{"id":31940,"date":"2025-05-21T15:39:45","date_gmt":"2025-05-21T15:39:45","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/donner-du-pouvoir-aux-agents-grace-a-lia-une-vision-pour-lavenir-de-lassistance-a-la-clientele\/"},"modified":"2025-05-21T17:24:57","modified_gmt":"2025-05-21T17:24:57","slug":"donner-du-pouvoir-aux-agents-grace-a-lia-une-vision-pour-lavenir-de-lassistance-a-la-clientele","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/donner-du-pouvoir-aux-agents-grace-a-lia-une-vision-pour-lavenir-de-lassistance-a-la-clientele\/","title":{"rendered":"Donner du pouvoir aux agents gr\u00e2ce \u00e0 l&rsquo;IA : une vision pour l&rsquo;avenir de l&rsquo;assistance \u00e0 la client\u00e8le"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_669c38ab0a7d1dc7fc6d225523e2c014\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Centre de contact IA <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Donner du pouvoir aux agents gr\u00e2ce \u00e0 l&rsquo;IA : une vision pour l&rsquo;avenir de l&rsquo;assistance \u00e0 la client\u00e8le<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_669c38ab0a7d1dc7fc6d225523e2c014\"] {\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<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fdonner-du-pouvoir-aux-agents-grace-a-lia-une-vision-pour-lavenir-de-lassistance-a-la-clientele%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fdonner-du-pouvoir-aux-agents-grace-a-lia-une-vision-pour-lavenir-de-lassistance-a-la-clientele%2F&#038;text=Donner du pouvoir aux agents gr\u00e2ce \u00e0 l&rsquo;IA : une vision pour l&rsquo;avenir de l&rsquo;assistance \u00e0 la client\u00e8le\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fdonner-du-pouvoir-aux-agents-grace-a-lia-une-vision-pour-lavenir-de-lassistance-a-la-clientele%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"flex items-center gap-c\/s pt-c\/m pr-c\/m pb-c\/m pl-c\/l border-thin border-stroke-tertiary\">\n\t\t\t<div class=\"grow\">\n\t\t\t\t\t\t\t\t\t<p class=\"body-medium font-medium\">R\u00e9servez une d\u00e9monstration<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg--small text-text-tertiary-aa\">\n\t\t\t\t\t\t<p>C\u2019est parti<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"\n\t\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s bg-background-secondary rounded-max text-icon-highlight hover:bg-background-ui-action hover:text-white\"\n\t\t\t\t\taria-label=\"R\u00e9servez une d\u00e9monstration\"\n\t\t\t\t>\n\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p><span data-contrast=\"auto\">Alors que l&rsquo;intelligence artificielle continue d&rsquo;\u00e9voluer, une question revient r\u00e9guli\u00e8rement : L&rsquo;IA remplacera-t-elle les agents d&rsquo;assistance humaine ? La r\u00e9ponse est claire : l&rsquo;intelligence artificielle est l\u00e0 pour  <\/span><b><span data-contrast=\"auto\">am\u00e9liorer<\/span><\/b><span data-contrast=\"auto\">  les capacit\u00e9s des agents, et non les remplacer. Ce changement ouvre la voie \u00e0 un avenir o\u00f9 l&rsquo;expertise humaine et l&rsquo;efficacit\u00e9 des machines travailleront main dans la main pour transformer l&rsquo;exp\u00e9rience des clients.<\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Aper\u00e7u de l \u00ab \u00e9tude <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/etat-du-centre-de-contact-2025\/\"><i><span data-contrast=\"none\">L \u00bb \u00e9tat des centres de contact Calabrio 2025<\/span><\/i><\/a><span data-contrast=\"auto\">  r\u00e9v\u00e8le que 98 % des centres de contact tirent d\u00e9sormais parti de l&rsquo;IA pour red\u00e9finir les indicateurs cl\u00e9s, optimiser les performances et r\u00e9pondre aux attentes croissantes des consommateurs. Cependant, le succ\u00e8s de l&rsquo;IA est \u00e9troitement li\u00e9 \u00e0 la mani\u00e8re dont elle soutient &#8211; et non supplante &#8211; les agents.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #d2f3fa\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #0c1c47\"><h6 style=\"text-align: center\"><strong>D\u00e9couvrez d&rsquo;autres tendances cl\u00e9s qui fa\u00e7onnent l&rsquo;avenir des centres de contact.<\/strong><\/h6>\n<h6 style=\"text-align: center\"><strong><span style=\"color: #e3120a\"><a style=\"color: #e3120a\" href=\"https:\/\/www.calabrio.com\/fr\/etat-du-centre-de-contact-2025\/\" target=\"_blank\" rel=\"noopener\">Lisez le rapport complet sur l <em>&lsquo;\u00e9tat des centres de contact 2025<\/em>.<\/a><\/span><\/strong><\/h6>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"role-of-AI\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>L&rsquo;IA, un agent d&rsquo;am\u00e9lioration et non de remplacement<\/h2>\n<p><span data-contrast=\"auto\">Les outils d&rsquo;IA sont con\u00e7us pour <\/span><b><span data-contrast=\"auto\">soutenir les agents humains<\/span><\/b><span data-contrast=\"auto\">Les agents peuvent ainsi rationaliser les t\u00e2ches r\u00e9p\u00e9titives et se concentrer sur des interactions plus complexes et plus significatives. Qu&rsquo;il s&rsquo;agisse de traiter des demandes volumineuses ou d&rsquo;obtenir des informations en temps r\u00e9el, l&rsquo;IA agit comme un assistant puissant qui stimule la productivit\u00e9 et r\u00e9duit l&rsquo;\u00e9puisement des agents.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Selon le rapport, 81% des centres de contact utilisent l&rsquo;IA pour l&rsquo;assurance qualit\u00e9. <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-de-la-qualite\/logiciel-dassurance-qualite-des-centres-de-contact-pilote-par-lia\/\"><span data-contrast=\"none\">l&rsquo;IA pour l&rsquo;assurance qualit\u00e9<\/span><\/a><span data-contrast=\"auto\">et 80 % <\/span><a href=\"https:\/\/www.calabrio.com\/wfo\/customer-interaction-analytics\/\"><span data-contrast=\"none\">analysent les interactions avec les clients<\/span><\/a><span data-contrast=\"auto\">  en utilisant l&rsquo;IA. Ces outils renforcent, et non diminuent, l&rsquo;implication de l&rsquo;homme.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Au lieu de supprimer des emplois, l&rsquo;IA les <\/span><b><span data-contrast=\"auto\">les transforme<\/span><\/b><span data-contrast=\"auto\">. Les agents se transforment en sp\u00e9cialistes de l&rsquo;escalade, en strat\u00e8ges de l&rsquo;exp\u00e9rience client et en professionnels de la supervision de l&rsquo;IA. Cette \u00e9volution offre de nouvelles perspectives de carri\u00e8re et un engagement plus profond avec les clients.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"auto\">Aper\u00e7u cl\u00e9 :<\/span><\/b><span data-contrast=\"auto\"> L&rsquo;IA est un multiplicateur de force &#8211; elle donne aux agents des superpouvoirs, pas des lettres de licenciement.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Validation\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>L&rsquo;IA au service de la validation en temps r\u00e9el et du soutien \u00e0 la qualit\u00e9<\/h2>\n<p><span data-contrast=\"auto\">L&rsquo;IA peut-elle aider les agents \u00e0 assurer une saisie pr\u00e9cise des informations, par exemple en confirmant les rendez-vous ou en v\u00e9rifiant la saisie des donn\u00e9es ? Absolument.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Lorsqu&rsquo;elle est int\u00e9gr\u00e9e \u00e0 des plates-formes d&rsquo;arri\u00e8re-plan, l&rsquo;IA peut :<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">\u00c9coutez, transcrivez et confirmez les d\u00e9tails du rendez-vous avec les clients en temps r\u00e9el.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Signalez les anomalies telles que les dates incorrectes ou les noms mal orthographi\u00e9s.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Participez \u00e0 l&rsquo;assurance qualit\u00e9 en mettant en \u00e9vidence les erreurs potentielles \u00e0 examiner.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">L&rsquo;\u00e9tude de Calabrio montre que 77% des centres de contact s&rsquo;appuient sur l&rsquo;IA pour <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/guide-des-previsions-pour-les-centres-de-contact-methodes-conseils-et-outils-pour-2025\/\"><span data-contrast=\"none\">pr\u00e9vision<\/span><\/a><span data-contrast=\"auto\">et nombre d&rsquo;entre eux la consid\u00e8rent comme essentielle pour fournir une assistance 24 heures sur 24 et 7 jours sur 7 et garantir la qualit\u00e9 \u00e0 grande \u00e9chelle.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">L&rsquo;IA agit comme une <\/span><b><span data-contrast=\"auto\">seconde paire d&rsquo;yeux et d&rsquo;oreilles<\/span><\/b><span data-contrast=\"auto\">garantissant l&rsquo;exactitude et donnant aux agents la confiance n\u00e9cessaire pour fournir un service de haute qualit\u00e9.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Collaboration\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Renforcer la confiance dans la collaboration fond\u00e9e sur l&rsquo;IA<\/h2>\n<p><span data-contrast=\"auto\">La r\u00e9sistance \u00e0 l&rsquo;IA est souvent due \u00e0 l&rsquo;incertitude quant \u00e0 son efficacit\u00e9, au manque d&rsquo;exp\u00e9rience dans son utilisation ou \u00e0 des pr\u00e9occupations plus profondes concernant la s\u00e9curit\u00e9 de l&#8217;emploi. La solution pour instaurer la confiance et favoriser l&rsquo;adoption de l&rsquo;IA r\u00e9side dans une communication claire et la responsabilisation :<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Formez les agents \u00e0 travailler efficacement avec l&rsquo;IA.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Expliquez comment l&rsquo;IA r\u00e9duit la charge de travail et am\u00e9liore la satisfaction des agents.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Mettez en avant des exemples d&rsquo;\u00e9volution de carri\u00e8re gr\u00e2ce \u00e0 des r\u00f4les align\u00e9s sur l&rsquo;IA.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Pourtant, le rapport Calabrio r\u00e9v\u00e8le un d\u00e9calage : alors que 83 % des dirigeants pensent que l&rsquo;IA am\u00e9liorera le bien-\u00eatre des agents, 59 % des centres de contact n&rsquo;offrent pas de formation continue pour naviguer dans les flux de travail pilot\u00e9s par l&rsquo;IA, et 32 % citent la m\u00e9fiance des agents \u00e0 l&rsquo;\u00e9gard de l&rsquo;IA comme une pr\u00e9occupation.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">En repositionnant l&rsquo;IA comme un partenaire et non comme un concurrent, les organisations peuvent favoriser une main-d&rsquo;\u0153uvre plus r\u00e9siliente et pr\u00eate pour l&rsquo;avenir.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Channels\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Choisir les bons canaux pour le soutien \u00e0 l&rsquo;IA<\/h2>\n<p><span data-contrast=\"auto\">L&rsquo;IA fonctionne diff\u00e9remment selon les canaux de service \u00e0 la client\u00e8le, et le succ\u00e8s d\u00e9pend de l&rsquo;exploitation de ses forces, avec les bons outils en place pour soutenir et optimiser les performances.<\/span><span> <\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">Chat et canaux de messagerie<\/span><\/b><span data-contrast=\"auto\">  sont id\u00e9ales pour l&rsquo;automatisation, en particulier avec les clients natifs du num\u00e9rique. Les robots aliment\u00e9s par l&rsquo;IA peuvent rapidement traiter de gros volumes de demandes r\u00e9p\u00e9titives, en particulier lorsqu&rsquo;ils sont continuellement optimis\u00e9s \u00e0 l&rsquo;aide d&rsquo;analyses pour am\u00e9liorer le confinement et la satisfaction des clients.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">Interactions vocales<\/span><\/b><span data-contrast=\"auto\">  restent essentiels pour les besoins complexes ou charg\u00e9s d&rsquo;\u00e9motion. Dans ce domaine, l&rsquo;IA se distingue par des capacit\u00e9s en temps r\u00e9el telles que  <\/span><b><span data-contrast=\"auto\">Transcription assist\u00e9e par l&rsquo;IA, d\u00e9tection des sentiments et messages d&rsquo;accompagnement<\/span><\/b><span data-contrast=\"auto\">. Ces outils am\u00e9liorent les performances des agents en guidant les conversations, en garantissant la conformit\u00e9 et en soutenant des r\u00e9sultats de haute qualit\u00e9 sans sacrifier l&#8217;empathie.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Si l&rsquo;adoption du num\u00e9rique progresse, les canaux traditionnels tels que la voix jouent toujours un r\u00f4le essentiel. Selon l&rsquo;\u00e9tude de Calabrio  <\/span><i><span data-contrast=\"auto\">Rapport sur l \u00ab \u00e9tat des centres de contact en 2025<\/span><\/i><span data-contrast=\"auto\"> Rapport sur l \u00bb \u00e9tat des centres de contact \u00e0 l&rsquo;horizon 2025, <\/span><b><span data-contrast=\"auto\">91% des centres de contact utilisent ou pr\u00e9voient d&rsquo;utiliser la voix<\/span><\/b><span data-contrast=\"auto\">  de g\u00e9rer les interactions \u00e0 fort enjeu. L&rsquo;IA devrait am\u00e9liorer &#8211; et non entraver &#8211; ces conversations. Cela signifie un routage intelligent, des invites proactives et une escalade humaine transparente en cas de besoin.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Future\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>L&rsquo;avenir : Humains et IA, collaborer pour l&rsquo;excellence<\/h2>\n<p><span data-contrast=\"auto\">L&rsquo;avenir du support client ne consiste pas \u00e0 choisir entre les humains et l&rsquo;IA, mais \u00e0 cr\u00e9er un <\/span><b><span data-contrast=\"auto\">\u00e9cosyst\u00e8me collaboratif<\/span><\/b><span data-contrast=\"auto\">  o\u00f9 les deux s&rsquo;\u00e9panouissent. Imaginez :<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Des agents \u00e9quip\u00e9s de copilotes IA qui les guident dans des situations complexes.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">R\u00f4les d\u00e9di\u00e9s au contr\u00f4le et \u00e0 l&rsquo;am\u00e9lioration de la qualit\u00e9 de l&rsquo;IA.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Des transitions transparentes entre l&rsquo;IA et l&rsquo;agent, qui se font sans effort et de mani\u00e8re personnalis\u00e9e.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">L \u00ab \u00e9tat des centres de contact <\/span><i><span data-contrast=\"auto\">Rapport sur l \u00bb \u00e9tat des centres de contact<\/span><\/i><span data-contrast=\"auto\"> confirme que ce mod\u00e8le hybride est la voie \u00e0 suivre &#8211; 78 % des dirigeants pensent que l&rsquo;IA permettra de combiner l&rsquo;automatisation et le contact humain afin d&rsquo;offrir le meilleur des deux mondes.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Cette vision n&rsquo;est pas seulement possible, elle commence d\u00e9j\u00e0 \u00e0 prendre forme.<\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Conclusion\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Conclusion : Construire une strat\u00e9gie d&rsquo;IA centr\u00e9e sur l&rsquo;humain<\/h2>\n<p><span data-contrast=\"auto\">L&rsquo;IA am\u00e9liore la fa\u00e7on dont les agents travaillent, les rendant plus efficaces, plus engag\u00e9s et plus percutants. Il est temps de recadrer la conversation : il ne s&rsquo;agit plus de remplacement, mais de  <\/span><b><span data-contrast=\"auto\">\u00e9l\u00e9vation<\/span><\/b><span data-contrast=\"auto\">.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Renforc\u00e9s par l&rsquo;IA, les agents d&rsquo;assistance deviennent les architectes d&rsquo;exp\u00e9riences client de niveau sup\u00e9rieur. L&rsquo;avenir du service \u00e0 la client\u00e8le est collaboratif, adaptatif et profond\u00e9ment humain.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #d2f3fa\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #0c1c47\"><h6 style=\"text-align: center\"><span data-contrast=\"auto\">Vous voulez voir cette vision en pratique ?  <\/span><\/h6>\n<h6 style=\"text-align: center\"><a href=\"https:\/\/www.calabrio.com\/fr\/centre-de-ressources-2\/guides-definitifs-2\/?wchannelid=5azxxxj5iv&#038;wmediaid=wmbdaqf6gd\"><span data-contrast=\"none\">Regardez notre webinaire \u00e0 la demande pour d\u00e9couvrir comment l&rsquo;IA donne du pouvoir \u00e0 vos agents.<\/span><\/a><span> <\/span><\/h6>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n<style>\n\t[data-theme-block-id=\"block_22ac9333fcf05277e7b9cf0269f14225\"] {\n\t\t.featured-resources__wrapper {\n\t\t\tbackground-color: #FFFFFF;\n\t\t}\n\n\t\t.featured-resources__header {\n\t\t\tborder-color: #0C1C47;\n\t\t}\n\n\t\t.featured-resources__headline {\n\t\t\tcolor: #080F21;\n\t\t}\n\n\t\t.featured-resources__description {\n\t\t\tcolor: #344679;\n\t\t}\n\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t.featured-resources__wrapper {\n\t\t\t\tbackground-color: #FFFFFF;\n\t\t\t}\n\n\t\t\t.featured-resources__header {\n\t\t\t\tborder-color: #0C1C47;\n\t\t\t}\n\n\t\t\t.featured-resources__headline {\n\t\t\t\tcolor: #080F21;\n\t\t\t}\n\n\t\t\t.featured-resources__description {\n\t\t\t\tcolor: #344679;\n\t\t\t}\n\t\t}\n\t}\n<\/style>\n\n\t<section\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t\tclass=\"overflow-hidden\"\n\t\tdata-theme-block-id=\"block_22ac9333fcf05277e7b9cf0269f14225\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col py-l\/xxl overflow-hidden \">\n\t\t\t<div\n\t\t\t\tclass=\"featured-resources__header flex gap-c\/xl py-c\/l border-t-thick\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t<div\n\t\t\tclass=\"z-0 block w-[calc(100vw)] -ml-page-margin custom-arrow-wrapper\t\t\t lg:w-full lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  !my-c\/l !m-0 swiper--navigation-rounded swiper--margin-left swiper--lg-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true,\"slidesPerView\":1.247,\"spaceBetween\":16,\"slidesOffsetAfter\":16,\"breakpoints\":{\"744\":{\"slidesPerView\":2.12},\"1024\":{\"enabled\":false}}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper lg:!grid lg:grid-cols-3 gap-y-c\/l lg:gap-c\/l\">\n\t\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] 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\/04\/Generative-AI.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg 1560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-600x400.jpg 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tCentre de contact IA\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/lia-generative-dans-les-centres-de-contact-la-technologie-et-les-cas-dutilisation-a-lorigine-dune-revolution-dans-le-service-a-la-clientele\/\" aria-label=\"L&rsquo;IA g\u00e9n\u00e9rative dans les centres de contact : La technologie et les cas d&rsquo;utilisation \u00e0 l&rsquo;origine d&rsquo;une r\u00e9volution dans le service \u00e0 la client\u00e8le\">\n\t\t\t\t\tL&rsquo;IA g\u00e9n\u00e9rative dans les centres de contact : La technologie et les cas d&rsquo;utilisation \u00e0 l&rsquo;origine d&rsquo;une r\u00e9volution dans le service \u00e0 la client\u00e8le\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Avr. 1, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/lia-generative-dans-les-centres-de-contact-la-technologie-et-les-cas-dutilisation-a-lorigine-dune-revolution-dans-le-service-a-la-clientele\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] 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\/04\/Conversation-Intelligence.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence.webp 1352w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence-300x158.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence-1024x540.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence-768x405.webp 768w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tAnalytique\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/renforcer-les-centres-de-contact-grace-a-des-informations-intelligentes-le-pourquoi-des-innovations-de-calabrio-en-matiere-dintelligence-des-conversations\/\" aria-label=\"Renforcer les centres de contact gr\u00e2ce \u00e0 des informations intelligentes : Le \u00ab\u00a0pourquoi\u00a0\u00bb des innovations de Calabrio en mati\u00e8re d&rsquo;intelligence des conversations\">\n\t\t\t\t\tRenforcer les centres de contact gr\u00e2ce \u00e0 des informations intelligentes : Le \u00ab\u00a0pourquoi\u00a0\u00bb des innovations de Calabrio en mati\u00e8re d&rsquo;intelligence des conversations\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Avr. 23, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/renforcer-les-centres-de-contact-grace-a-des-informations-intelligentes-le-pourquoi-des-innovations-de-calabrio-en-matiere-dintelligence-des-conversations\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] 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\/04\/AutoQM.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM.jpg 1280w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-300x169.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-1024x576.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-768x432.jpg 768w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tCentre de contact IA\t\t<\/span>\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tExp\u00e9rience client\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/comment-la-gestion-automatisee-de-la-qualite-revolutionne-lexperience-des-agents-et-des-clients\/\" aria-label=\"Comment la gestion automatis\u00e9e de la qualit\u00e9 r\u00e9volutionne l&rsquo;exp\u00e9rience des agents et des clients\">\n\t\t\t\t\tComment la gestion automatis\u00e9e de la qualit\u00e9 r\u00e9volutionne l&rsquo;exp\u00e9rience des agents et des clients\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Avr. 24, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/comment-la-gestion-automatisee-de-la-qualite-revolutionne-lexperience-des-agents-et-des-clients\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\n\t\t\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_22ac9333fcf05277e7b9cf0269f14225\"] {\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":245,"featured_media":31937,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[418],"tags":[],"blog-languages":[],"class_list":["post-31940","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-centre-de-contact-ia"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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