{"id":115422,"date":"2025-03-19T14:49:43","date_gmt":"2025-03-19T13:49:43","guid":{"rendered":"https:\/\/www.retaildetail.be\/?p=115422"},"modified":"2025-03-19T14:49:45","modified_gmt":"2025-03-19T13:49:45","slug":"tous-les-detaillants-commenceront-bientot-a-utiliser-des-agents-dia","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/fr\/news\/food\/tous-les-detaillants-commenceront-bientot-a-utiliser-des-agents-dia\/","title":{"rendered":"\u00ab Tous les d\u00e9taillants commenceront bient\u00f4t \u00e0 utiliser des agents d’IA \u00bb"},"content":{"rendered":"\n

XXL Nutrition<\/strong>, le sp\u00e9cialiste des compl\u00e9ments alimentaires de haute qualit\u00e9 pour les sportifs professionnels et amateurs, automatise son service client gr\u00e2ce aux outils d’IA de CM.com<\/strong> : apr\u00e8s les chatbots intelligents, c’est l’\u00e8re des agents d’IA qui s’ouvre.<\/p>\n\n\n\n

Am\u00e9liorer le service \u00e0 la client\u00e8le gr\u00e2ce \u00e0 l’IA<\/h2>\n\n\n\n

De plus en plus de personnes se sont mises \u00e0 faire de l’exercice depuis les confinements, ce qui a entra\u00een\u00e9 une hausse de la demande de produits nutritionnels personnalis\u00e9s. En cons\u00e9quence, XXL Nutrition a connu une croissance rapide ces derni\u00e8res ann\u00e9es : le plus grand fournisseur d’aliments et de compl\u00e9ments alimentaires pour sportifs du Benelux vend par l’interm\u00e9diaire de partenaires d\u00e9taillants ainsi que directement aux consommateurs, et il est d\u00e9sormais \u00e9galement actif en Allemagne. Le potentiel de croissance est important, mais pour y faire face, l’entreprise avait besoin de nouveaux outils plus performants dans le domaine du service \u00e0 la client\u00e8le.<\/p>\n\n\n\n

XXL Nutrition a donc commenc\u00e9 \u00e0 travailler avec Mobile Service Cloud, la solution de service \u00e0 la client\u00e8le de CM.com, le leader du march\u00e9 du Benelux en mati\u00e8re de logiciels conversationnels pilot\u00e9s par l’IA, explique Jurgen Verheijen, responsable marketing de CM.com. \u00ab Nous avons \u00e9tendu cette solution pour eux en y ajoutant des capacit\u00e9s d’IA. \u00bb<\/p>\n\n\n\n

Assistant virtuel<\/h2>\n\n\n\n

Un assistant IA interne facilite le travail des employ\u00e9s : lorsqu’un client pose une question, l’assistant IA r\u00e9sume la conversation et propose d\u00e9j\u00e0 des r\u00e9ponses ou des conseils. Les collaborateurs du service client deviennent ainsi de v\u00e9ritables conseillers en nutrition sportive.<\/p>\n\n\n\n

\u00ab Nous avons \u00e9galement utilis\u00e9 l’IA pour mettre en place un chatbot : l’employ\u00e9 virtuel RenAI, nomm\u00e9 d’apr\u00e8s le fondateur Ren\u00e9 van der Zel. Ce chatbot peut r\u00e9pondre \u00e0 des questions sur les produits, l’\u00e9tat des commandes et des livraisons, ou les retours, par exemple. \u00bb Un tel chatbot n\u00e9cessite \u00e9videmment des donn\u00e9es et des tests approfondis avant d’\u00eatre mis en service. \u00ab La plupart des r\u00e9ponses \u00e9taient tr\u00e8s bonnes, mais des informations suppl\u00e9mentaires \u00e9taient encore n\u00e9cessaires de temps en temps. \u00bb Les le\u00e7ons que XXL Nutrition a tir\u00e9es de cette exp\u00e9rience seront partag\u00e9es lors du congr\u00e8s Omnichannel & E-Commerce de RetailDetail, le 27 mars.<\/p>\n\n\n\n

\u00ab De l’IA g\u00e9n\u00e9rative \u00e0 l’IA agentique \u00bb<\/h2>\n\n\n\n

\u00ab Nous allons maintenant plus loin : nous avons r\u00e9cemment lanc\u00e9 un agent d’IA avec CM.com, HALO. Nous passons ainsi de l’IA g\u00e9n\u00e9rative \u00e0 l’IA agentique \u00bb, explique M. Verheijen. \u00ab Il s’agit de l’intelligence artificielle de la prochaine g\u00e9n\u00e9ration. L’IA g\u00e9n\u00e9rative g\u00e9n\u00e8re des r\u00e9sultats bas\u00e9s sur les donn\u00e9es que vous avez saisies, comme le fait ChatGPT. Cela permet d’obtenir de bonnes r\u00e9ponses, mais l’IA agentique va plus loin : un tel agent peut \u00e9galement effectuer des t\u00e2ches, par exemple utiliser certains outils. \u00bb<\/p>\n\n\n\n

Vous indiquez au chatbot dans quels documents il peut trouver la politique de retour, dans quel outil il peut v\u00e9rifier les commandes. \u00c0 partir de l\u00e0, l’agent peut extraire des informations de mani\u00e8re autonome. \u00ab Si un client s’enquiert de l’\u00e9tat de sa commande, cet agent peut trouver la commande en se basant sur l’adresse \u00e9lectronique, par exemple. Si le client souhaite annuler sa commande, l’agent d’IA peut l’ex\u00e9cuter \u00bb.<\/p>\n\n\n\n

La prochaine vague<\/h2>\n\n\n\n

\u00ab Il s’agit de la prochaine vague d’automatisation. De nombreuses entreprises am\u00e9ricaines travaillent d\u00e9j\u00e0 sur l’IA agentique. En Europe, CM.com est un pr\u00e9curseur. Il y a maintenant les premiers petits cas. XXL sera l’un d’entre eux. Chaque r\u00f4le au sein d’une organisation commencera bient\u00f4t \u00e0 utiliser un agent d’IA pour automatiser de nombreuses t\u00e2ches r\u00e9p\u00e9titives ou moins amusantes \u00bb, explique M. Verheijen.<\/p>\n\n\n\n

D\u00e9couvrez comment les d\u00e9taillants peuvent commencer \u00e0 utiliser l’IA g\u00e9n\u00e9rative et agentique ? Lors du congr\u00e8s Omnichannel & E-Commerce de RetailDetail, le 27 mars \u00e0 Anvers, Bram van de Loo de XXL Nutrition et Max Goudsmet de CM.com partageront leurs exp\u00e9riences. Des intervenants de Bol, Decathlon, Kruidvat, Tom & Co, Torfs et Wero prendront \u00e9galement la parole ce jour-l\u00e0. Cliquez sur le bouton ci-dessous pour obtenir plus d’informations et des billets.<\/p>\n\n\n\n

\n
Je participe au congr\u00e8s Omnichannel & E-Commerce le 27 mars<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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