{"id":4518,"date":"2022-04-15T12:24:12","date_gmt":"2022-04-15T12:24:12","guid":{"rendered":"https:\/\/cronos-public-services.be\/le-chatbot-mon-partena-couvre-80-des-questions-des-clients\/"},"modified":"2022-04-15T12:36:11","modified_gmt":"2022-04-15T12:36:11","slug":"le-chatbot-mon-partena-couvre-80-des-questions-des-clients","status":"publish","type":"post","link":"https:\/\/cronos-public-services.be\/fr\/le-chatbot-mon-partena-couvre-80-des-questions-des-clients\/","title":{"rendered":"Le chatbot \u00ab\u00a0Mon-Partena\u00a0\u00bb couvre 80\u00a0% des questions des clients"},"content":{"rendered":"

Depuis le 1er\u00a0novembre\u00a02018, la caisse d’assurance maladie Partena utilise un agent conversationnel, aussi appel\u00e9 chatbot, dans le cadre de son service client\u00e8le. Les clients peuvent poser une question au conseiller virtuel \u00e0 tout moment sur le site Web via \u00ab\u00a0Mon-Partena\u00a0\u00bb et obtenir une r\u00e9ponse imm\u00e9diate. Le chatbot est disponible 24h\/24 et 7j\/7. Vous vous demandez parfois si votre assurance est la bonne lorsque vous partez en vacances\u00a0? O\u00f9 trouver le dossier de vos enfants\u00a0? Et que faire si vous avez oubli\u00e9 votre mot de passe\u00a0? En plus de r\u00e9pondre \u00e0 ces questions, le chatbot peut aussi \u00e9tablir le dialogue. Par exemple, si un client de Partena demande\u00a0: \u00ab\u00a0Quand sera effectu\u00e9 mon remboursement\u00a0?\u00a0\u00bb le chatbot lui demandera quand sa note de maladie a \u00e9t\u00e9 envoy\u00e9e et lui donnera alors la date pr\u00e9vue du remboursement.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

<\/div>

<\/div>

Session en direct<\/strong><\/p>\n

Le robot est form\u00e9 afin de pouvoir r\u00e9pondre \u00e0 80\u00a0% des questions. S’il n’a pas la r\u00e9ponse, le client peut prendre part \u00e0 une session en direct avec l’un des employ\u00e9s du service client\u00e8le.\u00a0 Chaque session se termine par un bref questionnaire sur le service. Les r\u00e9ponses ont montr\u00e9 que l’approche directe, rapide et pr\u00e9cise du chatbot est tr\u00e8s appr\u00e9ci\u00e9e.<\/p>\n

Toujours \u00e0 jour<\/strong><\/p>\n

Michiel Vandendriessche – Managing Partner d’Oswald (De Cronos Groep) \u2013 en explique le fonctionnement\u00a0:<\/p>\n

\u00ab\u00a0L’avantage du chatbot Oswald est que les collaborateurs de Partena peuvent d\u00e9sormais travailler avec la plateforme. En d’autres termes, le service client\u00e8le g\u00e8re le chatbot lui-m\u00eame. Cela signifie qu’ils peuvent l’adapter, l’agrandir et le suivre par eux-m\u00eames. Le chatbot fonctionne sur la base de la banque de connaissances existante de Partena. En compl\u00e9ment, des ajustements quotidiens doivent \u00eatre faits et de nouvelles r\u00e9ponses doivent \u00eatre formul\u00e9es, afin que le chatbot apprenne chaque jour et que le ratio questions-r\u00e9ponses reste \u00e0 jour. Pour ce faire, ils \u00e9tablissent un lien entre la question pos\u00e9e par le client et la bonne r\u00e9ponse, ce qui permet de poursuivre la conversation. C’est l’entra\u00eenement quotidien du chatbot.\u00a0\u00bb <\/em><\/p>\n

Steve De Veirman \u2013 Digital Transformation Manager \u2013 expose les raisons de leur choix pour Cronos Public Services et Oswald\u00a0:\u00a0<\/em><\/p>\n

\u00ab\u00a0Nous avons choisi cette solution tr\u00e8s sp\u00e9cifiquement parce qu’un lien peut \u00eatre fait avec la base de connaissances existante. La FAQ du centre de contact est maintenue et mod\u00e9r\u00e9e dans cette base de connaissances. Cela signifie que le chatbot n’a pas \u00e9t\u00e9 construit \u00ab\u00a0stand alone\u00a0\u00bb et que nous n’avons pas eu \u00e0 partir de z\u00e9ro dans notre strat\u00e9gie en ligne. Cela permet \u00e9galement de s’assurer de la qualit\u00e9 des r\u00e9ponses. Oswald est la seule solution qui permettait cela. Cronos Public Services est notre fournisseur maison quand il s\u2019agit d’innovation. Pour moi, pour Partena, ils sont l’\u0153il des nouvelles technologies. Aussi bien en strat\u00e9gie business qu\u2019en applications techniques.\u00a0\u00bb <\/em><\/p>\n

Des canaux physiques aux canaux num\u00e9riques<\/strong><\/p>\n

Le chatbot est l’exemple ultime de la transformation des canaux physiques en canaux num\u00e9riques.<\/p>\n

Steve donne plus de d\u00e9tails\u00a0:<\/p>\n

\u00ab\u00a0Dans le pass\u00e9, toutes les communications se faisaient par l’interm\u00e9diaire du centre de contact et du personnel d’accueil de nos bureaux. Nous voulons faire encore plus dans le domaine de la communication num\u00e9rique. D\u00e8s le d\u00e9but du lancement du chatbot, nous avons constat\u00e9 une diminution importante du nombre de mails, d’appels t\u00e9l\u00e9phoniques entrants et de visites physiques dans nos bureaux. Une situation comparable \u00e0 un webcare en plein essor\u00a0: le chat en direct et WhatsApp. En l’espace de six mois, le robot a effectu\u00e9 70\u00a0000 conversations et nos employ\u00e9s n’ont r\u00e9pondu qu’\u00e0 2\u00a0500 communications. En d’autres termes, le chatbot prend le relais de notre centre de contact pour 4\u00a0000 conversations en moyenne par mois.\u00a0\u00bb\u00a0 <\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"

Depuis le 1er\u00a0novembre\u00a02018, la caisse d’assurance maladie Partena utilise un agent conversationnel, aussi appel\u00e9 chatbot, dans le cadre de son service client\u00e8le. Les clients peuvent poser une question au conseiller virtuel \u00e0 tout moment sur le site Web via \u00ab\u00a0Mon-Partena\u00a0\u00bb et obtenir une r\u00e9ponse imm\u00e9diate.<\/p>\n","protected":false},"author":8,"featured_media":4009,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[47],"tags":[],"class_list":["post-4518","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-innovation"],"acf":[],"yoast_head":"\nLe chatbot \u00ab\u00a0Mon-Partena\u00a0\u00bb couvre 80\u00a0% des questions des clients - Cronos Public Services<\/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:\/\/cronos-public-services.be\/fr\/le-chatbot-mon-partena-couvre-80-des-questions-des-clients\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le chatbot \u00ab\u00a0Mon-Partena\u00a0\u00bb couvre 80\u00a0% des questions des clients - Cronos Public Services\" \/>\n<meta property=\"og:description\" content=\"Depuis le 1er\u00a0novembre\u00a02018, la caisse d'assurance maladie Partena utilise un agent conversationnel, aussi appel\u00e9 chatbot, dans le cadre de son service client\u00e8le. 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