{"id":17006,"date":"2020-07-23T16:33:20","date_gmt":"2020-07-23T14:33:20","guid":{"rendered":"https:\/\/sendapp.live\/?p=17006"},"modified":"2020-07-23T16:39:01","modified_gmt":"2020-07-23T14:39:01","slug":"quest-ce-quoutlook-pour-les-robots-de-chat-dans-les-services-financiers","status":"publish","type":"post","link":"https:\/\/sendapp.live\/fr\/2020\/07\/23\/che-cose-outlook-per-i-robot-di-chat-nei-servizi-finanziari\/","title":{"rendered":"Qu&#039;est-ce qu&#039;Outlook pour les chatbots dans les services financiers\u00a0?"},"content":{"rendered":"<p>Un effort surhumain. Litt\u00e9ralement. Parce que Jim n&#039;est pas humain. C&#039;est un robot.<\/p>\n<p>En janvier 2017, un agent client nomm\u00e9 Jim a \u00e9tabli un record mondial en payant une r\u00e9clamation pour le compte de la start-up d&#039;assurance Lemonade. Il n&#039;a fallu que trois secondes \u00e0 Jim pour comparer la plainte avec la politique du client, ex\u00e9cuter des algorithmes anti-fraude et envoyer les instructions de virement \u00e0 la banque.<\/p>\n<h2>Un effort surhumain. Litt\u00e9ralement. Parce que Jim n&#039;est pas humain. C&#039;est un robot.<\/h2>\n<p>Jim fait partie d&#039;une arm\u00e9e de programmes conversationnels bas\u00e9s sur l&#039;IA qui changent la fa\u00e7on dont les gens interagissent avec les soci\u00e9t\u00e9s de services financiers. Parmi les autres soci\u00e9t\u00e9s qui ont lanc\u00e9 des robots figurent Mastercard, Wells Fargo, Capital One et bien d&#039;autres.<\/p>\n<p>Les chatbots sont apparus en raison du m\u00e9contentement quant \u00e0 la mani\u00e8re dont les clients trouvent des r\u00e9ponses \u00e0 des questions importantes. Historiquement, les consommateurs disposaient de trois options de base\u00a0: visiter un emplacement physique\u00a0; appeler un agent\u00a0; naviguer sur un site Web\/une application.<\/p>\n<p>Personne n&#039;est id\u00e9al. Les robots conversationnels offrent une alternative int\u00e9ressante. En th\u00e9orie, ils promettent le meilleur de l\u2019exp\u00e9rience humaine (conversation naturelle) mais aussi le meilleur du num\u00e9rique (instantan\u00e9 et pratique).<\/p>\n<p>Alors que les agents de \u00ab chat en direct \u00bb existent depuis quelques ann\u00e9es sur des sites de bureau comme Amazon et eBay, les appareils mobiles ont acc\u00e9l\u00e9r\u00e9 le concept. Apr\u00e8s tout, le t\u00e9l\u00e9phone mobile est \u00ab toujours allum\u00e9 \u00bb et constitue un support de messagerie beaucoup plus naturel que le PC.<\/p>\n<p>Facebook a sans doute lanc\u00e9 l&#039;\u00e8re de l&#039;IA mobile en donnant aux marques la possibilit\u00e9 de cr\u00e9er des robots pour Facebook Messenger en 2015. Il y en a d\u00e9sormais des dizaines de milliers sur la plateforme.<\/p>\n<p>D&#039;autres plateformes ont suivi. Les robots sont d\u00e9sormais pris en charge sur davantage de canaux comme <a href=\"https:\/\/sendapp.live\/fr\/2020\/07\/09\/la-nouveaute-de-twitter\/\" target=\"_blank\" rel=\"noopener noreferrer\">Twitter<\/a> Et <a href=\"https:\/\/it.wikipedia.org\/wiki\/Slack\" target=\"_blank\" rel=\"noopener noreferrer\">Mou<\/a>. Cependant, m\u00eame si ces cha\u00eenes sont populaires, elles ne sont pas universelles. C&#039;est pourquoi les SMS sont \u00e9galement devenus une plateforme cl\u00e9 pour les robots.<\/p>\n<p>En fait, la messagerie des robots repr\u00e9sente d\u00e9sormais une part croissante de l&#039;espace SMS d&#039;entreprise, d&#039;une valeur de 17 milliards de $ en 2016 et d&#039;un montant attendu de 58,75 milliards de $ d&#039;ici 2020 (selon mobileSquared). L\u2019\u00e9mergence d\u2019une forme de SMS de nouvelle g\u00e9n\u00e9ration appel\u00e9e RCS \u2013 qui offre de nombreuses fonctionnalit\u00e9s avanc\u00e9es \u2013 devrait acc\u00e9l\u00e9rer ce processus.<\/p>\n<p>De nos jours, les entreprises s\u2019int\u00e9ressent beaucoup aux robots. L&#039;enqu\u00eate 2017 sur la messagerie professionnelle d&#039;Ovum a r\u00e9v\u00e9l\u00e9\u00a0:<\/p>\n<ul>\n<li>25% des organisations utilisent d\u00e9j\u00e0 des robots pour interagir avec les clients.<\/li>\n<li>La plupart des organisations qui utilisent des robots le font pour automatiser les fonctions orient\u00e9es client.<\/li>\n<li>Le 88% les utilise pour r\u00e9duire le barattage.<\/li>\n<li>Le 84% les utilise pour r\u00e9duire les co\u00fbts back-end.<\/li>\n<li>Le 72% estime que les robots sont moins chers et plus efficaces que les applications.<br \/>\nD\u2019ici 2020, il pourrait y avoir 3,18 milliards d\u2019utilisateurs mobiles uniques actifs mensuels d\u2019applications de chat dans le monde.<br \/>\nEt, je le r\u00e9p\u00e8te, ce sont les soci\u00e9t\u00e9s de services financiers qui m\u00e8nent la charge. L\u2019une des raisons est que les clients des banques ont tendance \u00e0 poser le m\u00eame grand groupe de questions\u00a0:<\/li>\n<\/ul>\n<p>Quel est mon solde ?<br \/>\nCombien ai-je d\u00e9pens\u00e9 ?<br \/>\nA quoi sert cette redevance ?<br \/>\nIl est, en th\u00e9orie, plus facile \u00e0 r\u00e9pondre \u00e0 ces questions pour un bot que plusieurs requ\u00eates ouvertes (qui sont g\u00e9n\u00e9ralement redirig\u00e9es vers un agent humain).<\/p>\n<h2>\u00c9blouissant<\/h2>\n<p>Si les robots offrent aux clients des r\u00e9ponses rapides sur des plateformes qui leur conviennent, ils apportent \u00e9galement aux banques des gains d\u2019efficacit\u00e9 radicalement nouveaux. Les robots n&#039;ont pas besoin de salaire, de vacances ou d&#039;assurance. Ils travaillent 24 heures sur 24.<\/p>\n<p>Les \u00e9conomies pourraient donc \u00eatre \u00e9poustouflantes. &quot;Au cours des 15 prochaines ann\u00e9es, il est probable que 45% et peut-\u00eatre jusqu&#039;\u00e0 75% des t\u00e2ches dans les services financiers seront effectu\u00e9es par des robots&quot;, d\u00e9clare Cliff Justice, responsable du conseil chez KPMG. &quot;Cela devrait se traduire par d&#039;\u00e9normes \u00e9conomies de co\u00fbts jusqu&#039;au 75% pour les entreprises qui nous adh\u00e8rent.&quot;<\/p>\n<p>Juniper Research pr\u00e9dit que les \u00e9conomies en mati\u00e8re de soins de sant\u00e9 et bancaires pourraient atteindre $, soit 0,70 par interaction. Cela repr\u00e9sente plus de 8 milliards de dollars par an d&#039;ici 2022.<\/p>\n<p>Mais les clients r\u00e9sisteront-ils ? Il ne fait aucun doute que les enjeux sont plus importants pour les banques que pour les autres en mati\u00e8re d\u2019IA. Dans un rapport de 2016, Forrester a conseill\u00e9 la prudence. &quot;L&#039;argent est un domaine dans lequel les gens sont le moins dispos\u00e9s \u00e0 supporter des robots m\u00e9diocres&quot;, a-t-il d\u00e9clar\u00e9.<\/p>\n<h3>\u00ab Si le TacoBot de Taco Bell ne comprend pas la demande d&#039;une personne et commande trois tacos au lieu d&#039;un, les r\u00e9sultats ne seront probablement pas catastrophiques. Toutefois, si une interaction avec un robot conduit accidentellement la m\u00eame personne \u00e0 envoyer de l\u2019argent trois fois ou \u00e0 payer une facture de mani\u00e8re incorrecte, les r\u00e9sultats peuvent \u00eatre co\u00fbteux. &quot;<\/h3>\n<p>Cependant, les premi\u00e8res preuves sugg\u00e8rent que les gens s\u2019habituent aux robots. En 2016, la banque d&#039;Asie-Pacifique DBS Bank a cr\u00e9\u00e9 un bot pour digibank, son service uniquement mobile. Il a r\u00e9cemment signal\u00e9 que le bot traitait d\u00e9sormais 82% de demandes clients. Il semble que, \u00e0 mesure que les nouvelles banques \u00ab challengers \u00bb comme Digibank construisent des exp\u00e9riences client autour des robots, la prudence ne sera pas une option pour les op\u00e9rateurs historiques.<\/p>\n<p>Donc, si les consommateurs sont pr\u00eats \u00e0 adopter les robots, alors la question est : jusqu\u2019o\u00f9 la relation peut-elle aller plus profond\u00e9ment ? Les robots peuvent-ils faire plus que r\u00e9pondre \u00e0 la m\u00eame s\u00e9lection de questions courantes\u00a0?<\/p>\n<p>Beaucoup pensent qu\u2019ils peuvent le faire. En fait, lorsque Bank of America a pr\u00e9sent\u00e9 son robot Erica en 2016, elle a d\u00e9clar\u00e9 qu&#039;\u00ab il \u00e9tait con\u00e7u pour \u00eatre non seulement un assistant virtuel, mais aussi le d\u00e9fenseur personnel de chaque client \u00bb.<\/p>\n<p>Lors du lancement, BoA a montr\u00e9 comment Erica pouvait non seulement afficher les soldes, mais aussi d\u00e9tecter les mod\u00e8les de d\u00e9penses, puis sugg\u00e9rer diff\u00e9rents produits qui pourraient aider le client \u00e0 \u00e9viter les d\u00e9couverts ou \u00e0 obtenir un meilleur retour sur son exc\u00e9dent. En ce sens, Erica n\u2019est pas seulement une agente client, mais aussi une repr\u00e9sentante commerciale.<\/p>\n<p>Pendant ce temps, le robot Facebook Messenger de Mastercard (disponible pour les banques \u00e9mettrices) permet aux utilisateurs d&#039;explorer les types de d\u00e9penses. Kiki Del Valle, vice-pr\u00e9sidente principale du commerce pour chaque appareil chez Mastercard, d\u00e9clare\u00a0:<\/p>\n<h3>\u00ab Un client peut demander au robot combien il a d\u00e9pens\u00e9 au restaurant au cours des trois derniers mois. Vous pouvez ensuite d\u00e9finir une limite de d\u00e9penses et d\u00e9finir une alerte lorsque vous vous approchez de la limite. C&#039;est tr\u00e8s simple de faire cela dans une session de chat en langage naturel. \u00bb<\/h3>\n<p>Bien entendu, le succ\u00e8s \u00e0 long terme des robots d\u00e9pend du caract\u00e8re naturel de la communication. Personne ne veut \u00eatre bless\u00e9 par une IA bien connue. Et les gens ne pardonneront pas quand un robot fait des erreurs verbales stupides.<\/p>\n<p>C\u2019est peut-\u00eatre la raison pour laquelle les robots textuels, par opposition aux robots vocaux, sont une option privil\u00e9gi\u00e9e. Les sessions de texte sont asynchrones. Les utilisateurs peuvent \u00e9galement archiver les conversations et y revenir quand ils le souhaitent.<\/p>","protected":false},"excerpt":{"rendered":"<p>Un effort surhumain. Litt\u00e9ralement. Car Jim n&#039;est pas humain. C&#039;est un robot. En janvier 2017, un agent du service client nomm\u00e9 Jim a \u00e9tabli un record du monde en payant\u2026<\/p>","protected":false},"author":1,"featured_media":17007,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_daim_seo_power":"","_daim_enable_ail":"","footnotes":""},"categories":[1343],"tags":[63,874,53,122,49,833,28,855,885,31,892,33,54,50,118,46,828,128,40,39,840,110],"class_list":{"0":"post-17006","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-mobile","8":"tag-allarme-per-whatsapp","9":"tag-app","10":"tag-archivia-chat-whatsapp","11":"tag-risposta-automatica-per-whatsapp","12":"tag-come-inviare-messaggi-che-si-autodistruggono-su-whatsapp-e-possibile-inviare-messaggi-whatsapp-che-si-autodistruggono-dopo-24-ore-utilizzando-funzione","13":"tag-how-to-set-up-auto-reply-for-whatsapp-guide-for-2020","14":"tag-backup","15":"tag-blog","16":"tag-bot","17":"tag-free-whatsapp-bulk-sender","18":"tag-business","19":"tag-google-chat-lalternativa-gratuita-a-whatsapp","20":"tag-rendi-i-messaggi-piu-attraenti-con-sendapp","21":"tag-come-archiviare","22":"tag-come-inviare","23":"tag-come-leggere-i-messaggi-eliminati","24":"tag-coronavirus","25":"tag-custom-message","26":"tag-da-android-su-iphone","27":"tag-da-iphone-su-android","28":"tag-google","29":"tag-marketing"},"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>Che cos&#039;\u00e8 Outlook per i robot di chat nei servizi finanziari?<\/title>\n<meta name=\"description\" content=\"Uno sforzo sovrumano. 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