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Intégrez un chatbot à votre relation client

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Ce webinar Eloquant vous permettra de découvrir :
- Qu’est-ce qu’un chatbot ?
- Les chatbots dans le domaine de la Relation Client
- 3 cas pratiques
- Comment passer à l’action et mettre en place un chatbot dans votre entreprise

Retrouvez la vidéo du replay sur https://www.eloquant.com/blog/replay-integrez-un-chatbot-dans-votre-relation-client

Published in: Marketing
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Intégrez un chatbot à votre relation client

  1. 1. 1 eloquant.com Forum Client Eloquant 2017 Intégrez un chatbot dans votre Relation Client
  2. 2. 2 eloquant.com Forum Client Eloquant 2017 Choisissez le plein écran pour tout voir Posez vos questions via le chat ! Intégrez un Chat bot dan votre Relation Client ! (45 mins) Frédéric CANEVET Resp. offres transverses Eloquant Pierre Edouard Lieb Resp. des Partenariats Recast.ai
  3. 3. 3 eloquant.com Forum Client Eloquant 2017 Eloquant, spécialiste de la relation client depuis 2001 Unifier la relation Client ! Dialogue Ecoute Sémantique Expérience Client
  4. 4. 4 eloquant.com Forum Client Eloquant 2017 Partenariat technologique Eloquant / Recast.AI Communauté Open Source pour des Chatbots clés en main Plate-forme de chatbots sur mesure pour des besoins spécifiques. Données hébergées par Eloquant Technologie d’intelligence artificielle </> Recast : 1ère Plateforme de chatbots indépendante au monde
  5. 5. 5 eloquant.com Forum Client Eloquant 2017 Dialogue et Ecoute constituent le socle de toute bonne relation. Qu’est ce qu’un chatbot ? Les ChatBots et la Relation Client Cas pratiques Passer à l’action ! Conclusion
  6. 6. 6 eloquant.com Forum Client Eloquant 2017 Qu’est-ce qu’un chatbot ? Un chatbot est un logiciel pouvant dialoguer avec une personne via une solution de chat (Messenger, Lync…), de comprendre les demandes en langage naturel et de proposer des réponses ou de lancer des actions grâce à un apprentissage initial et à un entrainement continu. A l’origine le chatbot utilisait des bibliothèques de questions et réponses, mais les progrès de l’intelligence artificielle lui permettent d’analyser et comprendre les demandes et d’apprendre.
  7. 7. 7 eloquant.com Forum Client Eloquant 20177 Les 2 types de chats bots Vs Programmés • Scénarios prédéfinis • Interactions limitées Intelligents • Analyse sémantique • Connexion au SI • Agir Bonjour Fred ! Quelle est votre demande ? Avez-vous rebooté Votre PC ? - Oui - Non
  8. 8. 8 eloquant.com Forum Client Eloquant 2017 Comment fonctionne un Chatbot Intelligent ? Est-ce que je peux avoir un RDV pour demain avec mon dentiste ? Est ce qu’il y a un créneau libre pour lundi prochain ? Je voudrais un RDV avec le Docteur Martin, si possible le 18 septembre J’ai besoin d’un rendez-vous avec un dentiste le 18/09 Réponses Questions Actions Interprétation Demandes Actions Transfert
  9. 9. 9 eloquant.com Forum Client Eloquant 2017 La place des Chatbots dans la relation client
  10. 10. 10 eloquant.com Forum Client Eloquant 2017  Croissance exponentielle des interactions  Demande croissante de réactivité  Volonté des clients à trouver une solution seuls  Rationnalisation des ressources  Omniprésence mobile et du Messenging  Démocratisation des technologies (IA, personnalisation, API…) Les chatbots, évolution logique de la Relation Client 1,8 milliards d’utilisateurs 806 millions Les bots pourraient gérer jusqu’à 85% des interactions d’ici à 2020 (Business Insider - Sept 2016) 25M en FR
  11. 11. 11 eloquant.com Forum Client Eloquant 2017  Un outil complémentaire aux solutions actuelles  Traiter plus rapidement 30% à 75% des demandes de niveau 1  J’ai perdu le code de ma carte bleu, j’ai bloqué mon téléphone…  Mettre en place un « Self Service » avec de l’action et pas seulement de l’information  Aide au dépannage, procédures de retours…  Optimiser l’expérience client en repensant son parcours client  Utiliser un nouveau canal de communication direct avec 100% de délivrabilité  Rappels & alertes, mobilité…  Fidéliser via l’on boarding process & coaching pour réduire l’attrition  Accueil des nouveaux clients… Quels usages pour un Chat Bot dans votre Service Client ?
  12. 12. 12 eloquant.com Forum Client Eloquant 2017  Je sais prendre en compte les demandes clients de manière autonome  Comprendre ce que l’on me dit…  Gérer une conversation…  Poser des questions…  Interagir avec votre SI (CRM Salesforce, ERP…) Hello ! Je suis Elo!, le chatbot d’Eloquant par Recast Elo!
  13. 13. 13 eloquant.com Forum Client Eloquant 2017 Un chatbot connecté aux solutions Eloquant Rappels Historique Annuaire de Contacts Avis & satisfaction Analyse sémantique (signaux faibles…) Chat
  14. 14. 14 eloquant.com Forum Client Eloquant 2017 • Site internet • App Mobile • … Interaction client • Concept • Actions • Transfert • … Analyse sémantique • Réponse • Action • … Réponses • CRM • ERP • Dialogue • … Sys. Infos. • Information • Action • … Réponses Comment fonctionne Elo! ? • Réponse complexe • Call back • … Conseiller
  15. 15. 15 eloquant.com Forum Client Eloquant 2017  Analyse des verbatim du chatbot par notre moteur d’analyse sémantique  Signaux faibles  Bonnes pratiques  Chantiers prioritaires / à éviter  Météo de la relation client  …  Une relation client multi-canaux & multi-conseillers  Transfert aux conseillers avec historique  Traitement multicanaux (tél, SVI, emails, SMS, media sociaux, messenger…)  … Un dispositif unique pour maximiser l’expérience client
  16. 16. 16 eloquant.com Forum Client Eloquant 2017 Cas pratiques
  17. 17. 17 eloquant.com Forum Client Eloquant 201717Confidential 017 Service client interne : J’ai des problèmes avec mon imprimante. C’est l’imprimante de l’étage, le copieur Un PC Windows 10 Est-ce une imprimante réseau ou locale? Vous avez PC avec Windows ou un Mac ? MS Lync Ok, cliquez sur l’icone Windows en bas droite, puis sur la roue crantée « paramètre », choisissez « imprimante et scanner » et ajoutez l’imprimante 3300-HP SAV informatique interne Le bot propose des solutions aux problèmes les plus courants des 20 000 salariés via la messagerie Lync, afin de résoudre les problèmes simples qui font 80% des demandes.
  18. 18. 18 eloquant.com Forum Client Eloquant 2017 Suivi consommation, tarifs… Un bot dans le compte du client sur le site SFR renseigne sur la consommation de données, vos options… sans devoir chercher dans les menus Informations sur les services: 18Confidential Chat interne Tapez votre message... Hi, how much data did I spend last month? How much did that cost? Can I see March’s invoice? In March, you used 4,6Go of data. 3Go of data were included in your subscription, and the 1,6Go extra cost 8€.
  19. 19. 19 eloquant.com Forum Client Eloquant 2017 Trajet et horaires des trains 100 000 utilisateurs quotidiens pour obtenir le trafic optimal pour leurs déplacements en Ile de France 19Confidential Horaires et trajets optimaux
  20. 20. 20 eloquant.com Forum Client Eloquant 2017 Quel ROI pour un Chat Bot ? Exemple pour la Société Desjardins pour le Service Client Interne :  50% de demandes internes en moins  42 minutes à quelques secondes pour la gestion des incidents  Support de niveau 1 : 40 à 75 % du support géré par le bot
  21. 21. 21 eloquant.com Forum Client Eloquant 2017 Passer à l’action !
  22. 22. 22 eloquant.com Forum Client Eloquant 2017  Le(s) point à optimiser dans le parcours client  Demandes récurrentes et répétitives  Moments de vérité à améliorer  Points noirs de la relation client  Comment mettre un effet « whaaouuu »  … Où agir en priorité avec un Chatbot ?
  23. 23. 23 eloquant.com Forum Client Eloquant 2017  Vous êtes client Eloquant :  La suite logique de l’unification et l’optimisation de votre relation client  Une intégration sur mesure à votre système d’informations existant  Vous n’êtes pas encore client Eloquant :  Les outils pour unifier et optimiser l’expérience client  Avec un chatbot dédié à l’optimisation de l’Expérience Client  La solution pour anticiper les besoins de vos clients Eloquant vous accompagne !
  24. 24. 24 eloquant.com Forum Client Eloquant 2017 Atelier 2 : Définition de UAT* Atelier 3 : Prérequis techniques Design Construction Mise en Production Accompagner le client dans la MEP du bot Atelier 5: transfert de connaissance avec les équipes du clientAtelier 1 : Conception du flux de la conversation Réaliser le UAT avec le client Tester le bot avec une population de beta-testers (grand public)Construction du bot en Back-office Recast.AI: 1. Design technique 2. Implémentation 3. Test & Train Recast.AI Atelier 4 : Test & Train avec les équipes client - Le client utilise le bot, Recast.AI monitor (3 séances de Test, 5 testers/séance, puis 3 séances de Train, 5 trainers/séance) Notre méthodologie projet Chatbots
  25. 25. 25 eloquant.com Forum Client Eloquant 2017 Conclusion
  26. 26. 26 eloquant.com Forum Client Eloquant 2017  Automatisez les tâches répétitives et simples  Améliorez votre réactivité 24/7  Soulagez votre service client pour + de valeur ajoutée  Repensez le parcours client  Economisez de l’argent  RDV découverte pour analyser les bénéfices apportés par un chat bot Les chatbots c’est maintenant !
  27. 27. 27 eloquant.com Forum Client Eloquant 2017 Demandez une Présentation du ChatBot Eloquant ! Marketing@eloquant.com
  28. 28. 28 eloquant.com Forum Client Eloquant 2017 Nos prochains rendez-vous RDV le 5 Octobre à 11HAbonnez vous à la chaine Eloquant

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