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- W2113044905 abstract "Alors que les taux de conversion sur les sites marchands sontfaibles, que l’experience d’achat en ligne est souvent percuecomme manquant de chaleur humaine et que les servicesconsommateurs croulent sous les demandes d’informationset les reclamations, une solution existe. Elle consiste a inte-grer un Agent Virtuel Intelligent (AVI) aux autres canaux dela relation client. Un bilan critique de la performance desAVI est d’abord effectue. Ces agents presentent des quali-tes liees aux progres technologiques mais restent cependantperfectibles. Compte tenu de ce bilan, les atouts des AVI enmatiere de relation client – notamment leur influence sur lesreponses des consommateurs, leur role dans l’humanisationdu site et l’amelioration de la qualite de service, leur inte-gration dans le dispositif multicanal et la maitrise des coutsoperationnels de relation client – sont ensuite discutes." @default.
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- W2113044905 date "2012-03-01" @default.
- W2113044905 modified "2023-09-30" @default.
- W2113044905 title " Les agents virtuels intelligents : quels atouts pour la relation client ?" @default.
- W2113044905 doi "https://doi.org/10.7193/dm.065.45.56" @default.
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