{"id":151305,"date":"2026-07-07T17:40:42","date_gmt":"2026-07-07T15:40:42","guid":{"rendered":"https:\/\/www.retaildetail.be\/?p=151305"},"modified":"2026-07-07T17:40:43","modified_gmt":"2026-07-07T15:40:43","slug":"leroy-merlin-forme-ses-vendeurs-grace-a-lia","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/fr\/news\/bricolage-jardin\/leroy-merlin-forme-ses-vendeurs-grace-a-lia\/","title":{"rendered":"Leroy Merlin forme ses vendeurs gr\u00e2ce \u00e0 l’IA"},"content":{"rendered":"\n

Leroy Merlin<\/strong> France utilise un chatbot bas\u00e9 sur l’IA pour former ses vendeurs \u00e0 l’aide de conversations r\u00e9alistes avec les clients. Cet outil, baptis\u00e9 Pocket Coach, a d\u00e9j\u00e0 \u00e9t\u00e9 test\u00e9 pendant quatre mois dans le cadre d’un projet pilote men\u00e9 dans huit magasins et, selon l’enseigne, il a permis de renforcer la confiance des \u00e9quipes, d’am\u00e9liorer les r\u00e9sultats commerciaux et d’accro\u00eetre la satisfaction des clients.<\/p>\n\n\n\n

Les comp\u00e9tences deviennent rapidement obsol\u00e8tes<\/h2>\n\n\n\n

Pour Isma Hadjersi, directrice des ventes de Leroy Merlin France, ce n\u2019est pas tant la technologie qui prime, mais bien les personnes. Selon elle, le plus grand d\u00e9fi aujourd\u2019hui r\u00e9side dans l\u2019obsolescence rapide des comp\u00e9tences. Les produits, leur utilisation, les attentes des clients et la technologie \u00e9voluent si vite que les vendeurs doivent sans cesse actualiser leurs connaissances<\/a>, a d\u00e9clar\u00e9 Hadjersi lors du congr\u00e8s Connect Lille.<\/p>\n\n\n\n

Les formations classiques ne suffisent pas toujours, car elles sont trop peu adapt\u00e9es aux situations concr\u00e8tes en magasin et n\u2019offrent pas un accompagnement continu. C\u2019est pourquoi Leroy Merlin a cherch\u00e9 une solution capable d\u2019accompagner les vendeurs en continu sur leur lieu de travail.<\/p>\n\n\n\n

Coaching via le smartphone<\/h2>\n\n\n\n

Pocket Coach est install\u00e9e sur le smartphone professionnel des collaborateurs et devrait, \u00e0 terme, \u00eatre mise \u00e0 la disposition des 9 200 conseillers de vente de Leroy Merlin France. L\u2019application fonctionne \u00e0 l\u2019aide de simulations vocales : l\u2019IA incarne un client qui recherche un produit, h\u00e9site, \u00e9met des objections ou a besoin de conseils.<\/p>\n\n\n\n

Une fois l\u2019entretien termin\u00e9, le r\u00f4le de l\u2019IA \u00e9volue. \u00ab Elle joue le r\u00f4le du client, mais aussi celui d\u2019un coach qui fournit un retour d\u2019information ultra-personnalis\u00e9 et tr\u00e8s bienveillant, et aide nos collaborateurs \u00e0 d\u00e9velopper leurs comp\u00e9tences. \u00bb L\u2019outil \u00e9value non seulement la connaissance des produits, mais aussi l\u2019attitude commerciale, la qualit\u00e9 des questions, la pertinence des arguments, la capacit\u00e9 \u00e0 cr\u00e9er de la valeur et \u00e0 proposer des ventes additionnelles.<\/p>\n\n\n\n

De la formation aux \u00ab Twins \u00bb<\/h2>\n\n\n\n

Pour Leroy Merlin, le projet ne s\u2019arr\u00eate pas \u00e0 la formation. Chaque simulation g\u00e9n\u00e8re de nouvelles donn\u00e9es, et le d\u00e9taillant souhaite, \u00e0 terme, exploiter ces connaissances \u00e0 plus grande \u00e9chelle. \u00ab Nous disposons aujourd\u2019hui d\u2019un actif incorporel \u00e0 port\u00e9e de main : les connaissances de nos 9 200 collaborateurs. Pour nous, c\u2019est un tr\u00e9sor sur lequel nous travaillons actuellement pour construire l\u2019IA de demain. \u00bb<\/p>\n\n\n\n

Ces donn\u00e9es doivent d\u00e9boucher sur \u00ab Twins \u00bb, la prochaine \u00e9tape du projet. Aujourd\u2019hui, l\u2019ensemble de donn\u00e9es se limite encore en grande partie aux quelque 300 collaborateurs de la phase de test, mais un d\u00e9ploiement national pr\u00e9vu d\u2019ici la fin de l\u2019ann\u00e9e devrait l\u2019\u00e9largir consid\u00e9rablement. <\/p>\n\n\n\n

Leroy Merlin consid\u00e8re Twins comme un assistant qui aide les vendeurs dans leur travail lorsqu\u2019ils sont confront\u00e9s \u00e0 des questions plus complexes ou plus pointues : \u00ab Toutes ces donn\u00e9es alimenteront l\u2019ensemble pour cr\u00e9er ce que nous avons appel\u00e9 Twins, le double virtuel, le compagnon virtuel au quotidien de nos collaborateurs. \u00bb <\/p>\n","protected":false},"excerpt":{"rendered":"

Leroy Merlin France utilise un chatbot bas\u00e9 sur l’IA pour former ses vendeurs \u00e0 l’aide de conversations r\u00e9alistes avec les clients. Cet outil, baptis\u00e9 Pocket Coach, a d\u00e9j\u00e0 \u00e9t\u00e9 test\u00e9 pendant quatre mois dans le cadre d’un projet pilote men\u00e9 dans huit magasins et, selon l’enseigne, il a permis de renforcer la confiance des \u00e9quipes, d’am\u00e9liorer les r\u00e9sultats commerciaux et d’accro\u00eetre la satisfaction des clients.<\/p>\n","protected":false},"author":5,"featured_media":151306,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[26,16],"tags":[1467,1263],"people":[],"extra":[43],"company":[1908],"topic":[649],"region":[342],"class_list":["post-151305","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bricolage-jardin","category-doe-het-zelf-tuin","tag-artificiele-intelligentie","tag-opleiding","extra-plus","company-leroy-merlin","topic-ressources-humaines","region-france"],"acf":[],"yoast_head":"\nLeroy Merlin forme ses vendeurs gr\u00e2ce \u00e0 l'IA - RetailDetail BE<\/title>\n<meta name=\"description\" content=\"Leroy Merlin France utilise un chatbot bas\u00e9 sur l'IA pour former ses vendeurs \u00e0 l'aide de conversations r\u00e9alistes avec les clients.\" 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