{"id":12168,"date":"2022-11-18T11:39:12","date_gmt":"2022-11-18T11:39:12","guid":{"rendered":"https:\/\/projectsofar.info\/aisuperior\/?post_type=blog&p=12168"},"modified":"2023-12-04T13:03:48","modified_gmt":"2023-12-04T13:03:48","slug":"how-nlp-can-be-used-to-improve-customer-service-the-benefits-of-an-ai-based-customer-service","status":"publish","type":"blog","link":"https:\/\/aisuperior.com\/fr\/blog\/how-nlp-can-be-used-to-improve-customer-service-the-benefits-of-an-ai-based-customer-service\/","title":{"rendered":"Comment la PNL peut \u00eatre utilis\u00e9e pour am\u00e9liorer le service client\u00a0: les avantages d'un service client bas\u00e9 sur l'IA"},"content":{"rendered":"

Les avanc\u00e9es technologiques int\u00e9grant la linguistique \u00e0 l\u2019intelligence artificielle (IA) ont ouvert la voie \u00e0 une meilleure communication homme-machine. Pensez \u00e0 la fa\u00e7on dont les assistants virtuels, comme Siri et Google Assistant d'Apple, se sont am\u00e9lior\u00e9s au fil des ans \u2013 du d\u00e9but en suivant des commandes simples jusqu'\u00e0 l'appel aux entreprises pour fixer des rendez-vous. Ces r\u00e9alisations sont rendues possibles par les mod\u00e8les de traitement du langage naturel (NLP), et leur potentiel continue d'\u00e9voluer.<\/p>\n

Qu\u2019est-ce que le traitement du langage naturel (NLP)\u00a0?<\/span><\/h3>\n

La PNL est le sous-ensemble de l\u2019informatique qui entra\u00eene les machines \u00e0 comprendre le langage humain \u2013 parl\u00e9 et \u00e9crit \u2013 comme le font les humains. Les conversations des gens, m\u00eame si elles ne sont pas toujours simples, semblent naturelles car les humains sont capables de r\u00e9pondre intuitivement les uns aux autres. La plupart des gens comprennent les indices linguistiques, les pauses, les nuances culturelles et les diff\u00e9rentes significations des mots et des expressions.<\/p>\n

Aux d\u00e9buts de la mod\u00e9lisation linguistique informatique, l\u2019IA n\u2019\u00e9tait pas en mesure de suivre le rythme des textes g\u00e9n\u00e9r\u00e9s par l\u2019homme. Mais plus les donn\u00e9es d\u2019entra\u00eenement \u00e9taient affin\u00e9es, plus les algorithmes comprenaient le fonctionnement des conversations humaines. En 2020,\u00a0OpenAI<\/a>\u00a0a d\u00e9velopp\u00e9 le r\u00e9volutionnaire Generative Pre-trained Transformer 3\u00a0(GPT-3)<\/a>, un mod\u00e8le PNL qui utilise des r\u00e9seaux de neurones profonds pour atteindre des niveaux quasi humains de cat\u00e9gorisation des informations linguistiques.<\/p>\n

Cette fonctionnalit\u00e9 a permis \u00e0 l\u2019IA de traiter les informations comme le font les humains, ce qui a conduit \u00e0 des chatbots et des assistants num\u00e9riques plus naturels. Gr\u00e2ce aux mod\u00e8les NLP en constante \u00e9volution, les outils d\u2019IA peuvent d\u00e9sormais r\u00e9diger des articles pour imiter les journalistes humains et r\u00e9soudre les requ\u00eates ou demandes complexes des clients.<\/p>\n

Avantages de l'utilisation de la PNL pour le service client<\/span><\/h3>\n

Chatbots bas\u00e9s sur la PNL<\/h3>\n

Les clients attendent d\u00e9sormais une assistance 24h\/24 et 7j\/7 dans tous les secteurs, de la banque au commerce \u00e9lectronique en passant par la sant\u00e9. Pour r\u00e9pondre \u00e0 cette demande croissante, les entreprises d\u00e9veloppent rapidement des chatbots de service client reprogrammables. Ces outils peuvent r\u00e9pondre \u00e0 des requ\u00eates de base ainsi qu'ex\u00e9cuter des commandes, telles que la r\u00e9servation de rendez-vous ou de vols. De plus, ces chatbots peuvent \u00eatre form\u00e9s pour comprendre le jargon de l\u2019industrie et r\u00e9pondre aux questions et demandes sp\u00e9cifiques au secteur.<\/p>\n

Ces fonctionnalit\u00e9s permettent aux entreprises d'\u00e9conomiser sur les co\u00fbts de main-d'\u0153uvre et de recycler leurs agents humains pour qu'ils se concentrent sur une gestion de la relation client \u00e0 plus forte valeur ajout\u00e9e, ce qui peut r\u00e9duire l'\u00e9puisement professionnel des employ\u00e9s. Selon la soci\u00e9t\u00e9 d'\u00e9tudes de march\u00e9 Juniper Research, les investissements des particuliers sur le march\u00e9 mondial des chatbots devraient atteindre $142 milliards de dollars en 2017.\u00a02024<\/a>\u00a0contre seulement $2,8 milliards USD en 2019.<\/p>\n

Analyse opportune du sentiment des clients<\/h3>\n

L'analyse des sentiments ou exploration d'opinions est le processus d'identification et de cat\u00e9gorisation des \u00e9motions derri\u00e8re les textes pour \u00e9valuer la satisfaction et les commentaires des clients. Par exemple, une entreprise de fabrication de produits alimentaires peut souhaiter d\u00e9ployer des algorithmes NLP pour analyser les sites de m\u00e9dias sociaux, tels que Facebook et Twitter, afin de comprendre les sentiments des gens \u00e0 l'\u00e9gard de leurs nouveaux produits.<\/p>\n

Certains algorithmes peuvent m\u00eame recommander des produits connexes sur la base des commentaires d'une personne, et les robots peuvent \u00eatre form\u00e9s pour r\u00e9pondre en temps r\u00e9el aux commentaires ou plaintes n\u00e9gatifs. \u00catre capable de g\u00e9rer avec succ\u00e8s les sentiments des clients peut aider les entreprises \u00e0 \u00e9viter les pertes de r\u00e9putation, qui sont souvent plus difficiles \u00e0 surmonter que les pertes financi\u00e8res.<\/p>\n

Un marketing personnalis\u00e9 qui am\u00e9liore la gestion de la relation client<\/h3>\n

Les capacit\u00e9s NLP peuvent \u00e9galement \u00eatre exploit\u00e9es pour am\u00e9liorer l\u2019exp\u00e9rience client. La plupart des gens appr\u00e9cient les exp\u00e9riences personnalis\u00e9es qui ciblent leurs besoins. Par exemple, les acheteurs en ligne pourraient souhaiter disposer d\u2019un chatbot d\u2019achat num\u00e9rique qui puisse les aider \u00e0 d\u00e9cider quel produit ou service acheter. De plus, en analysant les m\u00e9dias sociaux, les mots-cl\u00e9s et le comportement de navigation, les sp\u00e9cialistes du marketing peuvent cr\u00e9er des campagnes hautement cibl\u00e9es, pertinentes et engageantes pour leurs clients cibles.<\/p>\n

L'analyse des mentions de marque peut \u00e9galement aider les sp\u00e9cialistes du marketing \u00e0 cibler les prospects et \u00e0 comprendre les tendances \u00e9mergentes. De cette fa\u00e7on, les clients peuvent avoir des pages de destination personnalis\u00e9es ou des produits s\u00e9lectionn\u00e9s sur leurs flux qui correspondent le mieux \u00e0 ce qu'ils recherchent et \u00e0 leurs donn\u00e9es d\u00e9mographiques. Bas\u00e9 sur un\u00a02022<\/a>\u00a0Selon une enqu\u00eate men\u00e9e par la soci\u00e9t\u00e9 de marketing Epsilon, 80 % des consommateurs attendent des exp\u00e9riences personnalis\u00e9es de la part des d\u00e9taillants.
\nD\u00e9fis et avenir de la PNL<\/span>
\nM\u00eame si la PNL s\u2019est consid\u00e9rablement am\u00e9lior\u00e9e au cours des cinq derni\u00e8res ann\u00e9es, elle pr\u00e9sente encore certaines limites. La principale difficult\u00e9 r\u00e9side dans le fait que les machines ne parviennent toujours pas \u00e0 perfectionner les signaux sociaux humains, tels que le sarcasme, l\u2019ironie ou la frustration. Les accents et les nuances culturelles constituent un autre d\u00e9fi, car les algorithmes tentent encore de comprendre comment un mot peut avoir plusieurs significations pour diff\u00e9rentes communaut\u00e9s.<\/p>\n

N\u00e9anmoins, les experts travaillent dur pour am\u00e9liorer les donn\u00e9es de formation des mod\u00e8les NLP, notamment en veillant \u00e0 ce que les machines soient capables d'identifier avec pr\u00e9cision les discours de haine afin de ne pas les utiliser. De plus, les algorithmes apprennent \u00e0 comprendre les concepts de haut niveau et la pens\u00e9e abstraite afin de suivre des conversations ouvertes.<\/p>\n

Comment AI Superior peut vous aider<\/span><\/h3>\n

Chez AI Superior, nous permettons aux entreprises de d\u00e9velopper et de mettre en \u0153uvre des solutions de bout en bout de PNL et d'intelligence artificielle, notamment\u00a0Chatbots bas\u00e9s sur la PNL<\/a>, et\u00a0outils d'analyse de donn\u00e9es sur les r\u00e9seaux sociaux<\/a>\u00a0pour am\u00e9liorer les processus de service client et faciliter les activit\u00e9s de marketing.<\/p>\n

Entrer en contact<\/a>\u00a0avec nous pour d\u00e9couvrir comment nous pouvons cr\u00e9er une solution sur mesure qui r\u00e9pond aux besoins de votre entreprise<\/p>","protected":false},"excerpt":{"rendered":"

Breakthroughs in technology that incorporate linguistics with artificial intelligence (AI) have paved the way for better human-machine communication. Think of how virtual assistants, like Apple\u2019s Siri and Google Assistant, have improved over the years \u2013 from starting out with following simple commands to calling businesses to set appointments. These achievements are made possible by natural […]<\/p>\n","protected":false},"featured_media":12169,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"categories":[17],"class_list":["post-12168","blog","type-blog","status-publish","has-post-thumbnail","hentry","category-nlp","blog_category-nlp"],"acf":[],"yoast_head":"\nHow NLP Can Be Used To Improve Customer Service: The Benefits Of An AI-Based Customer Service - aisuperior<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/aisuperior.com\/fr\/blog\/how-nlp-can-be-used-to-improve-customer-service-the-benefits-of-an-ai-based-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How NLP Can Be Used To Improve Customer Service: The Benefits Of An AI-Based Customer Service - aisuperior\" \/>\n<meta property=\"og:description\" content=\"Breakthroughs in technology that incorporate linguistics with artificial intelligence (AI) have paved the way for better human-machine communication. 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