{"id":779082,"date":"2025-03-13T16:02:33","date_gmt":"2025-03-13T15:02:33","guid":{"rendered":"https:\/\/www.capgemini.com\/fr-fr\/?post_type=press-release&#038;p=779082"},"modified":"2025-03-14T10:06:59","modified_gmt":"2025-03-14T09:06:59","slug":"ia-generative-et-agentique-transforme-le-service-client-en-un-levier-strategique-pour-les-entreprises","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/ia-generative-et-agentique-transforme-le-service-client-en-un-levier-strategique-pour-les-entreprises\/","title":{"rendered":"L&#8217;IA g\u00e9n\u00e9rative et agentique transforme le service client en un levier strat\u00e9gique pour les entreprises"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tL&#8217;IA g\u00e9n\u00e9rative et agentique transforme le service client en un levier strat\u00e9gique pour les entreprises\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\tAvec moins de la moiti\u00e9 des consommateurs satisfaits du service qu&#8217;ils re\u00e7oivent et seulement 16 % des agents satisfaits de leur travail, l&#8217;IA offre un potentiel de transformation majeur, bien que les clients restent attach\u00e9s au \u00ab facteur humain \u00bb.\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>mars 13, 2025<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-downloads\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/03_13_Capgemini-News-Alert_Customer-Service-Transformation-CRI-Report.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">T\u00e9l\u00e9charger le communiqu\u00e9 de presse en anglais<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">126 KB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/CRI_Customer-Service-Transformation_Infographic_V04-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">T\u00e9l\u00e9charger l&#039;infographie<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">2 MB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-brand-image\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"Logo de la marque\" \/>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p class=\"wp-block-paragraph\">Selon le dernier rapport du Capgemini Research Institute, l&#8217;IA g\u00e9n\u00e9rative (Gen AI) et agentique pourrait transformer le service client, essentiel pour la fid\u00e9lisation et la perception des marques. Moins de la moiti\u00e9 des consommateurs et seulement 16 % des agents sont satisfaits de l&#8217;exp\u00e9rience de service, ce qui cr\u00e9e une opportunit\u00e9 pour les entreprises d&#8217;am\u00e9liorer productivit\u00e9, r\u00e9activit\u00e9 et satisfaction. Les clients privil\u00e9gient n\u00e9anmoins l&#8217;empathie et la cr\u00e9ativit\u00e9 des agents humains, ce qui sugg\u00e8re que l&#8217;avenir du service client se trouve dans un mod\u00e8le hybride qui combine intelligence artificielle et interactions humaines.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Le rapport indique que 86 % des entreprises ont d\u00e9j\u00e0 adopt\u00e9, ou explorent, l&#8217;IA g\u00e9n\u00e9rative pour leurs services clients, et constatent des am\u00e9liorations en termes de r\u00e9solution rapide des probl\u00e8mes et de productivit\u00e9. Toutefois, moins de la moiti\u00e9 des entreprises se disent pr\u00eates \u00e0 offrir un service client enti\u00e8rement aliment\u00e9 par l&#8217;IA, ce qui souligne la n\u00e9cessit\u00e9 de repenser les mod\u00e8les op\u00e9rationnels et de moderniser les solutions num\u00e9riques pour tirer pleinement parti de ce potentiel.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<div class=\"wp-block-cg-blocks-cg-block-related-content\"><section class=\"relatedContentBlock\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"related-content-heading\">Autres publications<\/h2><\/div><\/div><div class=\"row relatedContent\"><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Lire la suite Les entreprises acc\u00e9l\u00e8rent leurs investissements dans l\u2019adaptation climatique, mais seules 15\u00a0% mesurent pleinement l\u2019impact financier des risques climatique\" href=\"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/les-entreprises-accelerent-leurs-investissements-dans-ladaptation-climatique-mais-seules-15-mesurent-pleinement-limpact-financier-des-risques-climatique\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Publications<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">Les entreprises acc\u00e9l\u00e8rent leurs investissements dans l\u2019adaptation climatique, mais seules 15\u00a0% mesurent pleinement l\u2019impact financier des risques climatique<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>sept. 16, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t<a class=\"link-download\" href=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/09\/09_16_Capgemini_A-World-in-Balance-5_FR.pdf\" aria-label=\"T\u00e9l\u00e9charger le communiqu\u00e9 de presse\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t<span>T\u00e9l\u00e9charger le communiqu\u00e9 de presse<\/span>\n\t\t\t\t\t\t\t<span>154 KB PDF<\/span>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Lire la suite Les entreprises acc\u00e9l\u00e8rent leurs investissements dans l\u2019adaptation climatique, mais seules 15\u00a0% mesurent pleinement l\u2019impact financier des risques climatique\" href=\"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/les-entreprises-accelerent-leurs-investissements-dans-ladaptation-climatique-mais-seules-15-mesurent-pleinement-limpact-financier-des-risques-climatique\/\">Lire la suite<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Lire la suite Les assureurs-vie sous pression : 42 % des consommateurs sont perplexes et peu convaincus par les offres propos\u00e9es\" href=\"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/les-assureurs-vie-sous-pression-42-des-consommateurs-sont-perplexes-et-peu-convaincus-par-les-offres-proposees\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Publications<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">Les assureurs-vie sous pression : 42 % des consommateurs sont perplexes et peu convaincus par les offres propos\u00e9es<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>sept. 10, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t<a class=\"link-download\" href=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/09\/09_10_Capgemini-Press-Release_World-Life-Insurance-Report-2027_FR.pdf\" aria-label=\"T\u00e9l\u00e9charger le communiqu\u00e9 de presse\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t<span>T\u00e9l\u00e9charger le communiqu\u00e9 de presse<\/span>\n\t\t\t\t\t\t\t<span>208 KB PDF<\/span>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Lire la suite Les assureurs-vie sous pression : 42 % des consommateurs sont perplexes et peu convaincus par les offres propos\u00e9es\" href=\"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/les-assureurs-vie-sous-pression-42-des-consommateurs-sont-perplexes-et-peu-convaincus-par-les-offres-proposees\/\">Lire la suite<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Lire la suite 91 % des entreprises fran\u00e7aises d\u00e9clarent subir des pertes financi\u00e8res li\u00e9es aux effets du changement climatique sur leur cha\u00eene d&#8217;approvisionnement li\u00e9es \u00e0 des \u00e9v\u00e9nements climatiques, mais 67 % manquent de donn\u00e9es fiables pour orienter leur strat\u00e9gie\" href=\"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/91-des-entreprises-francaises-declarent-subir-des-pertes-financieres-liees-aux-effets-du-changement-climatique-sur-leur-chaine-dapprovisionnement-liees-a-des-evenements-climatiques-mais-67-manque\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Publications<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">91 % des entreprises fran\u00e7aises d\u00e9clarent subir des pertes financi\u00e8res li\u00e9es aux effets du changement climatique sur leur cha\u00eene d&#8217;approvisionnement li\u00e9es \u00e0 des \u00e9v\u00e9nements climatiques, mais 67 % manquent de donn\u00e9es fiables pour orienter leur strat\u00e9gie<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>sept. 9, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t<a class=\"link-download\" href=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/09\/09_09_FR_Sweep-x-Capgemini_Sustainability-Report_Final.pdf\" aria-label=\"T\u00e9l\u00e9charger le communiqu\u00e9 de presse\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t<span>T\u00e9l\u00e9charger le communiqu\u00e9 de presse<\/span>\n\t\t\t\t\t\t\t<span>146 KB PDF<\/span>\n\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Lire la suite 91 % des entreprises fran\u00e7aises d\u00e9clarent subir des pertes financi\u00e8res li\u00e9es aux effets du changement climatique sur leur cha\u00eene d&#8217;approvisionnement li\u00e9es \u00e0 des \u00e9v\u00e9nements climatiques, mais 67 % manquent de donn\u00e9es fiables pour orienter leur strat\u00e9gie\" href=\"https:\/\/www.capgemini.com\/fr-fr\/actualites\/communiques-de-presse\/91-des-entreprises-francaises-declarent-subir-des-pertes-financieres-liees-aux-effets-du-changement-climatique-sur-leur-chaine-dapprovisionnement-liees-a-des-evenements-climatiques-mais-67-manque\/\">Lire la suite<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><\/div><\/div><\/section><\/div>","protected":false},"excerpt":{"rendered":"<p>Ce dernier rapport souligne que l\u2019IA g\u00e9n\u00e9rative et agentique constituent un levier essentiel pour les entreprises et permettent une transformation majeure du service client, d\u00e9sormais per\u00e7u comme un moteur de valeur strat\u00e9gique.<\/p>\n","protected":false},"author":208,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[21,46,41],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":true,"footnotes":"","related_resource_url":"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/03_13_Capgemini-News-Alert_Customer-Service-Transformation-CRI-Report.pdf","related_resource_id":1000001110332,"related_resource_size":"126 KB","related_resource_type":"pdf","cg_author":0,"featured_focal_points":""},"tags":[193,174],"press-release-type":[87],"brand":[368],"class_list":["post-779082","press-release","type-press-release","status-publish","hentry","tag-customer-experience","tag-ia-et-data","press-release-type-publications","brand-capgemini-research-institute"],"yoast_head":"<!-- This site is optimized with the 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