{"id":23193,"date":"2025-02-10T17:51:11","date_gmt":"2025-02-10T17:51:11","guid":{"rendered":"https:\/\/www.calabrio.com\/rapport-gartner-les-chatbots-dia-generative-pour-ameliorer-le-cx-et-la-productivite\/"},"modified":"2025-09-02T06:06:59","modified_gmt":"2025-09-02T06:06:59","slug":"rapport-gartner-les-chatbots-dia-generative-pour-ameliorer-le-cx-et-la-productivite","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/rapport-gartner-les-chatbots-dia-generative-pour-ameliorer-le-cx-et-la-productivite\/","title":{"rendered":"Rapport Gartner : Les Chatbots d&rsquo;IA g\u00e9n\u00e9rative pour am\u00e9liorer le CX et la productivit\u00e9"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_3e5a9d6e5a9283ab94d4e2ad93ae2159\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div\n\t\tclass=\"hero-with-form__left w-full lg:w-1\/2\"\n\t\tstyle=\"background-color: #D2F3FA\"\n\t>\n\t\t\t\t\t<div class=\"p-l\/xxl md:px-c\/xxl md:py-0 lg:p-c\/xxl lg:my-l\/m\">\n\t\t\t\t<div class=\"flex flex-col gap-c\/l md:py-l\/m\">\n\t\t\t\t\t\t\t\t\t\t\t<h1 >\n\t\t\t\t\t\t\t\n<p class=\"eyebrow lint-ignore flex items-center justify-center py-c\/s gap-c\/s subhead-small text-text-highlight-aaa\" >\n\t<span class=\"eyebrow__icon icon icon text-icon-highlight [&amp;_svg]:w-[var(--Base-Grid-Grid-24)] [&amp;_svg]:h-[var(--Base-Grid-Grid-24)] flex items-center rounded-full bg-background-secondary\"\n\taria-hidden=\"true\">\n\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\n\t<span class=\"eyebrow__content\">Insights Report<\/span>\n<\/p>\n\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #080F21\"\n\t\t\t\t\tclass=\"heading-medium text-center\">\n\t\t\t\t\t\tInnovation Insight\t\t\t\t<\/h2>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"wysiwyg text-center\">\n\t\t\t\t\t\t<p>Chatbot d&rsquo;IA g\u00e9n\u00e9rative pour am\u00e9liorer le CX et la productivit\u00e9 des agents<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\n\t\t\t<div\n\t\t\tclass=\"w-full lg:w-1\/2 flex items-center hero-with-form__right\"\n\t\t\tstyle=\"\"\n\t\t>\n\t\t\t<iframe src=\"https:\/\/marketing.calabrio.com\/l\/1043281\/2025-04-09\/5b78vj\" width=\"100%\" height=\"700\" type=\"text\/html\" frameborder=\"0\" allowtransparency=\"true\" style=\"border: 0\"><\/iframe>\n\n<!-- New Iframe -->\n<!-- <iframe src=\"https:\/\/marketing.calabrio.com\/l\/1043281\/2025-04-09\/5b78vj\" width=\"100%\" height=\"700\" type=\"text\/html\" frameborder=\"0\" allowTransparency=\"true\" style=\"border: 0\"><\/iframe> -->\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_3e5a9d6e5a9283ab94d4e2ad93ae2159\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_7a6b5044f3db8fe53781b7ba913c44db\"\n\tstyle=\"\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-large text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tD\u00e9couvrez les r\u00e9flexions de Gartner sur la transformation du service client gr\u00e2ce \u00e0 des technologies d&rsquo;IA de pointe.  \t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg--large text-navy-40\"\n\t\t\t\tstyle=\"color: #344679\"\n\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\t<p>Les attentes en mati\u00e8re d&rsquo;IA conversationnelle sont red\u00e9finies avec l&rsquo;application de la technologie GenAI. Les responsables du service client et de l&rsquo;assistance charg\u00e9s d&rsquo;am\u00e9liorer le CX et la productivit\u00e9 des agents doivent comprendre comment tirer parti de la GenAI pour augmenter la proposition de valeur de la plateforme d&rsquo;IA conversationnelle.  <\/p>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_7a6b5044f3db8fe53781b7ba913c44db\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\tpadding-top: 80px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_7a6b5044f3db8fe53781b7ba913c44db\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\tpadding-top: 80px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n<section\n\tclass=\"container text-image-with-cards flex flex-col gap-l\/xxl md:gap-0\"\n\tid=\"\"\n\tdata-theme-block-id=\"block_c600522fe008bdc7c92d016a803ac8de\"\n\tdata-aos=\"fade-up\"\n>\n\t<div style=\"background-color: #FFFFFF\" class=\"z-[1] flex flex-col-reverse gap-l\/m md:flex-row md:gap-0 py-c\/xxl\">\n\t\t\t\t\t<div class=\"flex items-center md:pt-l\/m md:pr-l\/m md:pb-l\/m w-full md:w-[51%]\">\n\t\t\t\t<div class=\"flex flex-col md:pb-l\/xs gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"text-image-with-cards__description wysiwyg overflow-ellipsis md:line-clamp-none\"><h3><strong>Principales conclusions :  <\/strong><\/h3>\n<p>&nbsp;<\/p>\n<ul role=\"list\">\n<li role=\"listitem\" data-aria-level=\"1\" data-aria-posinset=\"1\" data-font=\"Symbol\" data-leveltext=\"\uf0b7\" data-listid=\"2\">L&rsquo;IA g\u00e9n\u00e9rative (GenAI) red\u00e9finit les cas d&rsquo;utilisation et les m\u00e9thodes d&rsquo;adoption de l&rsquo;IA conversationnelle traditionnelle, ce qui oblige les responsables des services et de l&rsquo;assistance \u00e0 \u00e9valuer les initiatives d&rsquo;IA conversationnelle (CAI) en combinaison avec les initiatives GenAI \u00e0 l&rsquo;\u00e9chelle de l&rsquo;entreprise.<\/li>\n<\/ul>\n<ul role=\"list\">\n<li role=\"listitem\" data-aria-level=\"1\" data-aria-posinset=\"2\" data-font=\"Symbol\" data-leveltext=\"\uf0b7\" data-listid=\"2\">Les fournisseurs investissent dans la technologie GenAI pour permettre et \u00e9tendre les applications de l&rsquo;IAO dans l&rsquo;entreprise afin d&rsquo;am\u00e9liorer la proposition de valeur de la plateforme IAO.<\/li>\n<\/ul>\n<ul role=\"list\">\n<li role=\"listitem\" data-aria-level=\"1\" data-aria-posinset=\"3\" data-font=\"Symbol\" data-leveltext=\"\uf0b7\" data-listid=\"2\">Les responsables des services et de l&rsquo;assistance sont press\u00e9s par d&rsquo;autres responsables au sein de l&rsquo;entreprise d&rsquo;adopter la technologie GenAI en \u00e9volution, et ils ont du mal \u00e0 d\u00e9cider de la meilleure approche pour adopter la technologie d&rsquo;IA conversationnelle pour les chatbots et les assistants virtuels.<\/li>\n<\/ul>\n<p>Ne manquez pas ce rapport essentiel sur l&rsquo;avenir du service \u00e0 la client\u00e8le. Remplissez le formulaire pour t\u00e9l\u00e9charger votre exemplaire du rapport Gartner et faites entrer votre organisation dans l&rsquo;\u00e8re de l&rsquo;IA.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"relative w-full md:w-[49%] aspect-square\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tz-[2] w-full h-full image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/3.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/3.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/3.svg\" alt=\"\" ><\/div>\n\t\t\t\t<div class=\"z-[3] hidden xl:block absolute w-[calc(100%\/588*257)] aspect-[257\/664] -top-[calc(100%\/49*3)] left-[calc(100%\/49*18)]\" aria-hidden=\"true\">\n\t\t\t\t\t<svg class=\"w-full h-full\" viewBox=\"0 0 257 664\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<rect x=\"193\" y=\"664\" width=\"32\" height=\"168\" rx=\"4.27443\" transform=\"rotate(-180 193 664)\" fill=\"#D2F3FA\"\/>\n<rect x=\"257\" y=\"632\" width=\"32\" height=\"55\" rx=\"4.27443\" transform=\"rotate(-180 257 632)\" fill=\"#3A7683\"\/>\n<rect width=\"32\" height=\"108.669\" rx=\"4.27443\" transform=\"matrix(-1 4.26491e-08 -4.37114e-08 1 32.0001 0)\" fill=\"#6D92FE\"\/>\n<\/svg>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"hidden xl:block absolute w-[calc(100%\/588*102)] aspect-[102\/743] -top-[calc(100%\/6)] right-[calc(100%\/294*31)]\" aria-hidden=\"true\">\n\t\t\t\t\t<svg class=\"w-full h-full\" viewBox=\"0 0 103 744\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<rect width=\"32\" height=\"189\" rx=\"4.27443\" transform=\"matrix(-1 4.26491e-08 -4.37114e-08 1 78.5898 554.328)\" fill=\"#B8CAF9\"\/>\n<rect x=\"102.5\" y=\"287.777\" width=\"32\" height=\"287.448\" rx=\"4.27443\" transform=\"rotate(-180 102.5 287.777)\" fill=\"#6D92FE\"\/>\n<rect x=\"32.5\" y=\"234.33\" width=\"32\" height=\"194\" rx=\"4.27443\" transform=\"rotate(-180 32.5 234.33)\" fill=\"#8DDAEB\"\/>\n<\/svg>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_c600522fe008bdc7c92d016a803ac8de\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\tpadding-top: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\tpadding-top: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 96px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_67188cc99173bd286ce4876932ffc890\"\n\tstyle=\"background-color: #0a132b\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"background-color: #0a132b\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #eef0f6\"\n\t\t\tclass=\"heading-large text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\t\u00c0 propos de Calabrio  \t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg--large text-navy-40\"\n\t\t\t\tstyle=\"color: #eef0f6\"\n\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\t<p>Calabrio est un alli\u00e9 de confiance pour les grandes marques. Fondation num\u00e9rique d&rsquo;un centre de contact centr\u00e9 sur le client, la suite Calabrio ONE workforce performance permet d&rsquo;enrichir et de comprendre les interactions humaines, faisant de votre centre de contact un gardien de la marque. Nous maximisons la performance des agents, d\u00e9passons les attentes des clients et stimulons l&rsquo;efficacit\u00e9 de la main-d&rsquo;\u0153uvre en utilisant des donn\u00e9es connect\u00e9es, des analyses aliment\u00e9es par l&rsquo;IA, une gestion automatis\u00e9e de la main-d&rsquo;\u0153uvre et un coaching personnalis\u00e9. Seul Calabrio ONE r\u00e9unit l&rsquo;optimisation des effectifs (WFO), l&rsquo;engagement des agents et les solutions d&rsquo;intelligence \u00e9conomique dans une suite enti\u00e8rement int\u00e9gr\u00e9e qui s&rsquo;adapte \u00e0 votre entreprise.<br \/>\n<br \/>Gartner, Innovation Insight : Generative AI Chatbot to Improve CX and Agent Productivity, Uma Challa, 23 avril 2024<br \/>\n<br \/>GARTNER est une marque d\u00e9pos\u00e9e et une marque de service de Gartner, Inc. et\/ou de ses filiales aux \u00c9tats-Unis et dans le monde.  <\/p>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex flex-col md:flex-row gap-c\/m justify-center py-c\/m\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary\"\n\t\t href=\"#hero_form\" title=\"Download the Report\" aria-label=\"Download the Report\" target=\"_self\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\t\t\t\t\t<span class=\"button__text\">Download the Report<\/span>\n\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_67188cc99173bd286ce4876932ffc890\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_67188cc99173bd286ce4876932ffc890\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":231,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"class_list":["post-23193","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Rapport Gartner : Les Chatbots d&#039;IA g\u00e9n\u00e9rative pour am\u00e9liorer le CX et la productivit\u00e9 | Calabrio<\/title>\n<meta name=\"description\" content=\"Acc\u00e9dez \u00e0 un rapport gratuit de Gartner plein d&#039;id\u00e9es sur la fa\u00e7on dont les chatbots d&#039;IA g\u00e9n\u00e9rative vont transformer le service client et sur la 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