2023-12-13 00:06:36
“Hello, I’m Louis, your virtual assistant. I am here to guide you”, announces with a smiley the small window which has just opened on the Air France application. There are hundreds of artificial intelligences (AI) personified like Louis on the Web. There is Théo from Cdiscount, Ludo from Monalbumphoto, Gabi at Lush, Isaac for Devialet and even Miss MAAF at the insurer. With or without a photo, they receive questions from customers, 24 hours a day, seven days a week. With varying degrees of success.
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“Chatbots have existed for a long time, but until recently they made it possible to answer very targeted questions,” explains Jean-Pierre Giannetti, vice-president of Zendesk France, a platform specializing in customer experience. They relied on simple algorithms and often did not keep the customer satisfied. But things are changing completely. »
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