{"id":12151,"date":"2025-11-26T09:26:51","date_gmt":"2025-11-26T14:26:51","guid":{"rendered":"https:\/\/www.cofomo.com\/?p=12151"},"modified":"2025-12-04T12:17:12","modified_gmt":"2025-12-04T17:17:12","slug":"agentic-ai-how-to-unlock-operational-efficiency-and-customer-experience","status":"publish","type":"post","link":"https:\/\/old.cofomo.com\/fr\/perspectives\/agentic-ai-how-to-unlock-operational-efficiency-and-customer-experience\/","title":{"rendered":"L\u2019IA agentique : une nouvelle \u00e8re pour l\u2019efficacit\u00e9 op\u00e9rationnelle et l&rsquo;exp\u00e9rience client."},"content":{"rendered":"\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\" style=\"padding-bottom:var(--wp--preset--spacing--20)\"><strong>Par : Sarah Legendre Bilodeau, Premi\u00e8re vice-pr\u00e9sidente, Groupe conseil, intelligence artificielle \u2013 Videns, propuls\u00e9e par Cofomo<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"padding-bottom:0\">Un nouveau levier s\u2019impose au c\u0153ur des strat\u00e9gies d\u2019innovation des entreprises : l&rsquo;IA agentique. Bien que le concept puisse sembler abstrait pour certains, son potentiel pour les organisations est immense. Lors de l\u2019\u00e9v\u00e9nement <em>Les Affaires \u2013 IA au service des entreprises<\/em>, j\u2019ai eu l\u2019occasion d\u2019expliquer pourquoi cette technologie suscite autant d\u2019int\u00e9r\u00eat\u2026 et autant de questions.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-8a7e607\" data-block-id=\"8a7e607\"><style>.stk-8a7e607 {height:20px !important;}<\/style><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Pourquoi l&rsquo;IA agentique change la donne ?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"padding-bottom:0\">Contrairement \u00e0 un mod\u00e8le d\u2019IA traditionnel qui op\u00e8re une t\u00e2che unique, l\u2019IA agentique agit comme un syst\u00e8me compos\u00e9 de plusieurs \u201cagents\u201d sp\u00e9cialis\u00e9s, capables de collaborer pour prendre en charge un processus complet, de bout en bout.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Imaginez par exemple : un processus de r\u00e9clamation dans le secteur bancaire ou assurance, o\u00f9 le client contacte l\u2019entreprise et o\u00f9 un agent IA r\u00e9pond en langage naturel, collecte l\u2019information requise, v\u00e9rifie la l\u00e9gitimit\u00e9 de la demande dans diff\u00e9rents syst\u00e8mes, applique les politiques internes, et revient au client avec une d\u00e9cision finale. Ce n\u2019est pas de la magie : c\u2019est une orchestration intelligente de plusieurs briques technologiques. On parle d\u2019un syst\u00e8me capable de comprendre, analyser, d\u00e9cider et agir, sans intervention humaine ou avec une supervision minimale.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-79043ca\" data-block-id=\"79043ca\"><style>.stk-79043ca {height:20px !important;}<\/style><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>De l&rsquo;automatisation \u00e0 l&rsquo;autonomie : ce que l&rsquo;IA agentique rend possible.<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"padding-bottom:0\">Deux objectifs dominent aujourd\u2019hui dans toutes les organisations : accro\u00eetre la productivit\u00e9 et am\u00e9liorer l\u2019exp\u00e9rience client. L\u2019IA agentique permet d\u2019agir sur ces deux fronts.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">1. <strong>Une productivit\u00e9 accrue.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les processus manuels sont lents, co\u00fbteux, et mobilisent des ressources rares.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019IA agentique permet de :<\/p>\n\n\n\n<ul class=\"wp-block-list orange\">\n<li>traiter plus de demandes en moins de temps,<\/li>\n\n\n\n<li>r\u00e9duire les d\u00e9lais de traitement,<\/li>\n\n\n\n<li>standardiser les d\u00e9cisions,<\/li>\n\n\n\n<li>automatiser les t\u00e2ches r\u00e9p\u00e9titives.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">2. <strong>Une exp\u00e9rience client am\u00e9lior\u00e9e.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les clients veulent des r\u00e9ponses rapides et coh\u00e9rentes, 24\/7. Gr\u00e2ce \u00e0 l\u2019agentique, c\u2019est possible et souvent plus rapidement qu\u2019avec des processus traditionnels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. <strong>Une disponibilit\u00e9 continue.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-63b20e2\" data-block-id=\"63b20e2\"><style>.stk-63b20e2 {height:20px !important;}<\/style><\/div>\n\n\n\n<blockquote class=\"wp-block-stackable-blockquote stk-block-blockquote stk-block stk-372e7be is-style-default\" data-v=\"2\" data-block-id=\"372e7be\"><div class=\"has-text-align-left stk-block-blockquote__content stk-container stk-372e7be-container stk-hover-parent\"><div class=\"stk-block-content stk-inner-blocks\">\n<div class=\"wp-block-stackable-icon stk-block-icon stk-block stk-7bcc65c\" data-block-id=\"7bcc65c\"><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg style=\"height:0;width:0\"><defs><linearGradient id=\"linear-gradient-7bcc65c\" x1=\"0\" x2=\"100%\" y1=\"0\" y2=\"0\"><stop offset=\"0%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-7-bcc-65-c-color-1)\"><\/stop><stop offset=\"100%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-7-bcc-65-c-color-2)\"><\/stop><\/linearGradient><\/defs><\/svg><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 50 50\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path d=\"M19.8 9.3C10.5 11.8 4.6 17 2.1 24.8c2.3-3.6 5.6-5.4 9.9-5.4 3.3 0 6 1.1 8.3 3.3 2.2 2.2 3.4 5 3.4 8.3 0 3.2-1.1 5.8-3.3 8-2.2 2.2-5.1 3.2-8.7 3.2-3.7 0-6.5-1.2-8.6-3.5C1 36.3 0 33.1 0 29 0 18.3 6.5 11.2 19.6 7.9l.2 1.4zm26.4 0C36.9 11.9 31 17 28.5 24.8c2.2-3.6 5.5-5.4 9.8-5.4 3.2 0 6 1.1 8.3 3.2 2.3 2.2 3.4 4.9 3.4 8.3 0 3.1-1.1 5.8-3.3 7.9-2.2 2.2-5.1 3.3-8.6 3.3-3.7 0-6.6-1.1-8.6-3.4-2.1-2.3-3.1-5.5-3.1-9.7 0-10.7 6.6-17.8 19.7-21.1l.1 1.4z\"><\/path><\/svg><\/div><\/span><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-dd320d4\" data-block-id=\"dd320d4\"><style>.stk-dd320d4 .stk-block-text__text{font-size:29px !important;}@media screen and (max-width: 1023px){.stk-dd320d4 .stk-block-text__text{font-size:29px !important;}}<\/style><p class=\"stk-block-text__text\"><strong>Les agents IA n\u2019ont pas d\u2019horaires ni de contraintes humaines.<\/strong><\/p><\/div>\n<\/div><\/div><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Les agents IA offrent un service constant, ce qui est particuli\u00e8rement pr\u00e9cieux dans les environnements \u00e0 volume \u00e9lev\u00e9 d\u2019appels ou de demandes.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-a1d2f32\" data-block-id=\"a1d2f32\"><style>.stk-a1d2f32 {height:20px !important;}<\/style><\/div>\n\n\n\n<div class=\"wp-block-stackable-image-box stk-block-image-box stk-hover-parent stk-block stk-1dfa979 is-style-default\" data-block-id=\"1dfa979\"><div class=\"stk-block-content stk-inner-blocks has-text-align-center stk-row stk-block-image-box__content\">\n<div class=\"wp-block-stackable-image stk-block-image stk-block stk-c43590b\" data-block-id=\"c43590b\"><style>.stk-c43590b .stk-img-wrapper{height:350px !important;}:where(.stk-hover-parent:hover,  .stk-hover-parent.stk--is-hovered) .stk-c43590b .stk-img-wrapper::after{background-color:#000000B3 !important;}<\/style><figure><span class=\"stk-img-wrapper stk-image--shape-stretch\"><img loading=\"lazy\" decoding=\"async\" class=\"stk-img wp-image-12185\" src=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Image-44-2.jpg\" width=\"831\" height=\"557\" srcset=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Image-44-2.jpg 831w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Image-44-2-300x201.jpg 300w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Image-44-2-768x515.jpg 768w\" sizes=\"auto, (max-width: 831px) 100vw, 831px\" \/><\/span><\/figure><\/div>\n\n\n\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-6134a89\" data-v=\"4\" data-block-id=\"6134a89\"><style>.stk-6134a89 {align-items:center !important;display:flex !important;}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-6134a89-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-6134a89-inner-blocks\">\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-ac89c34\" data-block-id=\"ac89c34\"><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Les d\u00e9fis de mise en \u0153uvre : entre complexit\u00e9 technologique et maturit\u00e9 organisationnelle<\/strong>.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"padding-bottom:0\">La promesse est grande, mais la route pour y parvenir l\u2019est tout autant. Avant d\u2019en r\u00e9colter les b\u00e9n\u00e9fices, les entreprises doivent naviguer entre contraintes technologiques, structures h\u00e9rit\u00e9es et transformation culturelle. Ce parcours demande vision, rigueur et une solide capacit\u00e9 d\u2019adaptation.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Des entreprises rarement \u201cnatives num\u00e9riques\u201d<\/strong>.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Dans plusieurs secteurs du manufacturier \u00e0 l\u2019\u00e9ducation et m\u00eame en haute technologie, les syst\u00e8mes sont h\u00e9t\u00e9rog\u00e8nes, parfois vieillissants, et peu int\u00e9gr\u00e9s. Les donn\u00e9es sont dispers\u00e9es, mal gouvern\u00e9es, ou difficiles d\u2019acc\u00e8s.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-4d7c8a1\" data-block-id=\"4d7c8a1\"><style>.stk-4d7c8a1 {height:20px !important;}<\/style><\/div>\n\n\n\n<blockquote class=\"wp-block-stackable-blockquote stk-block-blockquote stk-block stk-6c6d64d is-style-default\" data-v=\"2\" data-block-id=\"6c6d64d\"><div class=\"has-text-align-left stk-block-blockquote__content stk-container stk-6c6d64d-container stk-hover-parent\"><div class=\"stk-block-content stk-inner-blocks\">\n<div class=\"wp-block-stackable-icon stk-block-icon stk-block stk-4430411\" data-block-id=\"4430411\"><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg style=\"height:0;width:0\"><defs><linearGradient id=\"linear-gradient-4430411\" x1=\"0\" x2=\"100%\" y1=\"0\" y2=\"0\"><stop offset=\"0%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-4430411-color-1)\"><\/stop><stop offset=\"100%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-4430411-color-2)\"><\/stop><\/linearGradient><\/defs><\/svg><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 50 50\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path d=\"M19.8 9.3C10.5 11.8 4.6 17 2.1 24.8c2.3-3.6 5.6-5.4 9.9-5.4 3.3 0 6 1.1 8.3 3.3 2.2 2.2 3.4 5 3.4 8.3 0 3.2-1.1 5.8-3.3 8-2.2 2.2-5.1 3.2-8.7 3.2-3.7 0-6.5-1.2-8.6-3.5C1 36.3 0 33.1 0 29 0 18.3 6.5 11.2 19.6 7.9l.2 1.4zm26.4 0C36.9 11.9 31 17 28.5 24.8c2.2-3.6 5.5-5.4 9.8-5.4 3.2 0 6 1.1 8.3 3.2 2.3 2.2 3.4 4.9 3.4 8.3 0 3.1-1.1 5.8-3.3 7.9-2.2 2.2-5.1 3.3-8.6 3.3-3.7 0-6.6-1.1-8.6-3.4-2.1-2.3-3.1-5.5-3.1-9.7 0-10.7 6.6-17.8 19.7-21.1l.1 1.4z\"><\/path><\/svg><\/div><\/span><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-3e4fc4d\" data-block-id=\"3e4fc4d\"><style>.stk-3e4fc4d .stk-block-text__text{font-size:29px !important;}@media screen and (max-width: 1023px){.stk-3e4fc4d .stk-block-text__text{font-size:29px !important;}}<\/style><p class=\"stk-block-text__text\"><strong>Les donn\u00e9es sont la mati\u00e8re premi\u00e8re de l\u2019IA agentique.<\/strong><\/p><\/div>\n<\/div><\/div><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">2. <strong>Des environnements r\u00e9glement\u00e9s<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bancaire, assurance, sant\u00e9 : autant de domaines o\u00f9 les contraintes l\u00e9gales ralentissent les projets.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019IA agentique doit op\u00e9rer dans un cadre strict, document\u00e9 et contr\u00f4l\u00e9.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. <strong>L\u2019enjeu culturel : notre rapport \u00e0 l\u2019erreur<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">C\u2019est souvent le frein le plus sous-estim\u00e9. Nous tol\u00e9rons facilement les erreurs humaines\u2026 Mais une erreur technologique ? Beaucoup moins.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pourtant, l\u2019IA (agentique ou non) comporte toujours une marge d\u2019erreur. Chaque brique du syst\u00e8me peut introduire un risque. Apprendre \u00e0 travailler avec ce risque, \u00e0 l\u2019encadrer et \u00e0 l\u2019am\u00e9liorer, demande un changement de mentalit\u00e9 important.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-e7dee6e\" data-block-id=\"e7dee6e\"><style>.stk-e7dee6e {height:20px !important;}<\/style><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Par o\u00f9 commencer ?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019objectif n\u2019est jamais \u201cfaire de l\u2019agentique\u201d. L\u2019objectif, c\u2019est am\u00e9liorer un processus et g\u00e9n\u00e9rer de la valeur. Cela exige une approche r\u00e9fl\u00e9chie et structur\u00e9e, o\u00f9 chaque \u00e9tape pr\u00e9pare la suivante. <\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-a093bc6\" data-block-id=\"a093bc6\"><style>.stk-a093bc6 {height:20px !important;}<\/style><\/div>\n\n\n\n<blockquote class=\"wp-block-stackable-blockquote stk-block-blockquote stk-block stk-3a336b7 is-style-default\" data-v=\"2\" data-block-id=\"3a336b7\"><div class=\"has-text-align-left stk-block-blockquote__content stk-container stk-3a336b7-container stk-hover-parent\"><div class=\"stk-block-content stk-inner-blocks\">\n<div class=\"wp-block-stackable-icon stk-block-icon stk-block stk-a3e0fe2\" data-block-id=\"a3e0fe2\"><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg style=\"height:0;width:0\"><defs><linearGradient id=\"linear-gradient-a3e0fe2\" x1=\"0\" x2=\"100%\" y1=\"0\" y2=\"0\"><stop offset=\"0%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-a-3-e-0-fe-2-color-1)\"><\/stop><stop offset=\"100%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-a-3-e-0-fe-2-color-2)\"><\/stop><\/linearGradient><\/defs><\/svg><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 50 50\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path d=\"M19.8 9.3C10.5 11.8 4.6 17 2.1 24.8c2.3-3.6 5.6-5.4 9.9-5.4 3.3 0 6 1.1 8.3 3.3 2.2 2.2 3.4 5 3.4 8.3 0 3.2-1.1 5.8-3.3 8-2.2 2.2-5.1 3.2-8.7 3.2-3.7 0-6.5-1.2-8.6-3.5C1 36.3 0 33.1 0 29 0 18.3 6.5 11.2 19.6 7.9l.2 1.4zm26.4 0C36.9 11.9 31 17 28.5 24.8c2.2-3.6 5.5-5.4 9.8-5.4 3.2 0 6 1.1 8.3 3.2 2.3 2.2 3.4 4.9 3.4 8.3 0 3.1-1.1 5.8-3.3 7.9-2.2 2.2-5.1 3.3-8.6 3.3-3.7 0-6.6-1.1-8.6-3.4-2.1-2.3-3.1-5.5-3.1-9.7 0-10.7 6.6-17.8 19.7-21.1l.1 1.4z\"><\/path><\/svg><\/div><\/span><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-4b0a25d\" data-block-id=\"4b0a25d\"><style>.stk-4b0a25d .stk-block-text__text{font-size:29px !important;}@media screen and (max-width: 1023px){.stk-4b0a25d .stk-block-text__text{font-size:29px !important;}}<\/style><p class=\"stk-block-text__text\"><strong>On teste. On apprend. Puis on ajoute une deuxi\u00e8me brique, puis une troisi\u00e8me.<\/strong><\/p><\/div>\n<\/div><\/div><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Voici comment amorcer concr\u00e8tement le parcours d\u2019IA agentique dans votre entreprise :<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">1. <strong>Se d\u00e9tacher du \u00ab\u00a0buzzword\u00a0\u00bb.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La technologie n\u2019est pas une fin en soi. On commence par comprendre le besoin, le processus, la situation actuelle. Ensuite seulement, on \u00e9value comment l\u2019IA peut soutenir l\u2019\u00e9volution.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. <strong>Ma\u00eetriser ses processus internes.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">C\u2019est le fondement. Un processus inefficace ne devient pas meilleur avec de l\u2019IA : il devient\u2026 plus inefficace, plus rapidement et \u00e0 grande \u00e9chelle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. <strong>Segmenter les ambitions.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Inutile de vouloir automatiser un processus complet en une seule fois. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On identifie plut\u00f4t :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>une premi\u00e8re portion du processus,<\/li>\n\n\n\n<li>un petit bloc d\u00e9cisionnel,<\/li>\n\n\n\n<li>une opportunit\u00e9 d\u2019automatisation partielle,<\/li>\n\n\n\n<li>une supervision humaine est parfois n\u00e9cessaire, au d\u00e9part.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">On teste. On apprend. Puis on ajoute une deuxi\u00e8me brique, puis une troisi\u00e8me. C\u2019est ainsi qu\u2019on construit un syst\u00e8me agentique robuste.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">4. <strong>Ne pas commencer par les interfaces client.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On pense spontan\u00e9ment \u00e0 l\u2019agent qui discute directement avec le client. Mais ce n\u2019est pas la meilleure premi\u00e8re \u00e9tape. Il vaut mieux d\u00e9buter \u00e0 l\u2019interne, avec des conseillers ou employ\u00e9s \u201caugment\u00e9s\u201d par l\u2019agentique. On y fait nos erreurs, on valide les r\u00e8gles et on stabilise le syst\u00e8me loin des yeux des clients.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">C\u2019est seulement ensuite qu\u2019on ouvre l\u2019agentique vers l\u2019externe. Et c\u2019est aussi l\u00e0 que les gains rapides (\u201cquick wins\u201d) se trouvent : dans l\u2019am\u00e9lioration des op\u00e9rations internes.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-2271a8b\" data-block-id=\"2271a8b\"><style>.stk-2271a8b {height:20px !important;}<\/style><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--10)\">\n<h2 class=\"wp-block-heading\"><strong>Conclusion : \u00e9voluer avec pragmatisme et ambition.<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019IA agentique repr\u00e9sente une occasion exceptionnelle pour les entreprises qui souhaitent moderniser leurs op\u00e9rations, gagner en efficacit\u00e9 et offrir un meilleur service \u00e0 leurs clients.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Mais ce virage doit se faire avec :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>une compr\u00e9hension claire des processus internes,<\/li>\n\n\n\n<li>un plan de segmentation r\u00e9aliste,<\/li>\n\n\n\n<li>une gestion du risque adapt\u00e9e,<\/li>\n\n\n\n<li>une \u00e9volution progressive,<\/li>\n\n\n\n<li>et un changement culturel profond quant \u00e0 notre rapport \u00e0 l\u2019erreur.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Adopter l\u2019IA agentique, c\u2019est miser sur une organisation plus agile, plus intelligente et plus humaine. C\u2019est choisir de passer de l\u2019exp\u00e9rimentation \u00e0 l\u2019impact, et d\u2019une vision th\u00e9orique \u00e0 des r\u00e9sultats tangibles. Les entreprises qui sauront int\u00e9grer cette approche avec pragmatisme et ambition prendront une longueur d\u2019avance durable.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-a2561e0\" data-block-id=\"a2561e0\"><style>.stk-a2561e0 {height:50px !important;}<\/style><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Pr\u00eat \u00e0 explorer l&rsquo;IA agentique pour votre organisation ?<\/strong><\/h3>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--20)\">\n<p class=\"wp-block-paragraph\">Contactez-nous pour \u00e9changer avec nos experts en IA et d\u00e9couvrez comment COFOMO peut vous accompagner dans votre transformation.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-311fd10\" data-block-id=\"311fd10\"><style>.stk-311fd10 {height:20px !important;}<\/style><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-271443ed wp-block-buttons-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--20);margin-bottom:var(--wp--preset--spacing--20)\">\n<div class=\"wp-block-button is-style-fill\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/old.cofomo.com\/fr\/nous-joindre\/\" style=\"border-radius:0px;padding-top:5px;padding-bottom:5px\"><strong>NOUS JOINDRE<\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-9deb2f9\" data-block-id=\"9deb2f9\"><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-138aaac\" data-block-id=\"138aaac\"><style>.stk-138aaac .stk-block-text__text{font-size:11px !important;}@media screen and (max-width: 1023px){.stk-138aaac .stk-block-text__text{font-size:11px !important;}}<\/style><p class=\"stk-block-text__text\">Cet article a \u00e9t\u00e9 r\u00e9dig\u00e9 avec l&rsquo;aide de Gemini et ChatGPT \u00e0 partir d\u2019un enregistrement de l&rsquo;entrevue de Sarah Legendre Bilodeau \u00e0 l\u2019\u00e9v\u00e9nement&nbsp; IA au service des entreprises, pr\u00e9sent\u00e9e par Les Affaires, le 19 novembre, 2025 \u00e0 Montr\u00e9al.<\/p><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un nouveau levier s\u2019impose au c\u0153ur des strat\u00e9gies d\u2019innovation des entreprises : l&rsquo;IA agentique. Bien que le concept puisse sembler abstrait pour certains, son potentiel pour les organisations est immense. Lors de l\u2019\u00e9v\u00e9nement Les Affaires \u2013 IA au service des entreprises, j\u2019ai eu l\u2019occasion d\u2019expliquer pourquoi cette technologie suscite autant d\u2019int\u00e9r\u00eat\u2026 et autant de questions.<\/p>\n","protected":false},"author":20,"featured_media":12180,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[26,2,80],"tags":[112],"expertise":[52,34],"topics":[38],"class_list":["post-12151","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-agility","category-non-classifiee","category-perspectives","tag-artificial-intelligence","expertise-ia","expertise-innovation-fr","topics-avis-dexpert"],"featured_image_src":"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Agentic-AI-blog-hero-image.png","author_info":{"display_name":"Marie-Claire Charlton","author_link":"https:\/\/old.cofomo.com\/fr\/author\/marie-claire-charlton\/"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>L\u2019IA agentique : une nouvelle \u00e8re pour l\u2019efficacit\u00e9 op\u00e9rationnelle et l&#039;exp\u00e9rience client<\/title>\n<meta name=\"description\" content=\"Un nouveau levier s\u2019impose au c\u0153ur des strat\u00e9gies d\u2019innovation des entreprises : l&#039;IA agentique.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L\u2019IA agentique : une nouvelle \u00e8re pour l\u2019efficacit\u00e9 op\u00e9rationnelle et l&#039;exp\u00e9rience client\" \/>\n<meta property=\"og:description\" content=\"Un nouveau levier s\u2019impose au 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name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Marie-Claire Charlton\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/old.cofomo.com\\\/fr\\\/perspectives\\\/agentic-ai-how-to-unlock-operational-efficiency-and-customer-experience\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/old.cofomo.com\\\/fr\\\/perspectives\\\/agentic-ai-how-to-unlock-operational-efficiency-and-customer-experience\\\/\"},\"author\":{\"name\":\"Marie-Claire Charlton\",\"@id\":\"https:\\\/\\\/old.cofomo.com\\\/fr\\\/#\\\/schema\\\/person\\\/2c992eab1b64947b744f071a36e57c28\"},\"headline\":\"L\u2019IA agentique : une nouvelle \u00e8re pour l\u2019efficacit\u00e9 op\u00e9rationnelle et 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