs-l">Quel est l'impact de l'IA sur le support client ?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-97023650702440" role="region" aria-hidden="true" aria-labelledby="accordion-header-97023650702440"> <div class="accordion-text "> <p>L'IA a un impact important sur le support client. Avec l'IA, il devient possible de proposer un service client personnalisé à grande échelle, tout en améliorant les temps de réponse et la disponibilité des canaux. L'intégration de l'automatisation basée sur l'IA dans vos processus de support libère du temps pour les agents, qui peuvent ainsi se consacrer à des tâches plus complexes et à plus forte valeur ajoutée. Grâce à un accès à de nombreuses données, l'IA est capable de réaliser des analyses avancées pour mieux comprendre les préférences et besoins de vos clients.</p> </div> </div> </div> </div> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-32918738631204" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-32918738631204"> <h3 class="accordion-heading fs-l">Pouvez-vous donner un exemple d'IA dans le service client ?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-32918738631204" role="region" aria-hidden="true" aria-labelledby="accordion-header-32918738631204"> <div class="accordion-text "> <p>Les chatbots constituent le parfait exemple de l'utilisation de l'IA dans le service client. Les chatbots basés sur l'IA sont en mesure d'interagir avec les clients en temps réel, jour et nuit. Les algorithmes de traitement du langage naturel leur permettent d'apprendre à partir des interactions précédentes, d'améliorer leur compréhension des questions et de répondre avec précision.</p> </div> </div> </div> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-62372346880176" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-62372346880176"> <h3 class="accordion-heading fs-l">Comment s'annonce l'avenir de l'IA au sein du support client ?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-62372346880176" role="region" aria-hidden="true" aria-labelledby="accordion-header-62372346880176"> <div class="accordion-text "> <p>Avec les avancées incroyables réalisées dans l'IA générative et l'analyse prédictive, l'IA continuera d'améliorer le service client, qui sera toujours plus personnalisé et plus empathique grâce aux informations issues des données client. Les chatbots pourront formuler des réponses toujours plus proches de celles des humains sur tous les canaux et maîtriser à la perfection le contexte, les émotions et les intentions.</p> </div> </div> </div> </div> </div>  </div> </section> <script type="text/javascript" defer> window.socTrack = { siteid: "www.freshworks.com", isFormTrackingEnabled: false, isApiModeEnabled: true }; (function(i, s, o, g) { var a = s.createElement(o); a.src = g; var m = s.getElementsByTagName('head')[0]; m.appendChild(a); })(window, document, 'script', (/^http:/.test(document.location) ? 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Intégrer l'IA au support client pour générer de la valeur | Freshworks